<div class="wxsyncmain"><section style="margin-bottom: 0px; outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; visibility: visible; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><img class="rich_pages wxw-img" style="outline: 0px; width: 677px; display: initial; box-sizing: border-box !important; overflow-wrap: break-word !important; visibility: visible !important;" data-backh="186" data-backw="578" data-ratio="0.32265625" data-s="300,640" data-type="jpeg" data-w="1280" /></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: center; visibility: visible; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="outline: 0px; max-width: 100%; visibility: visible; letter-spacing: 1px; font-size: 14px; color: #888888; box-sizing: border-box !important; overflow-wrap: break-word !important;">图片来源:中国银保监会网站(阅读原文获取)</span></section><section style="margin-bottom: 0px; outline: 0px; max-width: 100%; box-sizing: border-box; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; visibility: visible; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; text-indent: 0em; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">为维护公平公正的金融市场环境,切实保护银行业保险业消费者合法权益,促进行业高质量健康发展,中国银保监会制定并发布了</span><span style="outline: 0px; max-width: 100%; visibility: visible; font-size: 15px; letter-spacing: 1px; color: #e36c09; box-sizing: border-box !important; overflow-wrap: break-word !important;"><strong style="outline: 0px; max-width: 100%; visibility: visible; box-sizing: border-box !important; overflow-wrap: break-word !important;">《银行保险机构消费者权益保护管理办法》</strong></span><span style="font-size: 15px; letter-spacing: 1px;">(以下简称《管理办法》),自<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #000000; text-decoration: underline; visibility: visible; box-sizing: border-box !important; overflow-wrap: break-word !important;">2023年3月1日</span>起施行。<span style="font-size: 15px; outline: 0px; max-width: 100%; text-indent: 2.1875em; visibility: visible; box-sizing: border-box !important; overflow-wrap: break-word !important;">《管理办法》共8章,57条,主要内容包括:</span></span></section><section style="margin-bottom: 0px; outline: 0px; max-width: 100%; box-sizing: border-box; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-indent: 2.1875em; visibility: visible; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; overflow-wrap: break-word !important;"></section><section style="margin-bottom: 0px; outline: 0px; max-width: 100%; box-sizing: border-box; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; visibility: visible; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; text-indent: 0em; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; visibility: visible; box-sizing: border-box !important; overflow-wrap: break-word !important;">一是</strong>关于总体目标、机构范围、责任义务、监管主体和工作原则的规定,<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; visibility: visible; box-sizing: border-box !important; overflow-wrap: break-word !important;">明确银行保险机构承担保护消费者合法权益的主体责任,消费者有诚实守信的义务</span>。</span></section><section style="margin-bottom: 0px; outline: 0px; max-width: 100%; box-sizing: border-box; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-indent: 2.1875em; visibility: visible; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; overflow-wrap: break-word !important;"></section><section style="margin-bottom: 0px; outline: 0px; max-width: 100%; box-sizing: border-box; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; visibility: visible; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; text-indent: 0em; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; visibility: visible; box-sizing: border-box !important; overflow-wrap: break-word !important;">二是</strong>关于消费者权益保护体制机制,要求银行保险机构<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; visibility: visible; box-sizing: border-box !important; overflow-wrap: break-word !important;">将消费者权益保护纳入公司治理、企业文化建设和经营发展战略</span>,建立完善消费者权益保护审查、消费者适当性管理、合作机构管控、内部考核等工作机制,指导银行保险机构加强消费者权益保护体制机制建设,构筑全方位的消费者权益保护工作体系。</span></section><section style="margin-bottom: 0px; outline: 0px; max-width: 100%; box-sizing: border-box; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-indent: 2.1875em; visibility: visible; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; overflow-wrap: break-word !important;"></section><section style="margin-bottom: 0px; outline: 0px; max-width: 100%; box-sizing: border-box; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; visibility: visible; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; text-indent: 0em; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; visibility: visible; box-sizing: border-box !important; overflow-wrap: break-word !important;">三是</strong>规范银行保险机构经营行为,<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; visibility: visible; box-sizing: border-box !important; overflow-wrap: break-word !important;">保护消费者八项基本权利</span>。