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Notice of the China Insurance Regulatory Commission on Issuing the Measures for the Implementation of the Responsibility System for Insurance Public Complaints [Expired]
中国保监会关于印发《保险信访工作责任制实施办法》的通知 [失效]
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Notice of the China Insurance Regulatory Commission on Issuing the Measures for the Implementation of the Responsibility System for Insurance Public Complaints 

中国保监会关于印发《保险信访工作责任制实施办法》的通知

(No. 5 [2017] of the China Insurance Regulatory Commission) (保监发〔2017〕5号)

All local offices of the China Insurance Regulatory Commission (“CIRC”); China Insurance Security Fund Co., Ltd., China Insurance Information Technology Management Co., Ltd., China Insurance Investment Co., Ltd., Shanghai Insurance Exchange Co., Ltd., and China Insurance Media Corporation; Insurance Association of China, Insurance Society of China, China Association of Actuaries, and Insurance Asset Management Association of China; and all insurance companies: 各保监局,中国保险保障基金有限责任公司、中国保险信息技术管理有限责任公司、中保投资有限责任公司、上海保险交易所股份有限公司、中国保险报业股份有限公司,中国保险行业协会、中国保险学会、中国精算师协会、中国保险资产管理业协会,各保险公司:
In accordance with the spirit of the Notice of the General Office of the Central Committee of the Communist Party of China and the General Office of the State Council on Issuing the Measures for the Implementation of the Responsibility System for Insurance Public Complaints (No. 32 [2016], CPC Central Committee), and further carrying out the responsibility system for insurance public complaints, the CIRC has developed the Measures for the Implementation of the Responsibility System for Insurance Public Complaints, which are hereby issued to you for your compliance and implementation. 根据《中共中央办公厅国务院办公厅关于印发〈信访工作责任制实施办法〉的通知》(厅字〔2016〕32号)精神,为进一步落实保险信访工作责任制,我会制定了《保险信访工作责任制实施办法》。现印发给你们,请遵照执行。
China Insurance Regulatory Commission 中国保监会
January 12, 2017 2017年1月12日
Measures for the Implementation of the Responsibility System for Insurance Public Complaints 保险信访工作责任制实施办法
Chapter I General Provisions 

第一章 总 则

Article 1 For purposes of further carrying out the responsibilities of leaders at all levels and staff members of the insurance system, preventing and reducing the occurrence of public complaints from the source, promoting the resolution of public complaints in a timely manner, protecting the people's lawful rights and interests in accordance with the law, and promoting social harmony and stability, these Measures are developed in accordance with the relevant laws and regulations of the state and the relevant provisions of the CPC Central Committee.   第一条 为了进一步落实保险系统各级领导干部、工作人员信访工作责任,从源头上预防和减少信访问题发生,推动信访问题及时就地解决,依法维护群众合法权益,促进社会和谐稳定,根据国家有关法律法规和中央有关规定,制定本办法。
Article 2 For purposes of these Measures, “all entities” include the CIRC and all local offices, and all insurance companies.   第二条 本办法所称各单位,包括中国保监会及各派出机构,各保险公司。
These Measures shall apply, mutatis mutandis, to the entity in charge of the CIRC. 中国保监会会管单位参照适用本办法。
Article 3 The responsibility system for insurance public complaints shall be carried out, and under the guidance of the Deng Xiaoping Theory, the important thought of “Three Represents” and the Scientific Outlook on Development, the spirit of series of important speeches of Xi Jinping, the general secretary, shall be further carried out, and under the work principle of “territorial jurisdiction, hierarchical responsibility, and who is in charge takes responsibility, and the integration of legal resolution of problems on the spot in a timely manner and soothing and educating the complainants,” such measures as supervision, examination, punishment and discipline shall be comprehensively utilized, all entities shall be legally regulated to perform the functions of handling public complaints, prominent problems in the handling of public complaints shall be handled in an effective manner, the people's reasonable and lawful interest appeal shall be effectively resolved, and the implementation of decisions and arrangements of the CPC Central Committee on public complaints shall be ensured.   第三条 落实保险信访工作责任制,以邓小平理论、“三个代表”重要思想、科学发展观为指导,深入贯彻习近平总书记系列重要讲话精神,按照“属地管理、分级负责,谁主管、谁负责,依法、及时、就地解决问题与疏导教育相结合”的工作原则,综合运用督查、考核、惩戒等措施,依法规范各单位履行信访工作职责,把信访突出问题处理好,把群众合理合法利益诉求解决好,确保中央关于信访工作决策部署贯彻落实。
Chapter II Responsibility Content 

第二章 责任内容

Article 4 All entities shall conscientiously place the handling of public complaints as a political task onto their agendas, reinforce leaders' responsibilities, improve the leadership system of “primary leaders taking ultimate responsibility, deputy leaders charged with guidance of specific tasks, and other leaders taking dual responsibility,” and carry out the system of leaders meeting visiting petitioners in a strict manner. They shall listen to work reports on a periodical basis, analyze the situation of public complaints, conduct research on and resolve important issues in work, and ensure the smooth handling of public complaints in terms of human, material and financial resources; make scientific and democratic decisions, legally perform functions, and prevent and reduce the contradictions and disputes leading to public complaints from the source.   第四条 各单位应当将信访工作当作政治任务列入议事日程,强化领导责任,健全完善“主要领导负总责、分管领导具体抓、其他领导一岗双责”的领导体制,严格落实领导接访制度;定期听取工作汇报、分析信访形势、研究解决工作中的重要问题,从人力、物力、财力上保证信访工作顺利开展;应当科学、民主决策,依法履行职责,从源头上预防和减少导致信访问题的矛盾和纠纷。
The principal person in charge of the leading group of an entity shall take overall responsibility for public complaints of its jurisdiction, system and entity, and other members shall assume principal responsibility for leading the handling of public complaints within the scope of powers. 各单位领导班子主要负责人对本辖区、本系统、本单位的信访工作负总责,其他成员根据工作分工,对职权范围内的信访工作负主要领导责任。
The leader in charge of public complaints of an entity shall review the people's letters and public complaints filed online involving major issues, accept the people's visits on a periodical basis, and coordinate and handle difficult and complicated issues on public complaints. 各单位信访分管领导应当阅批涉及重大问题的群众来信和网上信访,定期接待群众来访,协调处理疑难复杂信访问题。
For priority or difficult issues involved in public complaints, the primary leaders shall take the lead in person to effectively soothe the complainants, publicize policies, provide solutions, and maintain social stability, so as to ensure that during the handling of public complaints in the insurance industry no complaints ascend to central authorities in Beijing, no complaints are filed beyond appropriate levels, no crowd complaints are filed with provincial or municipal authorities, no extreme isolated events having an impact occur, and no negative news coverage arises from lapses in work.
......
 重点疑难信访问题主要领导要亲自挂帅,切实做好思想疏导、政策宣传和化解稳定工作,力争保险行业信访工作“五个不发生”:不发生进京上访、不发生越级非正常上访、不发生赴省市集体访、不发生有影响的个人极端事件、不发生因工作不当引起的负面炒作。
......

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