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Notice by the General Office of the China Banking and Insurance Regulatory Commission of Addressing Banking and Insurance Institutions' Irregularities Against Consumer Rights and Interests [Effective]
中国银保监会办公厅关于开展银行保险机构侵害消费者权益乱象整治工作的通知 [现行有效]
【法宝引证码】

Notice by the General Office of the China Banking and Insurance Regulatory Commission of Addressing Banking and Insurance Institutions' Irregularities Against Consumer Rights and Interests 

中国银保监会办公厅关于开展银行保险机构侵害消费者权益乱象整治工作的通知

(No. 194 [2019] of the General Office of the China Banking and Insurance Regulatory Commission) (银保监办发〔2019〕194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; and all insurance group (holding) companies and insurance companies: 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:
For the purposes of improving the work of banking and insurance institutions to protect consumer rights and interests, creating a fair and equitable market order, and effectively safeguarding the lawful rights and interests of banking and insurance consumers, it is decided to arrange for the banking industry and the insurance industry to address irregularities against consumer rights and interests. The relevant matters are hereby announced as follows: 为提升银行保险机构消费者权益保护工作水平,营造公平公正的市场秩序,切实维护银行保险消费者合法权益,决定组织银行业保险业开展侵害消费者权益乱象整治工作。现将有关事项通知如下:
I. Improving ideology and understanding   一、提高思想认识
All banking and insurance institutions and all CBIRC local offices shall accurately understand the spirit of the important speech on strengthening conduct regulation delivered by General Secretary Xi Jinping at the National Financial Work Conference, fully apprehend that the protection of consumer rights and interests is the concentrated embodiment of implementing the people-centered development thinking and that addressing irregularities against the rights and interests of financial consumers is an important part of preventing and eliminating financial risks. All banking and insurance institutions and all CBIRC local offices shall, with deepening the addressing of irregularities against consumer rights and interests as important foothold, face up to problems, adhere to a problem-oriented approach, effectively solve problems, effectually safeguard the lawful rights and interests of financial consumers, and provide important guarantees for improving the people's sense of gains and happiness. 各银行保险机构和各银保监局要准确把握习近平总书记在全国金融工作会议上关于加强行为监管的重要讲话精神,充分认识到消费者权益保护是贯彻落实以人民为中心的发展思想的集中体现,整治侵害金融消费者权益乱象是防范和化解金融风险的重要环节。要以深化整治侵害消费者权益乱象为重要抓手,正视问题,坚持问题导向,真刀真枪解决问题,切实维护金融消费者合法权益,为提升人民群众获得感和幸福感提供重要保障。
II. Specifying the focus of the addressing   二、明确整治重点
The focus of addressing irregularities against consumer rights and interests is institutions, entities, and regions making examination for prominent problems, with the aim of regulating business conduct and protecting the lawful rights and interests of consumers, on the basis of the Guiding Opinions on Strengthening the Protection of Financial Consumers' Rights and Interests (No. 81 [2015], General Office of the State Council), according to the relevant laws and regulations. During the addressing, institutions, entities, and regions shall, in close light of their actual circumstances, in accordance with the forms enumerated in Annex 1, examine anything so enumerated, address anything established, and solve any existing problem. On the basis of comprehensive examination, problems shall be listed one by one and addressed accordingly. 本次侵害消费者权益乱象整治的重点是:以规范经营行为、保护消费者合法权益为目标,以《关于加强金融消费者权益保护工作的指导意见》(国办发〔2015〕81号)为依据,以相关法律法规为准绳,排查本机构、本单位、本地区存在的突出问题。整治工作中,要密切结合自身实际,对照附件1所列表现形式,有什么排查什么,查实什么整治什么,有什么问题解决什么问题。在全面排查的基础上,逐项列出问题清单并对照整改。
III. Strengthening accountability for the addressing   三、强化整治问责
