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Notice by the China Banking Regulatory Commission of Issuing the Measures of the China Banking Regulatory Commission for the Administration of Public Complaints and Proposals [Expired]
中国银监会关于印发银监会信访工作办法的通知 [失效]
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Notice by the China Banking Regulatory Commission of Issuing the Measures of the China Banking Regulatory Commission for the Administration of Public Complaints and Proposals 

中国银监会关于印发银监会信访工作办法的通知

(No. 53 [2016] of the China Banking Regulatory Commission) (银监发[2016]53号)

The Measures of the China Banking Regulatory Commission for the Administration of Public Complaints and Proposals are hereby issued to you for your compliance and implementation. 现将中国银监会信访工作办法印发给你们,请遵照执行。
December 22, 2016 2016年12月22日
Measures of the China Banking Regulatory Commission for the Administration of Public Complaints and Proposals 中国银监会信访工作办法
Chapter I General Provisions 

第一章 总则

Article 1 These Measures are developed in accordance with the Banking Supervision Law of the People's Republic of China, the Regulation on Complaint Letters and Visits, and other laws and regulations for the purposes of regulating the public complaint and proposal work of the China Banking Regulatory Commission, promoting the responsible, transparent, and law-based handling of public complaints and proposals, protecting the legitimate rights and interests of complainants and preserving the order for making public complaints and proposals.   第一条 为规范银监会信访工作,推进责任信访、阳光信访和法治信访建设,保障信访人的合法权益,维护信访秩序,依据《中华人民共和国银行业监督管理法》、《信访条例》等法律法规,制定本办法。
Article 2 For the purpose of these Measures, “public complaint or proposal” means any activity in which a citizen, legal person, or any other organization reports facts or submits proposals, opinions or complaint requests by letter, e-mail, fax, telephone or visit or through other means to the China Banking Regulatory Commission (“CBRC”) or a local office thereof, which deals with them in accordance with law.   第二条 本办法所称信访,是指公民、法人或其他组织采用书信、电子邮件、传真、电话、走访等形式,向银监会及其派出机构反映情况,提出建议、意见或者投诉请求,依法应由银监会及其派出机构处理的活动。
Article 3 The CBRC and its local offices shall handle public complaints and proposals within the scope of their functions and duties under the principles of territorial jurisdiction, hierarchical responsibility, “whoever is in charge shall take the responsibility”, and combining lawful, timely and on-site settlement of problems with ideological education, so as to supervise banking institutions in fulfilling their primary responsibility for handling public complaints and proposals in the banking sector, effectively prevent the intensification of conflicts and the transformation of problems, safeguard their legitimate rights and interests in accordance with law, and promote social harmony and stability.   第三条 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,银监会及其派出机构分级处理其职责范围内的信访事项,督促银行业金融机构履行处理银行业信访问题的主体责任,切实防止矛盾激化、问题转化,依法维护合法权益,促进社会和谐稳定。
Article 4 The CBRC and its local offices shall establish a working pattern of handling public complaints and proposals featuring unified leadership, departmental coordination, overall planning and all-round consideration, both temporary and permanent solutions, assumption of their own responsibilities, and joint administration and collective governance, and improve the quality and efficiency of handling public complaints and proposals by establishing and making use of joint meetings for handling public complaints and proposals and mechanisms for the screening, mediation, and handling of public complaints and proposals, the investigation and handling of public complaints and proposals and for the emergency handling of public complaints and proposals.   第四条 银监会及其派出机构建立统一领导、分工协调,统筹兼顾、标本兼治,各负其责、齐抓共管的信访工作格局,通过建立并发挥信访联席会议、矛盾纠纷排查调处以及信访突发事件应急处理等机制的作用,提升信访工作质效。
Article 5 The CBRC and its local offices shall establish and improve the responsibility system for public complaints and proposals and fully implement the responsibilities of leading officials and employees at all levels in handling public complaints and proposals. The supervision, assessment and evaluation, and appraisal and commendation for the handling of public complaints and proposals shall be conducted on a regular basis.   第五条 银监会及其派出机构建立健全信访工作责任制,全面落实各级领导干部、工作人员信访工作责任。定期开展信访督查、考核评价和评先表彰活动。
Chapter II Working System for Handling Public Complaints and Proposals 

