| Order of the China Banking and Insurance Regulatory Commission | | 中国银行保险监督管理委员会令 |
| (No. 3 [2020]) | | （2020年第3号） |
| The Measures for the Administration of the Handling of Banking and Insurance Consumer Complaints, as adopted at the 8th executive meeting of the China Banking and Insurance Regulatory Commission in 2019, are hereby issued and shall come into force on March 1, 2020. | | 《银行业保险业消费投诉处理管理办法》已经中国银保监会2019年第8次委务会议通过。现予公布，自2020年3月1日起施行。 |
| Chairman: Guo Shuqing | | 主席 郭树清 |
| January 14, 2020 | | 2020年1月14日 |
| Measures for the Administration of the Handling of Banking and Insurance Consumer Complaints | | 银行业保险业消费投诉处理管理办法 |
| Chapter I General Provisions | | 第一章 总 则 |
| Article 1 For the purposes of regulating the handling of banking and insurance consumer complaints and protecting the lawful rights and interests of consumers, these Measures are developed according to the Banking Supervision Law of the People's Republic of China, the Law of the People's Republic of China on Commercial Banks, the Insurance Law of the People's Republic of China, the Law on the Protection of Consumer Rights and Interests, and other laws and regulations. | | 第一条 为了规范银行业保险业消费投诉处理工作，保护消费者合法权益，根据《中华人民共和国银行业监督管理法》《中华人民共和国商业银行法》《中华人民共和国保险法》《中华人民共和国消费者权益保护法》等法律法规，制定本办法。 |
| Article 2 For the purpose of the Measures, “banking and insurance consumer complaints” (hereinafter referred to as “consumer complaints”) means the acts of consumers who claim their civil rights and interests against banking and insurance institutions for disputes with banking and insurance institutions or their practitioners arising from the purchase of banking and insurance products or the acceptance of banking and insurance-related services (hereinafter referred to as “consumer disputes”). | | 第二条 本办法所称银行业保险业消费投诉（以下简称“消费投诉”），是指消费者因购买银行、保险产品或者接受银行、保险相关服务与银行保险机构或者其从业人员产生纠纷（以下简称“消费纠纷”），并向银行保险机构主张其民事权益的行为。 |
| Article 3 The banking and insurance consumer complaints shall be handled under the principles of legality, compliance, convenience, efficiency, addressing both the symptoms and root causes, and diversified solution. | | 第三条 银行业保险业消费投诉处理工作应当坚持依法合规、便捷高效、标本兼治和多元化解原则。 |
| Article 4 As the primary responsible parties for protecting the lawful rights and interests of consumers and handling consumer complaints, banking and insurance institutions shall be responsible for managing, directing and assessing the handling of the consumer complaints of their entities and branch offices, and coordinating with and supervising their branch offices to appropriately handle various consumer complaints. | | 第四条 银行保险机构是维护消费者合法权益、处理消费投诉的责任主体，负责对本单位及其分支机构消费投诉处理工作的管理、指导和考核，协调、督促其分支机构妥善处理各类消费投诉。 |
| Article 5 All relevant industry associations shall fully maximize their industrial self-regulation role in the resolution of consumer disputes, and coordinate with and promote their member entities' appropriate handling of consumer disputes through negotiation, mediation, arbitration, litigation, and other methods. | | 第五条 各相关行业协会应当充分发挥在消费纠纷化解方面的行业自律作用，协调、促进其会员单位通过协商、调解、仲裁、诉讼等方式妥善处理消费纠纷。 |
| Article 6 As the national supervisory entity for the handling of banking and insurance consumer complaints, the China Banking and Insurance Regulatory Commission (“CBIRC”) shall supervise and direct the handling of banking and insurance consumer complaints across the country. | | 第六条 中国银行保险监督管理委员会（以下简称“中国银保监会”）是全国银行业保险业消费投诉处理工作的监督单位，对全国银行业保险业消费投诉处理工作进行监督指导。 |
| The local offices of the CBIRC at all levels shall supervise and direct the handling of banking and insurance consumer complaints within their jurisdictions and promote the establishment and improvement of the diversified solution mechanism for consumer disputes within their jurisdictions. | | 中国银保监会各级派出机构应当对辖区内银行业保险业消费投诉处理工作进行监督指导，推动辖区内建立完善消费纠纷多元化解机制。 |
| Chapter II Organization and Management | | 第二章 组织管理 |
| Article 7 Banking and insurance institutions shall ensure the smooth handling of consumer complaints in terms of human resources, material resources, and financial resources, designate senior executives or principals to be in charge of their handling of consumer complaints, set up or designate management departments and positions for the handling of their consumer complaints, and rationally appoint staff members. | | 第七条 银行保险机构应当从人力物力财力上保证消费投诉处理工作顺利开展，指定高级管理人员或者机构负责人分管本单位消费投诉处理工作，设立或者指定本单位消费投诉处理工作的管理部门和岗位，合理配备工作人员。 |
| Banking and insurance institutions shall smooth the channels for filing complaints, set up or designate complaint reception areas, be equipped with audio and video recording equipment, record and preserve the process of accepting and handling consumer complaints, strengthen the construction of a consumer complaint management information system, and regulate the consumer complaint handling procedures and management. | | 银行保险机构应当畅通投诉渠道，设立或者指定投诉接待区域，配备录音录像等设备记录并保存消费投诉接待处理过程，加强消费投诉管理信息系统建设，规范消费投诉处理流程和管理。 |