包括规范产品设计、信息披露和销售行为,禁止误导性宣传、强制捆绑搭售、不合理收费等行为,保护消费者知情权、自主选择权和公平交易权;规范客户身份识别、业务经营、核保理赔管理等,保护消费者财产安全权和依法求偿权;加强消费者教育宣传,提升服务质量,规范营销催收行为,保护消费者受教育权和受尊重权;规范个人信息的收集、使用、传输、外部合作等行为,保护消费者信息安全权。</span></section><section style="margin-bottom: 0px; outline: 0px; max-width: 100%; box-sizing: border-box; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-indent: 2.1875em; visibility: visible; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; overflow-wrap: break-word !important;"></section><section style="margin-bottom: 0px; outline: 0px; max-width: 100%; box-sizing: border-box; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; visibility: visible; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; text-indent: 0em; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; visibility: visible; box-sizing: border-box !important; overflow-wrap: break-word !important;">四是</strong><span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; visibility: visible; box-sizing: border-box !important; overflow-wrap: break-word !important;">加强行业监督管理</span>,对银保监会及其派出机构、各类银行业保险业行业协会、行业纠纷调解组织职责,以及相关监管措施和处罚事项等作出规定,严格行为监管要求,明确对同类业务、同类主体统一标准、统一裁量,依法打击侵害消费者权益乱象和行为。</span></section><section style="margin-bottom: 0px; outline: 0px; max-width: 100%; box-sizing: border-box; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-indent: 2.1875em; visibility: visible; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; overflow-wrap: break-word !important;"></section><section style="margin-bottom: 0px; outline: 0px; max-width: 100%; box-sizing: border-box; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; visibility: visible; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; text-indent: 0em; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">五是</strong>明确适用范围、解释权和实施时间。</span></section><section style="margin-bottom: 0px; outline: 0px; max-width: 100%; box-sizing: border-box; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-indent: 2.1875em; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; overflow-wrap: break-word !important;"></section><section style="margin-bottom: 0px; outline: 0px; max-width: 100%; box-sizing: border-box; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; text-indent: 0em; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">《管理办法》是银保监会贯彻落实党的二十大精神,深入体现<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">以人民为中心的发展思想</span>,建立健全金融消费者保护基本制度,加强和完善<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">行为监管</span>的重要举措,是银保监会在银行业保险业消费者权益保护领域制定的基础性、纲领性文件。银保监会将以《管理办法》出台为契机,进一步督促银行保险机构落实消费者保护主体责任,不断提升<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">金融工作的政治性和人民性</span>,依法保障金融消费者合法权益,维护好金融市场秩序和稳定。</span></section><section style="margin-top: 24px; outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="outline: 0px; max-width: 100%; font-size: 15px; letter-spacing: 1px; box-sizing: border-box !important; overflow-wrap: break-word !important;"><img class="__bg_gif rich_pages wxw-img" style="outline: 0px; box-sizing: border-box; vertical-align: middle; font-family: -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; letter-spacing: 0.544px; display: initial; overflow-wrap: break-word !important; visibility: visible !important; width: 640px !important;" data-ratio="0.03125" data-type="gif" data-w="640" /></span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="outline: 0px; max-width: 100%; font-size: 15px; letter-spacing: 1px; color: #e36c09; box-sizing: border-box !important; overflow-wrap: break-word !important;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">银行保险机构消费者权益保护管理办法</strong></span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="outline: 0px; max-width: 100%; font-size: 15px; letter-spacing: 1px; box-sizing: border-box !important; overflow-wrap: break-word !important;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第一章 总 则</strong></span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第一条</strong> 为维护公平公正的金融市场环境,切实保护银行业保险业消费者合法权益,促进行业高质量健康发展,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。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第二条</strong> 本办法所称银行保险机构,是指在中华人民共和国<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">境内</span>依法设立的向消费者提供金融产品或服务的银行业金融机构和保险机构。