The addressing work shall be mainly based on self-examination by banking and insurance institutions, and regulatory authorities shall conduct supervision and random inspection in due course. Banking and insurance institutions shall open a file on each problem discovered in institutional self-examination or regulatory random inspection, strictly conduct self-examination and self-correction, and effectively enforce accountability at one time. Violations of the house rules and systems of the banking industry and the insurance industry shall be solved by the rules; violations of regulations on the banking industry and the insurance industry shall be punished according to the law; improper business or sale shall be immediately stopped or corrected, and for any problem of infringing the rights and interests of consumers, accountability shall be effectively enforced; and any problem related to illegality or criminality shall be transferred to the judicial authorities for punishment. For any problem discovered in institutional self-examination, the regulatory authorities will impose light, mitigated, or no punishment; and for an institution that conducts self-examination ineffectively, or commits concealment, the regulatory authorities will seriously hold accountable and punish the institution. 本次整治工作以银行保险机构自查为主,监管部门适时开展督导和抽查。银行保险机构对机构自查和监管抽查发现的问题要逐一建档立案,严格自查自纠,一次性问责到位。对于违反银行业保险业内部规章制度的问题,要依规处理;对于违反银行业保险业监管法规的问题,要依法处罚;对开办的不当业务、存在的不当销售行为,要立即叫停或纠正,出现侵害消费者权益问题的要问责到人;对于涉及违法犯罪的问题,要移送司法机关惩处。对于机构自查发现并及时纠正的问题,监管部门将从轻、减轻或不予处罚;对于自查不力,隐瞒不报的机构,监管部门发现后将严肃追责并处罚。
IV. Implementing mechanism-based addressing   四、落实机制整改
Regulatory authorities at all levels shall urge banking and insurance institutions to profoundly analyze problems discovered during the addressing, identify the root of the problems, fix shortcomings in systems, improve the governance system, and establish a permanent mechanism. First, implementing main responsibility. All banking and insurance institutions shall solidly place the main responsibility for addressing irregularities against consumer rights and interests. The board of directors shall assume the ultimate responsibility, and its chairman shall be the primary person responsible; the senior management shall be responsible for implementation; the supervisory board shall assume the supervisory responsibility; and higher institution shall assume the responsibility for management, so as to solidly place the responsibility on specific persons. Second, improving systems and mechanisms. All banking and insurance institutions shall strengthen the top-level design, remedy deficiencies, improve systems and methods for product and service management, complaint management, information protection, and internal evaluation, among others, and strengthen the continual workability and rigid binding force of systems. Third, strengthening fulfillment of responsibility. All banking and insurance institutions shall, through the examination and addressing of problems, strengthen their responsibility, enhance systems, regulate their conduct, and comprehensively improve the level of consumer protection. 各级监管部门要督促银行保险机构深入剖析本次整治发现的问题,查找问题根源,弥补制度短板,完善治理体系,建立长效机制。一是落实主体责任。各银行保险机构要压实深化整治侵害消费者权益乱象的主体责任。董事会担负起最终责任,董事长是第一责任人,高管层担负起执行责任,监事会担负起监督责任,上级机构担负起管理责任,真正使责任落实到位,落实到人。二是完善体制机制。各银行保险机构要加强顶层设计,缺什么补什么,完善产品服务管理、投诉管理、信息保护、内部考核等制度办法,强化制度的持续执行力和刚性约束力。三是强化担当作为。各银行保险机构要通过此次问题排查整改,强责任,硬制度,规范行为,全面提升消保工作水平。
V. Strengthening organizational leadership   五、加强组织领导
As the addressing work is highly comprehensive, and the requirements for examination are clear and specific, all entities shall attach great importance, make prudential arrangements and meticulous organization, and ensure coverage in full business and participation of all their employees. All banking and insurance institutions and all CBIRC local offices shall establish ad hoc task forces, develop ad hoc work plans, and advance implementation level by level. 本次整治工作综合性强,排查要求明确具体,各单位要高度重视,周密安排,精心组织,确保全业务覆盖、全员工参与。各银行保险机构和各银保监局要成立专项工作组,制定专门工作方案,层层推进落实。
