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Notice by the Beijing Office of the China Banking and Insurance Regulatory Commission of the Relevant Requirements for Strengthening the Handling and Administration of Consumer Complaints in the Banking and Insurance Industries in Beijing [Effective]
北京银保监局关于加强北京地区银行业保险业消费投诉处理管理工作有关要求的通知 [现行有效]
【法宝引证码】

Notice by the Beijing Office of the China Banking and Insurance Regulatory Commission of the Relevant Requirements for Strengthening the Handling and Administration of Consumer Complaints in the Banking and Insurance Industries in Beijing 

北京银保监局关于加强北京地区银行业保险业消费投诉处理管理工作有关要求的通知

(No. 286 [2020] of the Beijing Office of the China Banking and Insurance Regulatory Commission) (京银保监发〔2020〕286号)

All banking and insurance institutions under the Beijing Office of the China Banking and Insurance Regulatory Commission, the Beijing Banking Association, the Beijing Insurance Association, the Beijing Insurance Intermediary Association, and the Beijing Bingzheng Center for the Promotion of Banking Consumer Right and Interest Promotion: 辖内各银行业保险业金融机构、北京市银行业协会、北京保险行业协会、北京保险中介行业协会、北京秉正银行业消费者权益保护促进中心:
For purposes of implementing the requirements of the Measures of the China Banking and Insurance Regulatory Commission for the Administration of the Handling of Banking and Insurance Consumer Complaints (hereinafter referred to as the “Complaint Measures”) and the Notice of Matters Concerning Implementing the Measures for the Administration of the Handling of Banking and Insurance Consumer Complaints, further regulating the handling and administration of consumer complaints in banking and insurance industries within the jurisdiction, improving the quality and efficiency of handling consumer complaints and protecting the legitimate rights and interests of consumers, you are hereby notified of the relevant matters as follows: 为贯彻落实中国银保监会关于《银行业保险业消费投诉处理管理办法》(以下简称《投诉办法》)和《关于落实<银行业保险业消费投诉处理管理办法>有关事项的通知》要求,进一步规范辖内银行业保险业消费投诉处理管理工作,提高消费投诉处理质效,保护消费者合法权益,现就有关事项通知如下:
I. Establishing and improving a decision-making mechanism for complaint handling   一、建立健全投诉处理决策机制
1. Each banking or insurance institution (hereinafter referred to as the “each institution”) shall establish a working committee on the protection of rights and interests of consumers, which is composed of the principal person in charge of the institution, the senior executive in charge of consumer protection and heads of relevant functional departments, so that it may make unified planning and overall arrangements for the protection of the rights and interests of consumers of the institution, handle major consumer complaints in a coordinated way, and review and evaluate the relevant work on a regular basis. (一)各银行保险机构(以下简称“各机构”)应当建立由机构主要负责人、分管消保工作的高管人员和有关职能部门负责人等组成的消费者权益保护工作委员会,统一规划、统筹部署本机构消费者权益保护工作,协调处理重大消费投诉事项、定期研判相关工作开展情况。
2. Each institution shall establish or specify a functional department for the protection of the rights and interests of consumers that leads the handling of consumer complaints, consumer education, and other work relating to the protection of the rights and interests of consumers, provide necessary personnel support, and study and establish an effective system of special funds guarantee for consumer complaints. (二)各机构应当设立或者明确消费者权益保护职能部门,牵头开展消费投诉处理、消费者教育等各项消费者权益保护工作,提供必要的人员支持并研究建立行之有效的消费投诉处理专项经费保障制度。
3. Each institution shall establish a hierarchical review and signature system for consumer complaints transferred by the Beijing Office of the China Banking and Insurance Regulatory Commission (“CBIRC”). For complaints whose contents are complicated and over which the institutions complained against fail to reach a consensus with consumers, the handling opinions shall be reviewed and signed by the senior executive in charge of consumer protection; for consumer complaints that are highly disputed between the institutions complained against and consumers and both parties fail to reach a consensus, which may lead to further escalation of the conflict, the handling opinions shall be reviewed and signed by the principal person in charge of the institution. (三)各机构应当建立对北京银保监局转送消费投诉的分级审签制度,对于内容较为复杂、被投诉机构未能与消费者协商一致的投诉事项,其处理意见应当由分管消保工作的高管人员审签;对于被投诉机构与消费者争议较大且未能与消费者协商一致,可能导致矛盾进一步升级的消费投诉,其处理意见应当由机构主要负责人审签。
II. Effectively implementing the responsibility of complaint handling   二、有效落实投诉处理工作责任
4. The principal head of each institution shall be the person primarily responsible for handling consumer complaints. The person in charge of the position of complaint handling shall follow up and supervise the complaints transferred by the regulatory authorities, and according to the unified arrangement of the regulatory authorities, regularly receive special, short-term rotation training in handling of consumer complaints in the Beijing Office of the CBIRC. The complaint handling officer shall immediately make contact with consumers concerning the complaints transferred by the regulatory authorities. (四)各机构主要负责人是消费投诉处理工作的第一责任人。投诉处理岗位责任人应当对监管部门转送的投诉进行跟踪和督办,并按照监管部门的统一安排,定期到北京银保监局接受消费投诉处理工作的专项短期轮训。投诉处理专员应当对监管部门转送的投诉即时与消费者联系。
Each institution shall submit to the Beijing Office of the CBIRC the list of persons responsible for handling consumer complaints, including the principal person in charge of the institution, the senior executive in charge of consumer protection, heads of relevant functional departments for the protection of the rights and interests of consumers, the person in charge of the position of complaint handling, and the complaint handling officer. Small and medium-sized banking and insurance institutions within the jurisdiction may, in light of their setup of departments and staffing, determine the corresponding responsible persons. 各机构应当向北京银保监局报送消费投诉处理工作的责任人员名单,包括机构主要负责人、分管消保工作的高管人员、消费者权益保护职能部门负责人、投诉处理岗位责任人以及投诉处理专员等。辖内中小银行保险机构可以结合自身的部门设置及人力情况确定相应的责任人。
5. Each institution shall strengthen the management of the business quality of third-party cooperating institutions. If a consumer complaint arises from the sale of products or services by a third-party cooperating institution, it shall actively coordinate with the third-party institution to deal with the complaint.
......
 (五)各机构对合作的第三方机构应当加强业务品质管理,因第三方合作机构销售产品或者提供服务而引发消费投诉的,应当积极协调第三方机构配合处理。
......

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