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第三条</strong> 银行保险机构承担保护消费者合法权益的<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">主体责任</span>。银行保险机构应当通过适当程序和措施,在业务经营全过程公平、公正和诚信对待消费者。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第四条</strong> <span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">消费者应当</span>诚实守信,理性消费,审慎投资,依法维护自身合法权益。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第五条</strong> 中国银行保险监督管理委员会(以下简称银保监会)及其派出机构依法对银行保险机构消费者权益保护行为实施监督管理。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第六条</strong> 银行保险机构消费者权益保护应当遵循<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">依法合规、平等自愿、诚实守信的<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa;">原则</span></span>。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第二章 工作机制与管理要求</strong></span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第七条</strong> 银行保险机构应当将消费者权益保护<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">纳入公司治理、企业文化建设和经营发展战略</span>,建立健全消费者权益保护体制机制,将消费者权益保护要求贯穿业务流程各环节。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第八条</strong> 银行保险机构<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">董事会</span>承担消费者权益保护工作的<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">最终责任</span>,对消费者权益保护工作进行总体规划和指导,董事会应当设立消费者权益保护委员会。<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">高级管理层</span>应当建立健全消费者权益保护管理体系,确保消费者权益保护目标和政策得到有效执行。<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">监事会</span>应当对董事会、高级管理层消费者权益保护工作履职情况进行监督。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">银行保险机构应当明确履行消费者权益保护职责的部门,由其牵头组织并督促指导各部门开展消费者权益保护工作。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第九条</strong> 银行保险机构应当建立消费者权益保护<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">审查机制</span>,健全审查工作制度,对面向消费者提供的<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">产品和服务在设计开发、定价管理、协议制定、营销宣传等环节</span>进行消费者权益保护审查,<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">从源头上防范</span>侵害消费者合法权益行为发生。推出新产品和服务或者现有产品和服务涉及消费者利益的条款发生重大变化时,应当开展审查。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第十条</strong> 银行保险机构应当建立完善消费者权益保护<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">信息披露机制</span>,遵循<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">真实性、准确性、完整性和及时性<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa;">原则</span></span>,在<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">售前、售中、售后</span><span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">全流程</span>披露产品和服务关键信息。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">银行保险机构应当通过年报等适当方式,将消费者权益保护工作开展情况定期向公众披露。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第十一条</strong> 银行保险机构应当建立<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">消费者适当性管理机制</span>,对产品的风险进行评估并<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">实施分级、动态管理,开展消费者风险认知、风险偏好和风险承受能力测评</span>,将合适的产品提供给合适的消费者。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第十二条</strong> 银行保险机构应当按照相关规定建立<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">销售行为可回溯管理机制</span>,对产品和服务销售过程进行记录和保存,利用现代信息技术,提升可回溯管理便捷性,实现关键环节可回溯、重要信息可查询、问题责任可确认。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第十三条</strong> 银行保险机构应当建立<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">消费者个人信息保护机制</span>,完善内部管理制度、分级授权审批和内部控制措施,对消费者个人信息实施全流程分级分类管控,有效保障消费者个人信息安全。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第十四条</strong> 银行保险机构应当建立<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">合作机构名单管理机制</span>,对涉及消费者权益的合作事项,设定合作机构准入和退出标准,并加强对合作机构的持续管理。在合作协议中应当明确双方关于消费者权益保护的<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">责任和义务</span>,包括但不限于<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">信息安全管控、服务价格管理、服务连续性、信息披露、纠纷解决机制、违约责任承担和应急处置</span>等内容。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第十五条</strong> 银行保险机构应当建立健全<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">投诉处理工作机制</span>,畅通投诉渠道,规范投诉处理流程,加强投诉统计分析,不断溯源整改,切实履行投诉处理主体责任。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第十六条</strong> 银行保险机构应当健全<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">矛盾纠纷多元化解配套机制</span>,积极主动与消费者协商解决矛盾纠纷,在协商不成的情况下,通过调解、仲裁、诉讼等方式促进矛盾纠纷化解。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">消费者向银行业保险业纠纷调解组织请求调解的,银行保险机构无正当理由不得拒绝参加调解。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第十七条 </strong> 银行保险机构应当建立消费者权益保护<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">内部培训机制</span>,对从业人员开展消费者权益保护培训,提升培训效能,强化员工消费者权益保护意识。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第十八条</strong> 银行保险机构应当完善消费者权益保护<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">内部考核机制</span>,建立消费者权益保护内部考核制度,对相关部门和分支机构的工作进行评估和考核。