| Guiding Opinions of the China Banking and Insurance Regulatory Commission on Banking and Insurance Institutions Strengthening the Building of Working Systems and Mechanisms for Protection of Consumer Rights and Interests | | 中国银保监会关于银行保险机构加强消费者权益保护工作体制机制建设的指导意见 |
| (No. 38 [2019] of the China Banking and Insurance Regulatory Commission) | | （银保监发〔2019〕38号） |
| All local offices of the China Banking and Insurance Regulatory Commission (“CBIRC”); all large-sized banks and joint-stock banks; postal savings banks; foreign-funded banks; all insurance group (holding) companies and insurance companies; and banking associations, insurance associations, and trust associations: | | 各银保监局，各大型银行、股份制银行，邮储银行，外资银行，各保险集团（控股）公司、保险公司，银行业协会、保险业协会、信托业协会： |
| Strengthening the protection of consumer rights and interests in the banking and insurance industries is a concrete manifestation of implementing the people-centered development philosophy, an integral part of maintaining financial order and preventing and eliminating financial risks, and an inherent need for the sustainable development of financial institutions themselves. For the purposes of consolidating the primary responsibilities of banking and insurance institutions for protection of consumer rights and interests, the following opinions are hereby offered on banking and insurance institutions strengthening the building of working systems and mechanisms for protection of consumer rights and interests: | | 加强银行业和保险业消费者权益保护工作，是贯彻以人民为中心的发展思想的具体体现，是维护金融秩序、防范和化解金融风险的重要内容，也是金融机构自身可持续发展的内在需求。为夯实银行保险机构消费者权益保护工作主体责任，现就银行保险机构加强消费者权益保护工作体制机制建设提出如下意见： |
| I. Banking and insurance institutions shall integrate protection of consumer rights and interests into all links of corporate governance | | 一、银行保险机构应将消费者权益保护融入公司治理各环节 |
| 1. The board of directors of a banking or insurance institution shall be ultimately responsible for protection of consumer rights and interests. | | （一）银行保险机构董事会承担消费者权益保护工作的最终责任。 |
| (1) The board of directors, as the paramount decision-making body for protection of consumer rights and interests, shall be responsible for formulating strategies, policies, and goals in relation to protection of consumer rights and interests, ensure fair treatment of consumers, and incorporate protection of consumer rights and interests into business development strategies and enterprise culture construction. | | 1.董事会是消费者权益保护工作的最高决策机构，负责制定消费者权益保护工作战略、政策及目标，确保公平对待消费者，并将消费者权益保护纳入经营发展战略和企业文化建设中。 |
| (2) The board of directors shall holistically plan and guide protection of consumer rights and interests, incorporate protection of consumer rights and interests into the evaluation of corporate governance, and urge the effective implementation of strategies, policies and goals in relation to protection of consumer rights and interests. | | 2.董事会对消费者权益保护工作进行总体规划及指导，将消费者权益保护工作开展情况纳入公司治理评价，督促消费者权益保护战略、政策及目标的有效执行和落实。 |
| (3) The board of directors shall supervise the performance of the duty to protect consumer rights and interests by the senior management, deliberate related work, including without limitation annual plans for protection of consumer rights and interests, progress, major issues, and information disclosures, and make relevant resolutions. | | 3.董事会对高级管理层履行消费者权益保护职责情况进行监督，对相关工作进行审议，包括但不限于年度消费者权益保护工作计划、开展情况、重大事项、信息披露等，并形成相关决议。 |
| 2. The board of directors of a banking or insurance institution shall establish a committee on protection of consumer rights and interests. | | （二）银行保险机构董事会应设立消费者权益保护委员会。 |
| A banking or insurance institution shall establish a committee on protection of consumer rights and interests (hereinafter referred to as the “committee”) under its board of directors, and may do so by combination or otherwise. The banking or insurance institution shall specify the functions, rules of procedures, and processes of the committee and improve the working and operational mechanism of the committee, so as to ensure the effective implementation of various tasks and achieve the goals of protection of consumer rights and interests. | | 银行保险机构应在董事会下设消费者权益保护委员会（以下简称委员会），可采取合并设立等方式。明确委员会工作职责、议事决策规则和流程，完善委员会工作运行机制，确保各项工作有效实施，实现消费者权益保护工作目标。 |
| The committee shall undertake the following functions: | | 委员会承担以下职责： |
| (1) Responsible to the board of directors, submitting reports and annual reports on protection of consumer rights and interests to the board of directors, carrying out related work with authority of the board of directors, discussing and determining related matters, and researching major issues and important policies on protection of consumer rights and interests. | | 1.对董事会负责，向董事会提交消费者权益保护工作报告及年度报告，根据董事会授权开展相关工作，讨论决定相关事项，研究消费者权益保护重大问题和重要政策。 |
| (2) Guiding and urging the establishment and improvement of a framework of management systems for protection of consumer rights and interests and ensuring that the relevant systems and rules are commensurate with corporate governance, enterprise culture construction, and business development strategies. | | 2.指导和督促消费者权益保护工作管理制度体系的建立和完善，确保相关制度规定与公司治理、企业文化建设和经营发展战略相适应。 |
| (3) Supervising the comprehensiveness, timeliness, and effectiveness of the work of the senior management and the consumer protection department in accordance with regulatory requirements and the implementation of strategies, policies, and goals in relation to protection of consumer rights and interests. | | 3.根据监管要求及消费者权益保护战略、政策、目标执行情况和工作开展落实情况，对高级管理层和消费者权益保护部门工作的全面性、及时性、有效性进行监督。 |
