Source丨21st Century Business Herald(ID:jjbd21)
Author 丨Bian Wanli
Figure Source 丨 Figure worm
On December 16, the Consumer Rights and Interests Protection Bureau of the China Banking and Insurance Regulatory Commission issued the Circular on Huaxia Bank's Infringement of Consumer Rights and Interests (hereinafter referred to as the "Circular"), which pointed out that the on-site inspection of Huaxia Bank's consumer insurance found seven types of violations of laws and regulations that infringed on consumer rights and interests.
In response, Huaxia Bank responded, "Our bank attaches great importance to the relevant problems pointed out in the circular of the Banking and Insurance Regulatory Commission, and immediately checks and reforms during the inspection process, lists the rectification list and specific rectification measures for the problems found, clarifies the rectification responsible departments and time schedules, and promotes rectification and reform quickly and realistically." At present, all the rectification work has been completed, and the responsibility is pursued in an orderly manner. ”
Seven types of violations of laws and regulations that infringe on the rights and interests of consumers include:
I. The publicity of Internet loan interest rates is not standardized, infringing on consumers' right to know.
Second, the appropriateness management is not standardized, selling products that are higher than their risk tolerance to individual customers, and infringing on consumers' right to property security.
Third, the sale of personal accident insurance to personal loan customers infringes on consumers' right to make their own choices.
Fourth, the standard contract forces customers to accept cross-selling, infringing on consumers' right to fair trade.
V. Illegally inquiring, storing, transmitting, and using personal customer information, infringing on consumers' right to information security.
6. Charging fees to individual customers in violation of regulations.
7. Pass on costs to loan customers in violation of regulations.
The "Circular" said, "Huaxia Bank's above-mentioned violations of laws and regulations have seriously infringed on consumers' basic rights such as the right to know, the right to property security, the right to make independent choices, the right to fair trade, and the right to information security, and our bureau has asked them to rectify them." ”
In its response, Huaxia Bank said that for a long time, our bank has always adhered to firmly establishing the "people-centered" development concept, deeply practicing the responsibility of "doing practical things for the masses", taking the diversified needs of consumers as the guide, and conscientiously implementing the main responsibility for the protection of the rights and interests of financial consumers. The relevant problems pointed out in the cbrcation circular reflect the shortcomings and weak links in the process of our bank's commitment to providing more high-quality financial services for financial consumers, and reflect the accuracy and refinement of our bank in carrying out consumer rights protection work.
Huaxia Bank said, "In this regard, our bank has further unified its thinking, improved its understanding, adhered to top-down and self-pressure, comprehensively sorted out similar businesses and similar problems, and done a solid job in rectifying and improving various work." At the same time, our bank will take this regulatory circular as an important opportunity and follow, strictly implement regulatory regulations, pay more attention to the protection of consumer rights and interests, deeply integrate into corporate governance, further promote compliance and steady operation, deepen and improve the construction of institutional mechanisms, deeply cultivate corporate culture, and provide more adequate protection for safeguarding the legitimate rights and interests of financial consumers with high-quality financial services. ”
The "Circular" emphasizes that in view of the above problems, all banking and insurance institutions should take this as a warning, learn from each other, strictly prohibit the renovation of the chaotic pattern of infringing on consumer rights and interests, and repeatedly investigate and repeat the problems; it is necessary to conscientiously implement the "Guiding Opinions of the General Office of the State Council on Strengthening the Protection of The Rights and Interests of Financial Consumers" and the "Guiding Opinions of the China Banking and Insurance Regulatory Commission on the Construction of the Institutional Mechanism for Strengthening the Protection of Consumer Rights and Interests of Banking and Insurance Institutions" and other laws and regulations and consumer protection behavior supervision requirements, and implement the main responsibility for consumer rights and interests protection. Establish and complete institutional mechanisms for the protection of consumer rights and interests, and truly safeguard the lawful rights and interests of consumers.
Editor of this issue Liu Xueying Intern Lin Xiying