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">银行保险机构应当将消费者权益保护内部考核<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">纳入综合绩效考核体系</span>,合理分配权重,并纳入<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">人力资源管理体系和问责体系</span>,充分发挥激励约束作用。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第十九条</strong> 银行保险机构应当建立常态化、规范化的消费者权益保护<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">内部审计机制</span>,制定消费者权益保护审计方案,将消费者权益保护工作纳入年度审计范围,以<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">5年</span>为一个周期全面覆盖本机构相关部门和一级分支机构。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第三章 保护消费者知情权、自主选择权和公平交易权</strong></span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第二十条</strong> 银行保险机构应当优化产品设计,<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">对新产品履行风险评估和审批程序</span>,充分评估客户可能承担的风险,准确评定产品风险等级。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第二十一条</strong> 银行保险机构应当<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">保障消费者的知情权</span>,使用通俗易懂的语言和有利于消费者接收、理解的方式进行产品和服务信息披露。对产品和服务信息的专业术语进行解释说明,及时、真实、准确揭示风险。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第二十二条</strong> 银行保险机构应当<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">以显著方式</span>向消费者<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">披露产品和服务的性质、利息、收益、费用、费率、主要风险、违约责任、免责条款等可能影响消费者重大决策的关键信息</span>。贷款类产品应当明示年化利率。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第二十三条</strong> 银行保险机构<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #000000; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">不得</span><span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">进行欺诈、隐瞒或者误导性的</span><span style="font-size: 15px; outline: 0px; max-width: 100%; color: #000000; box-sizing: border-box !important; overflow-wrap: break-word !important;">宣传</span>,<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #000000; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">不得</span><span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">作夸大产品收益或者服务权益、掩饰产品风险等虚假或者引人误解的</span><span style="font-size: 15px; outline: 0px; max-width: 100%; color: #000000; box-sizing: border-box !important; overflow-wrap: break-word !important;">宣传</span>。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第二十四条</strong> 银行业金融机构应当根据业务性质,<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">完善服务价格管理体系</span>,按照服务价格管理相关规定,在营业场所、网站主页等醒目位置公示服务项目、服务内容和服务价格等信息。新设收费服务项目或者提高服务价格的,应当提前公示。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第二十五条</strong> 银行保险机构<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">不得允许第三方合作机构</span>在营业网点或者自营网络平台以银行保险机构的名义向消费者推介或者销售产品和服务。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第二十六条</strong> 银行保险机构销售产品或者提供服务的过程中,应当<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">保障消费者自主选择权</span>,<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #000000; box-sizing: border-box !important; overflow-wrap: break-word !important;">不得存在下列情形</span>:</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(一)强制捆绑、强制搭售产品或者服务;</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(二)未经消费者同意,单方为消费者开通收费服务;</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(三)利用业务便利,强制指定第三方合作机构为消费者提供收费服务;</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(四)采用不正当手段诱使消费者购买其他产品;</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(五)其他侵害消费者自主选择权的情形。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第二十七条</strong> 银行保险机构向消费者提供产品和服务时,应当确保风险收益匹配、定价合理、计量正确。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">在提供相同产品和服务时,不得对具有同等交易条件或者风险状况的消费者实行不公平定价。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第二十八条</strong> 银行保险机构应当<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">保障消费者公平交易权</span>,不得存在下列情形:</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(一)在格式合同中不合理地加重消费者责任、限制或者排除消费者合法权利;</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(二)在格式合同中不合理地减轻或者免除本机构义务或者损害消费者合法权益应当承担的责任;</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(三)从贷款本金中预先扣除利息;</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(四)在协议约定的产品和服务收费外,以向第三方支付咨询费、佣金等名义变相向消费者额外收费;</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(五)限制消费者寻求法律救济;</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(六)其他侵害消费者公平交易权的情形。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第四章 保护消费者财产安全权和依法求偿权</strong></span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第二十九条</strong> 银行保险机构应当审慎经营,<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">保障消费者财产安全权</span>,<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">采取有效的内控措施和监控手段</span>,严格区分自身资产与消费者资产,不得挪用、占用消费者资金。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第三十条 </strong> 银行保险机构应当合理设计业务流程和操作规范,在办理业务过程中落实<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">消费者身份识别和验证</span>,不得为伪造、冒用他人身份的客户开立账户。