| Guiding Opinions of the General Office of the China Banking Regulatory Commission on the Regulatory Work of the Local Offices of the China Banking Regulatory Commission on Protection of the Rights and Interests of Banking Consumers | | 中国银监会办公厅关于银监局银行业消费者权益保护监管工作的指导意见 |
| (No. 35 [2014] of the General Office of the China Banking Regulatory Commission) | | （银监办发[2014]35号） |
| All the local offices of the China Banking Regulatory Commission ("CBRC"): | | 各银监局： |
| For the purposes of guiding all the local offices of the CBRC in carrying out the regulatory work on the protection of the rights and interests of banking consumers in an orderly manner, the following opinions are hereby offered: | | 为引导各银监局有序开展银行业消费者权益保护监管工作，现提出以下意见： |
| I. Improving thinking and understanding. All the local offices of the CBRC shall attach great importance to the protection of the rights and interests of banking consumers, promptly communicate and conscientiously implement the relevant policies and work requirements of the CBRC; establish a responsibility system for work objectives, strengthen the implementation of responsibilities, coordinate work arrangements, and organize implementation in an orderly manner; and according to the Guidelines on Protection of the Rights and Interests of Banking Consumers, by the principles of "prevention first, a focus on education, lawful protection of rights, and coordinated disposal," formulate a master plan and system for protection of the rights and interests of banking consumers in their jurisdictions, use measures and means according equal priority to regulation of conduct and risk, supervise banking financial institutions within their jurisdictions implementing their primary responsibility for protection of the rights and interests of consumers, and comprehensively improve the effectiveness of protection of the rights and interests of banking consumers. | | 一、提高思想认识。各银监局应当高度重视银行业消费者权益保护工作，及时传达、认真落实银监会相关政策和工作要求；建立工作目标责任制，强化责任落实，统筹工作安排，有序组织实施；按照《银行业消费者权益保护工作指引》要求，遵循“预防为先、教育为主、依法维权、协调处置”原则，制定本辖区银行业消费者权益保护工作总体规划和制度，采取行为监管与风险监管并重的措施和手段，督促辖内银行业金融机构落实消费者权益保护工作主体责任，全面提升银行业消费者权益保护工作的有效性。 |
| II. Improving the organizational structure. All the local offices of the CBRC shall, in light of the actual needs in the protection of the rights and interests of banking consumers within their jurisdictions, strengthen the construction of divisions for the protection of the rights and interests of banking consumers and ensure the allocation of positions and personnel. All the local offices of the CBRC shall select officials who are with a tested professional background, experienced in work, well capable of coordination, responsive in communication, intensely aware of innovation, and adaptable to the needs in the evolving regulatory work on the protection of the rights and interests of banking consumers. | | 二、完善组织架构。各银监局应当结合辖内银行业消费者权益保护工作实际需要，加强银行业消费者权益保护工作处室建设，在职数配置和人员配备上给予保障。要选配专业背景硬、工作经验足、协调能力好、沟通反应快、创新意识强的干部，适应不断发展的银行业消费者权益保护监管工作需要。 |
III. Strengthening internal coordination. All the local offices of the CBRC shall regard the protection of the rights and interests of banking consumers as an important component of the banking regulatory work, by establishing and improving a joint meeting mechanism between the functional divisions for the protection of the rights and interests of banking consumers and other divisions, regularly or irregularly issue notices on and alerts for existing problems in the protection of the rights and interests of banking consumers at the current stage, analyze and research work priorities and regulatory measures that shall be taken for the next step, and promote the full embodiment and implementation of the ideas and requirements for the protection of the rights and interests of banking consumers in market access, off-site regulation, on-site inspections and other regulatory links.
．．．．．． | | 三、强化内部协调。各银监局应当将银行业消费者权益保护工作视为银行业监管工作的重要组成部分，通过建立健全银行业消费者权益保护职能处室与其他处室之间的联席会议机制，定期或者不定期通报、提示当前阶段银行业消费者权益保护工作存在的问题，分析研究下一步的工作重点以及应当采取的监管措施，推动将银行业消费者权益保护工作理念和要求充分体现和落实到市场准入、非现场监管、现场检查等各个监管环节。
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