第二章 信访工作体系

Article 6 The CBRC and its local offices shall exercise centralized management over the handling of public complaints and proposals, determine the department for handling public complaints and proposals, shall be responsible for assigning and supervising the handling of public complaints and proposals within their jurisdictions, and shall coordinate and promote the handling of major complicated public complaints and proposals; they shall supervise and guide organs at the lower level; they shall liaise and coordinate the handling of public complaints and proposals by the government at the same level.   第六条 银监会及其派出机构信访工作实行归口管理,确定信访工作部门,负责分办、督办本单位信访事项,协调推动重大、疑难信访问题处理;督促指导下级机关信访工作;联系协调同级政府信访工作机构。
Other departments shall conscientiously perform their duties for handling public complaints and proposals, handle public complaints and proposals in accordance with law, and give replies within the specified time limit. 其他各部门应当认真履行信访事项办理职责,依法处理信访问题,按时限提出答复意见。
Article 7 The department for handling public complaints and proposals shall be fully staffed by qualified personnel. The personnel responsible for handling public complaints and proposals shall have high political quality, corresponding professional level, and be familiar with relevant laws and regulations.   第七条 信访工作部门应当配备充足、合格的工作人员。信访工作人员应当具有较高的政治素质、相应的业务水平,熟悉有关法律法规。
The authorities at all levels shall strengthen the training of the officials responsible for handling public complaints and proposals, increase communication with them, select in a planned way outstanding officials—especially those who are to be promoted to be a director (or section chief)—to be trained in the department for handling public complaints and proposals. 各级机构应当加强对信访干部的培训,加大信访干部交流力度,有计划地选派优秀干部特别是拟提拔的处(科)级干部到信访工作部门锻炼。
Article 8 The department for handling public complaints and proposals shall have sufficient resources and material support.   第八条 信访工作部门应当具有足够的资源支持和物质保障。
As required by the efforts to handle public complaints and proposals, steps shall be taken to set up special sites for receiving complainants that are equipped with audio and video recording equipment. 根据信访工作需要,设立专门用于接待走访人员的场所,配备录音录像等设备。
Article 9 The department for handling public complaints and proposals shall establish and improve the online handling procedures, supervise and guide the relevant departments in improving various roles of the complaint information management system in handling public complaints and proposals, and regularly log on into and effectively use the complaint information management system.   第九条 信访工作部门应当建立完善网上办信流程,督促指导相关部门完善信访信息管理系统各类信访事项办理角色,定期登录和有效利用信访信息管理系统。
Article 10 The department for handling public complaints and proposals shall strengthen the building of the mechanism for reporting and sharing information on public complaints and proposals, establish a responsive and smooth communication network, strengthen the analysis and research on public complaints and proposals in conjunction with relevant departments, and establish a system for regular analysis and notification of information on public complaints and proposals.   第十条 信访工作部门应当加强信访信息报告和共享机制建设,建立反应灵敏、联系畅通的信访信息网络,会同相关部门加强对信访情况的分析研究,建立信访信息定期分析通报制度。
Within 15 days after half a year or the year, a semi-annual or annual analysis report on public complaints and proposals shall be submitted to the department for handling public complaints and proposals at a higher level. 于半年、年度结束后15日内,向上级信访工作部门正式报送半年和全年信访情况分析报告。
Article 11 If the department for handling public complaints and proposals and the relevant departments discover that there is some important and sensitive information in the letters and visits received such as information with tendentiousness and signs, emergency and public complaint and proposal emergencies, they shall report in a timely manner.   第十一条 信访工作部门及相关部门发现来信来访中带有倾向性、苗头性的重要信息、紧急情况以及信访突发事件等重大、敏感信息,应当及时报告。
Article 12 The department for handling public complaints and proposals shall strengthen communication with banking institutions and establish a mechanism of inspection and supervision of handling and analysis report; it shall, together with relevant departments, regularly summarize, analyze, evaluate and report information on the handling of public complaints and proposals involving banking institutions; it shall establish and improve a joint-action mechanism for handling public complaints and proposals and other supervision.   第十二条 信访工作部门应当与银行业金融机构加强沟通,建立督查、督办制度以及信访分析通报机制;会同相关部门定期汇总、分析、评估和通报涉及银行业金融机构信访工作情况;建立完善信访工作与其他监管工作联动机制。
Article 13 The department for handling public complaints and proposals shall strengthen its liaison and cooperation with the organs for handling public complaints and proposals under the government at the same level, voluntarily accept the relevant business guidance and work coordination, and conduct information communication and exchange in a timely manner.   第十三条 信访工作部门应当加强与同级政府信访工作机构的联系和工作配合,自觉接受相关业务指导、工作协调,及时沟通情况、交流信息。
Article 14 The department for handling public complaints and proposals shall establish a system for managing public complaints and proposals and archives, properly keep public complaints and proposals and archives, and file and retain the important information concerning the handling of public complaints and proposals such as notification letters, handling orders, replies, and reports according to the provisions on archives management.   第十四条 信访工作部门应当建立信访档案管理制度,妥善保管信访档案资料,对信访的告知书、办理单、答复意见、报告等重要资料,按档案管理规定予以立卷保存。
Chapter III Submission of Public Complaints and Proposals 

第三章 信访事项的提出

Article 15 The department for handling public complaints and proposals shall publish at its reception sites or on its website such information as the relevant laws, regulations and rules relating to the handling of public complaints and proposals, the procedures for handling public complaints and proposals, the correspondence address, e-mail, complaint phone number of the department for handling public complaints and proposals.   第十五条 信访工作部门应当在信访接待场所或网站公布与本单位信访工作相关的法律、法规、规章,信访事项的处理程序、信访工作部门的通信地址、投诉电话等信息。
A complainant shall, in accordance with law, express his or its complaints by letter, fax or E-mail or in other written forms, specify the name of the entity or person complained about, complaint facts and request, as well as the name, address, contact information and other information of the complainant.
......
 信访人应当依法采用书信、传真、电子邮件等书面形式表达诉求,写明所反映单位名称或者人员姓名、反映事实、投诉请求,以及信访人的姓名或者单位名称、住址、联系方式等要素。
......

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