| Article 8 Banking and insurance institutions shall announce their telephone numbers and communication addresses for complaints filing, and other complaint filing channels and consumer complaints handling procedures at the conspicuous positions of official websites, mobile Clients, business premises or office premises, and banking and insurance institutions launching e-mail, official website platforms, and other Internet complaint filing channels shall announce their email addresses and websites, among others, for receiving consumer complaints. In a product or service contract, a banking and insurance institution shall provide a telephone number for filing consumer complaints or other complaint filing channels. | | 第八条 银行保险机构应当在官方网站、移动客户端、营业场所或者办公场所醒目位置公布本单位的投诉电话、通讯地址等投诉渠道信息和消费投诉处理流程，开通电子邮件、官网平台等互联网投诉渠道的，应当公布本单位接收消费投诉的电子邮箱、网址等。在产品或者服务合约中，银行保险机构应当提供投诉电话或者其他投诉渠道信息。 |
| Article 9 In the handling of consumer complaints, banking and insurance institutions shall conduct territorial management and hierarchical responsibility, fully consider and respect the reasonable claims of consumers, and make fair and lawful handling conclusions. They shall find out the causes triggering complaints in a timely manner, improve the traceability and rectification mechanism, pay close attention to consumers' experience, and improve services. | | 第九条 银行保险机构开展消费投诉处理工作应当属地管理、分级负责，充分考虑和尊重消费者的合理诉求，公平合法作出处理结论。及时查找引发投诉事项的原因，健全完善溯源整改机制，切实注重消费者消费体验，提升服务水平。 |
| Article 10 Banking and insurance institutions shall strengthen the management of consumer complaints for business in cooperation with third parties. For consumer disputes arising from cooperative sale of products or provision of services, the banking and insurance institutions shall require the relevant third-party institutions to cooperate with the handling of consumer complaints, verify the matters of the consumer complaints, provide the relevant information in a timely manner, and promote the smooth resolution to consumer complaints. Banking and insurance institutions shall incorporate thirty-party institutions' cooperation with the handling of consumer complaints into the access and exit assessment mechanism of thirty-party cooperative institutions. | | 第十条 银行保险机构应当加强对第三方机构合作业务消费投诉的管理，因合作销售产品或者提供服务而产生消费纠纷的，银行保险机构应当要求相关第三方机构配合处理消费投诉，对消费投诉事项进行核实，及时提供相关情况，促进消费投诉顺利解决。银行保险机构应当将第三方机构对消费投诉处理工作的配合情况纳入合作第三方机构的准入退出评估机制。 |
| Chapter III Handling of Consumer Complaints in the Banking and Insurance Industries | | 第三章 银行业保险业消费投诉处理 |
| Article 11 Banking and insurance institutions shall be responsible for handling consumer complaints arising from the purchase of their products or the acceptance of their services. | | 第十一条 银行保险机构应当负责处理因购买其产品或者接受其服务产生的消费投诉。 |
| Article 12 Banking and insurance institutions may require complainants to file consumer complaints through the complaint filing channels announced by them. | | 第十二条 银行保险机构可以要求投诉人通过其公布的投诉渠道提出消费投诉。 |
| Where a consumption complaint is filed by interview, a banking and insurance institution may require the complainant to file complaint at the designated reception premise. Where several complainants file a same consumer complaint by interview, a representative shall be selected to represent not more than 5 complainants. | | 采取面谈方式提出消费投诉的，银行保险机构可以要求投诉人在其指定的接待场所提出。多名投诉人采取面谈方式提出共同消费投诉的，应当推选代表，代表人数不超过5名。 |
| Article 13 A banking and insurance institution may require a complainant to provide the following materials or information: | | 第十三条 银行保险机构可以要求投诉人提供以下材料或者信息： |
| 1. Basic information on the complainant, including: the name, identity, and contact method of the natural person or his or her statutory agent; the name, domicile, and unified social credit code of the legal person or any other organization, the name, identity, and contact method of the legal representative or primary person in charge, and the name, identity, contact method, and power of attorney of the complaint agent of the legal person or any other organization. | | （一）投诉人的基本情况，包括：自然人或者其法定代理人姓名、身份信息、联系方式；法人或者其他组织的名称、住所、统一社会信用代码，法定代表人或者主要负责人的姓名、身份信息、联系方式，法人或者其他组织投诉代理人的姓名、身份信息、联系方式、授权委托书； |
| 2. Basic information on the respondent, including: the name of the complained banking and insurance institution; the relevant information on the complained banking and insurance practitioner and the name of its subordinate institution. | | （二）被投诉人的基本情况，包括：被投诉的银行保险机构的名称；被投诉的银行业保险业从业人员的相关情况以及其所属机构的名称； |
| 3. Complaint claim, main facts, and relevant basis. | | （三）投诉请求、主要事实和相关依据； |
4. Where a complainant submits written materials, the complainant shall affix signature or seal to the materials.
．．．．．． | | （四）投诉人提交书面材料的，应当由投诉人签字或者盖章。
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