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第三十一条</strong> 银行保险机构应当<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">严格区分公募和私募资产管理产品</span>,严格审核投资者资质,不得组织、诱导多个消费者采取归集资金的方式满足购买私募资产管理产品的条件。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">资产管理产品管理人应当<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #000000; box-sizing: border-box !important; overflow-wrap: break-word !important;">强化受托管理责任</span>,诚信、谨慎履行管理义务。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第三十二条</strong> 保险公司应当<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">勤勉尽责</span>,收到投保人的保险要求后,及时审慎审核投保人提供的保险标的或者被保险人的有关情况。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">保险公司应当对<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">核保、理赔的规则和标准</span><span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">实行版本管理</span>,不得在保险事故发生后以不同于核保时的标准重新对保险标的或者被保险人的有关情况进行审核。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第三十三条</strong> 保险公司收到<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">被保险人</span>或者<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">受益人</span>的赔偿或者给付保险金的请求后,应当依照法律法规和合同约定及时作出处理,不得拖延理赔、无理拒赔。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第五章 保护消费者受教育权和受尊重权</strong></span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第三十四条 </strong> 银行保险机构应当开展<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">金融知识教育宣传</span>,加强教育宣传的针对性,通过消费者日常教育与集中教育活动,帮助消费者了解金融常识和金融风险,提升消费者金融素养。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第三十五条</strong> 金融知识教育宣传应当坚持<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">公益性</span>,不得以营销、推介行为替代金融知识普及与消费者教育。银行保险机构应当建立多元化金融知识教育宣传渠道,在官方网站、移动互联网应用程序、营业场所设立公益性金融知识普及和教育专区。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第三十六条</strong> 银行保险机构应当加强诚信教育与诚信文化建设,<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">构建诚信建设长效机制</span>,培育行业的信用意识,营造诚实、公平、守信的信用环境。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第三十七条</strong> 银行保险机构应当不断提升服务质量,融合线上线下,积极提供高品质、便民化金融服务。提供服务过程中,应当<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">尊重消费者的人格尊严和民族风俗习惯</span>,不得进行歧视性差别对待。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第三十八条 </strong>银行保险机构应当积极融入<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">老年友好型</span>社会建设,优化网点布局,尊重老年人使用习惯,保留和改进人工服务,不断丰富适老化产品和服务。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第三十九条 </strong> 银行保险机构应当充分<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">保障残障人士公平获得</span>金融服务的权利,加快线上渠道无障碍建设,提供更加细致和人性化的服务。有条件的营业网点应当提供无障碍设施和服务,更好满足残障人士日常金融服务需求。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第四十条</strong> 银行保险机构应当<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">规范营销行为</span>,通过电话呼叫、信息群发、网络推送等方式向消费者发送营销信息的,应当向消费者提供拒收或者退订选择。消费者拒收或者退订的,不得以同样方式再次发送营销信息。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第四十一条</strong> 银行保险机构应当<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">规范催收行为</span>,依法依规督促债务人清偿债务。加强催收外包业务管理,委托外部机构实施催收前,应当采取适当方式告知债务人。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">银行保险机构自行或者委托外部机构催收过程中不得存在下列情形:</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(一)冒用行政机关、司法机关等名义实施催收;</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(二)采取暴力、恐吓、欺诈等不正当手段实施催收;</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(三)采用其他违法违规和违背公序良俗的手段实施催收。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第六章 保护消费者信息安全权</strong></span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第四十二条</strong> 银行保险机构<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">处理消费者个人信息</span>,应当坚持<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">合法、正当、必要、诚信原则</span>,切实保护消费者信息安全权。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第四十三条</strong> 银行保险机构<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">收集消费者个人信息</span>应当向消费者<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">告知收集使用的目的、方式和范围等规则,并经消费者同意,法律法规另有规定的除外</span>。消费者不同意的,银行保险机构不得因此拒绝提供不依赖于其所拒绝授权信息的金融产品或服务。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">银行保险机构不得采取变相强制、违规购买等不正当方式收集使用消费者个人信息。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第四十四条</strong> 对于使用书面形式征求个人信息处理同意的,银行保险机构应当以醒目的方式、清晰易懂的语言明示与消费者存在重大利害关系的内容。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">银行保险机构通过线上渠道使用格式条款获取个人信息授权的,<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">不得设置默认同意的选项</span>。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第四十五条</strong> 银行保险机构应当在<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">消费者授权同意等基础上</span>与合作方处理消费者个人信息,在<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">合作协议中应当约定数据保护责任、保密义务、违约责任、合同终止和突发情况下的处置条款</span>。