| (4) Regularly convening meetings on protection of consumer rights and interests and deliberating the work reports of the senior management and the consumer protection department; and researching audit reports, public regulatory statements, internal evaluation results, and the like in connection with annual protection of consumer rights and interests and urging the senior management and relevant departments to promptly implement the correction of various problems discovered. | | 4.定期召开消费者权益保护工作会议，审议高级管理层及消费者权益保护部门工作报告。研究年度消费者权益保护工作相关审计报告、监管通报、内部考核结果等，督促高级管理层及相关部门及时落实整改发现的各项问题。 |
| 3. The senior management of a banking or insurance institution shall ensure the effective implementation of the strategic goals of and policies on protection of consumer rights and interests. | | （三）银行保险机构高级管理层应确保消费者权益保护战略目标和政策得到有效执行。 |
| (1) The senior management shall implement the laws, regulations, and regulatory provisions related to protection of consumer rights and interests. The senior management shall formulate and review all the basic systems and rules of the institution for protection of consumer rights and interests and establish and improve a framework of systems for protection of consumer rights and interests. | | 1.高级管理层应落实执行消费者权益保护相关法律、法规和监管规定。制定、审查本机构消费者权益保护各项基本制度规定，建立完善的消费者权益保护制度体系。 |
| (2) The senior management shall guide the institution in establishing a management system for protection of consumer rights and interests with clear goals, reasonably structured, adequately guaranteed, effectively implemented, specify the functions of all branch offices and related departments in relation to protection of consumer rights and interests, and improve the decision implementation mechanism and the evaluation and assessment mechanism for protection of consumer rights and interests. | | 2.高级管理层应指导本机构建立目标清晰、架构合理、保障充分、执行有效的消费者权益保护管理体系，明确各分支机构及相关部门在消费者权益保护工作中的职责，健全消费者权益保护工作决策执行机制和考核评价机制。 |
| (3) The senior management shall implement resolutions by the board of directors related to protection of consumer rights and interests, formulate, review, and coordinate plans, programs, and tasks for protection of consumer rights and interests, and report regularly on the progress of protection of consumer rights and interests to the board of directors and the committee. | | 3.高级管理层应落实董事会关于消费者权益保护工作的相关决议，制定、审查、统筹消费者权益保护工作计划、方案和任务，定期向董事会及委员会报告消费者权益保护工作开展情况。 |
| (4) The senior management shall build a system of protection of consumer rights and interests that is commensurate with the organizational structure and operating scale of the institution, ensure the input of resources into protection of consumer rights and interests, and effectively promote the work. | | 4.高级管理层应构建与本机构组织架构、经营规模相适应的消费者权益保护工作体系，确保消费者权益保护工作资源投入，有效推动工作开展。 |
| (5) The senior management shall strengthen the analysis and application of complaint data and fully consider the issues and needs evinced in consumer complaints during business operations, internal control, and risk management. | | 5.高级管理层应强化投诉数据的分析应用，在业务经营、内部控制与风险管理中充分考虑消费者投诉反映的问题和需求。 |
| (6) The senior management shall cultivate a culture and philosophy of fair and honest protection of consumer rights and interests and build employees' awareness of protection of consumer rights and interests. | | 6.高级管理层应培育公平诚信的消费者权益保护文化和理念，树立员工的消费者权益保护意识。 |
| (7) The banking or insurance institution shall specify a member of its senior management having direct oversight of consumer rights and interests. | | 7.银行保险机构应明确一名高级管理人员分管消费者权益保护工作。 |
| (8) The banking or insurance institution may, in light of their own actual circumstances, establish a committee on the work (affairs) of protection of consumer rights and interests composed of the relevant members of its senior management and the principal person in charge of relevant departments to uniformly plan and holistically arrange protection of consumer rights and interests. | | 8.银行保险机构可结合自身实际，设立由相关高级管理人员和有关部门主要负责人组成的消费者权益保护工作（事务）委员会，统一规划、统筹部署消费者权益保护工作。 |
| II. Banking and insurance institutions shall specify departments performing the function of protection of consumer rights and interests | | 二、银行保险机构应明确部门履行消费者权益保护职责 |
| 1. Banking and insurance institutions shall specify departments responsible for protection of consumer rights and interests. Consumer protection departments shall be responsible for taking the lead in all the work of protection of consumer rights and interests and organizing, coordinating, urging, and guiding the protection of consumer rights and interests by other departments and subordinate institutions. | | （一）银行保险机构应明确部门负责消费者权益保护工作。消费者权益保护部门负责牵头开展消费者权益保护各项工作，组织、协调、督促、指导其他部门及下级机构开展消费者权益保护工作。 |
| 2. Banking and insurance institutions may independently decide on the form of establishing consumer protection departments, and shall ensure the staffing of and budget for the departments and guarantee the independence, authority, and professionalism of protection of consumer rights and interests. | | （二）银行保险机构可自主决定消费者权益保护部门设立形式，但应确保部门的人员配备和经费预算，保障开展消费者权益保护工作的独立性、权威性、专业性。 |
| 3. The main functions of a consumer protection department include: | | （三）消费者权益保护部门主要职责包括： |
(1) Taking the lead in organizing and implementing all the requirements of the senior management for the institution's protection of consumer rights and interests, preparing working systems for protection of consumer rights and interests in relation to review of products and services, complaint management, internal evaluation, publicity and education about financial knowledge, and the like, promoting the effective implementation of the requirements for protection of consumer rights and interests by all the product and service management systems of the institution, and providing updates in a timely manner in accordance with regulatory requirements and market changes.
．．．．．． | | 1.牵头组织和落实高级管理层关于本机构消费者权益保护工作的各项要求，拟定产品服务审查、投诉管理、内部考核、金融知识宣传教育等消费者权益保护工作制度，推动本机构各项产品和服务管理制度有效落实消费者权益保护工作相关要求，并根据监管要求及市场变化及时更新。
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