Industrial Bank Held Specialized Training on Consumer Rights Protection Case Analysis and Branch Monitoring Guidance

On September 5th, the Consumer Rights Protection Office of IB Headquarter carried out a specialized training on consumer rights protection cases throughout the Bank. The training content was combined with typical violation cases in daily regulatory penalties and consumer protection review work, and centered on consumers’ right to be informed, right to choose, right of fair deal, right of information security, right to be respected, etc. It emphasized the interpretation of high-frequency and high-risk regulatory penalties such as the lack of personal information protection, misleading sales, and non-compliant information disclosure. At the same time, by analyzing customer complaints in the past six months, identifying the reasons for complaints, and tracing the key issues that need attention before conducting business, the training aimed to explain the compliance issues in business operation, in alignment with regulatory requirements.

In addition, to promote the orderly implementation of the quality monitoring of consumer protection services for third-party branches throughout the Bank in 2023, further improve the quality of consumer protection services at branches, and strengthen the compliance awareness of employees in consumer protection, the IB Headquarter held a specialized training on branch monitoring guidance at the same time.

The training primarily focused on the overall situation of consumer protection service monitoring at the Bank’s branches. It aimed to provide guidance on key aspects of reporting and complaint processes, and to standardize them. Based on the issues identified during the monitoring in the first half of this year, the training also interpreted the key inspection indicators in the monitoring standards, clarified the requirements for rectifying the identified issues, and outlined the subsequent key areas for inspection.

This training holds great significance for the employees in the consumer protection management positions of our bank. It actively promotes a thorough understanding of key compliance elements in the process of conducting business with a focus on consumer protection. By instilling a strong awareness of consumer protection compliance in all aspects of our Bank’s product and service offerings, this training provides robust support in safeguarding the legitimate rights and interests of financial consumers.