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">合作过程中,银行保险机构应当<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">严格控制合作方行为与权限</span>,<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">通过加密传输、安全隔离、权限管控、监测报警、去标识化等方式,防范数据滥用或者泄露风险</span>。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第四十六条</strong> 银行保险机构应当督促和规范与其合作的<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">互联网平台企业</span>有效保护消费者个人信息,未经消费者同意,不得在不同平台间传递消费者个人信息,法律法规另有规定的除外。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第四十七条</strong> 银行保险机构处理和使用个人信息的业务和信息系统,<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">遵循权责对应、最小必要原则</span>设置访问、操作权限,落实授权审批流程,实现异常操作行为的有效监控和干预。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第四十八条</strong> 银行保险机构应当<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">加强从业人员行为管理</span>,禁止违规查询、下载、复制、存储、篡改消费者个人信息。从业人员不得超出自身职责和权限非法处理和使用消费者个人信息。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第七章 监督管理</strong></span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第四十九条</strong> 银保监会及其派出机构依法履行<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">消费者权益保护监管职责</span>,通过采取监管措施和手段,督促银行保险机构切实保护消费者合法权益。严格行为监管要求,对经营活动中的同类业务、同类主体统一标准、统一裁量,依法打击侵害消费者权益乱象和行为,营造公平有序的市场环境。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第五十条</strong> 银行保险机构发生涉及消费者权益问题的重大事件,应当根据<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">属地监管原则</span>,及时向银保监会或其派出机构消费者权益保护部门报告。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">重大事件</span>是指银行保险机构因消费者权益保护工作不到位或者发生侵害消费者权益行为导致大量集中投诉、引发群体性事件或者造成重大负面舆情等。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第五十一条</strong> 各类银行业保险业<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">行业协会</span>以及各地方<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">行业社团组织</span>应当通过行业自律、维权、协调及宣传等方式,指导会员单位提高消费者权益保护水平,妥善化解矛盾纠纷,维护行业良好形象。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第五十二条</strong> 银保监会及其派出机构指导设立银行业保险业<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">纠纷调解组织</span>,监督银行业保险业消费纠纷调解机制的有效运行。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">银行业保险业纠纷调解组织应当优化治理结构,建章立制,提升调解效能,通过线上、现场、电话等途径,及时高效化解纠纷。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第五十三条</strong> 银保监会及其派出机构对银行保险机构消费者权益保护工作中存在的问题,视情节轻重依法采取相应监管措施,包括但不限于:</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(一)监管谈话;</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(二)责令限期整改;</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(三)下发风险提示函、监管意见书等;</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(四)责令对直接负责的董事、高级管理人员和其他直接责任人员进行内部问责;</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(五)责令暂停部分业务,停止批准开办新业务;</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(六)将相关问题在行业内通报或者向社会公布;</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(七)职责范围内依法可以采取的其他措施。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第五十四条</strong> 银行保险机构以及从业人员违反本办法规定的,由银保监会及其派出机构依据《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》等法律法规实施行政处罚。法律、行政法规没有规定,但违反本办法的,由银保监会及其派出机构责令改正;情节严重或者逾期不改正的,区分不同情形,给予以下<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #ff4c41; box-sizing: border-box !important; overflow-wrap: break-word !important;">行政处罚</span>:</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(一)通报批评;</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(二)警告;</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">(三)处以10万元以下罚款。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">银行保险机构存在严重侵害消费者合法权益行为,且涉及人数多、涉案金额大、持续时间长、社会影响恶劣的,银保监会及其派出机构除按前款规定处理外,可对相关<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #ff4c41; box-sizing: border-box !important; overflow-wrap: break-word !important;">董事会成员</span>及<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #ff4c41; box-sizing: border-box !important; overflow-wrap: break-word !important;">高级管理人员</span>给予警告,并处以10万元以下罚款。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">银行保险机构以及从业人员<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">涉嫌犯罪的</span>,依法移交司法机关追究其<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">刑事责任</span>。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第八章 附 则</strong></span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第五十五条</strong> 本办法所称<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">银行业金融机构</span>是指<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">商业银行、农村信用合作社等吸收公众存款的金融机构以及信托公司、消费金融公司、汽车金融公司、理财公司等非银行金融机构</span>。<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">保险机构</span>是指<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">保险集团(控股)公司、保险公司(不含再保险公司)和保险专业中介机构</span>。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">银保监会负责监管的<span style="font-size: 15px; outline: 0px; max-width: 100%; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">其他金融机构</span>参照适用本办法。