1. Self-examination and addressing phase. From October to November 2019, each CBIRC local office will arrange for all the banking and insurance institutions within its jurisdiction to conscientiously conduct self-examination according to the key points of the addressing work and vigorously complete the addressing on the basis of self-examination. Each banking or insurance institution shall complete the self-examination and addressing work before November 30 and make a report in writing to the CBIRC local office. (一)自查整改阶段。2019年10月-11月,各银保监局组织辖内各银行保险机构按照整治工作要点认真开展对照自查,在自查基础上积极完成整改。各银行保险机构应于11月30日前完成自查整改工作并书面报告辖区银保监局。
2. Regulatory random inspection phase. From October to December 2019, each CBIRC local office will conduct regulatory random inspection on key institutions and key business in a timely manner according to the local circumstances. (二)监管抽查阶段。2019年10月-12月,各银保监局根据辖区情况,针对重点机构和重点业务,适时开展监管抽查。
3. Summarization and reporting phase. Each CBIRC local office shall submit a report on addressing irregularities against consumer rights and interests, covering the organization of implementation, self-examination of institutions, regulatory random inspection, administrative punishment, and work recommendations, among others, and the relevant forms (see Annex 2 for details) to the Financial Rights Protection Bureau of the CBIRC before December 15, 2019. (三)总结汇报阶段。各银保监局应于2019年12月15日前,向银保监会消保局报送侵害消费者权益乱象整治工作报告,报告内容应包括组织实施、机构自查情况、监管抽查情况、行政处罚情况和工作建议等内容,并填报相关表格(详见附件2)。
Annexes: 附件:
1. Forms of Irregularities Against Consumer Rights and Interests in Banking and Insurance Industries 1.银行业保险业侵害消费者权益乱象的表现形式
2. Statistical Form for Addressing Banking and Insurance Institutions' Irregularities Against Consumer Rights and Interests (Omitted) 2.银行保险机构侵害消费者权益乱象整治工作统计表(略)
General Office of the China Banking and Insurance Regulatory Commission 中国银行保险监督管理委员会办公厅
September 24, 2019 2019年9月24日
Annex 1 附件1
Forms of Irregularities Against Consumer Rights and Interests in Banking and Insurance Industries 银行业保险业侵害消费者权益乱象的表现形式
I. Irregularities against consumer rights and interests in the banking industry (including without limitation the following)   一、银行业侵害消费者权益乱象(包括但不限于以下方面)
1. Product design (一)产品设计方面
(1) Product takes on many layers and is complexly structured, and the information disclosures in sales materials such as product specifications are untrue, inaccurate and incomplete. 1.产品多层嵌套,结构复杂,产品说明书等销售材料信息披露不真实、不准确、不完善。
(2) Structured deposits are falsely structured and instituted for principal-protected investment, or are promoted and sold as principal-protected product. 2.结构性存款假结构,替代保本理财,或按保本产品宣传销售。
(3) The calculation of the expected return range of investment product is not scientific and reasonable and contains inducing expressions. 3.理财产品预期收益区间测算不科学合理,存在诱导性表述。
2. Marketing and publicity (二)营销宣传方面
(1) Improper publicity and misleading sale. When product and services are publicized, untrue or inaccurate data and information are cited, and past performance is faked or inflated; a promissory undertaking is so made for the future effects, return, or the like of asset management product as to, expressly or impliedly, state that principal is protected, no risk exists, or return is guaranteed; and consumers are so misled, by disguised replacement of concept, improper analogy, implicit assumption, or otherwise, as to believe or have reason to believe that the financial product and services fit their risk tolerance.
......
 1.不当宣传和误导销售。对产品和服务宣传时引用不真实不准确的数据和资料,对过往业绩进行虚假或夸大表述;对资产管理类产品未来效果、收益等做出保证性承诺,明示或暗示保本、无风险或者保收益;使用偷换概念、不当类比、隐去假设等手段,误导消费者相信或有理由相信金融产品和服务与自身风险承受能力相符。
......

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