邮政企业代理邮政储蓄银行办理商业银行有关业务的,适用本办法有关规定。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第五十六条</strong> 本办法由银保监会负责解释。</span></section><section style="outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第五十七条</strong> 本办法自<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; color: #007aaa; box-sizing: border-box !important; overflow-wrap: break-word !important;">2023年3月1日</span>起施行。</span></section><section style="margin-top: 24px; outline: 0px; max-width: 100%; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><img class="__bg_gif rich_pages wxw-img" style="outline: 0px; box-sizing: border-box; vertical-align: middle; font-family: -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; letter-spacing: 0.544px; display: initial; overflow-wrap: break-word !important; visibility: visible !important; width: 640px !important;" data-ratio="0.03125" data-type="gif" data-w="640" /></section><section style="margin: 20px 16px 10px; outline: 0px; max-width: 100%; box-sizing: border-box; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; letter-spacing: 0.544px; white-space: normal; background-color: #ffffff; text-align: justify; line-height: 1.75em; overflow-wrap: break-word !important;"><section style="padding-right: 8px; padding-bottom: 8px; padding-left: 8px; outline: 0px; max-width: 100%; box-sizing: border-box; display: inline-block; min-width: 10%; vertical-align: top; background-color: #bdddf4; overflow-wrap: break-word !important;"><section style="margin-top: -10px; outline: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important;"><section style="padding: 3px; outline: 0px; max-width: 100%; box-sizing: border-box; display: inline-block; border-bottom: 1px solid #3e3e3e; line-height: 2; letter-spacing: 1.5px; overflow-wrap: break-word !important;"> <p style="outline: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important;">中国银保监会有关部门负责人就《银行保险机构消费者权益保护管理办法》答记者问</strong></span></p> </section></section></section></section><section style="margin-bottom: 0px; padding-right: 8px; padding-left: 8px; outline: 0px; max-width: 100%; box-sizing: border-box; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; text-align: unset; white-space: normal; background-color: #ffffff; line-height: 2; letter-spacing: 1.5px; overflow-wrap: break-word !important;"><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"></section></section><section style="margin-bottom: 0px; padding-right: 8px; padding-left: 8px; outline: 0px; max-width: 100%; box-sizing: border-box; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; text-align: unset; white-space: normal; background-color: #ffffff; line-height: 2; letter-spacing: 1.5px; overflow-wrap: break-word !important;"><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">为切实保护银行业保险业消费者合法权益,践行金融的政治性和人民性,促进行业高质量健康发展,中国银保监会制定并发布了《银行保险机构消费者权益保护管理办法》(以下简称《管理办法》)。银保监会有关部门负责人就相关问题回答了记者提问。</span></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="outline: 0px; max-width: 100%; font-size: 15px; letter-spacing: 1px; color: #e36c09; box-sizing: border-box !important; overflow-wrap: break-word !important;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">一、《管理办法》出台的背景是什么?</strong></span></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">党的十八大以来,在以习近平同志为核心的党中央坚强领导下,我国银行业保险业改革发展取得历史性的伟大成就,银行保险消费者总量不断增加,结构不断丰富多样,<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">保护金融消费者权益成为“国之大者”,是金融业践行以人民为中心发展思想的具体体现</span>。党的二十大报告指出,要实现好、维护好、发展好最广大人民根本利益,紧紧抓住人民最关心最直接最现实的利益问题,着力解决好人民群众急难愁盼问题,扎实推进<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">共同富裕</span>。</span></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">消费者权益保护工作是金融管理工作<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">政治性和人民性</span>最直接的体现,银保监会高度重视金融消费者权益保护,从强化金融知识教育宣传、规范金融机构行为、完善监督管理规则、及时惩处违法违规现象等方面,建立了<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">行为监管框架</span>,全方位督促银行保险机构提升消费者权益保护工作水平。为贯彻落实党的二十大精神,深入体现以人民为中心的发展思想,加强<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">现代金融监管体系</span>,进一步完善银行业保险业行为监管制度,提升消费者权益保护体制机制建设水平,银保监会制定出台《管理办法》。</span></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="outline: 0px; max-width: 100%; font-size: 15px; letter-spacing: 1px; color: #e36c09; box-sizing: border-box !important; overflow-wrap: break-word !important;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">二、制定《管理办法》的总体思路是什么?</strong></span></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;">制定《管理办法》的总体思路和原则,<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">一是</strong>既全面规范经营行为,又注重构建长效机制</span>,从行为规范角度,全面覆盖消费者八项基本权利,同时通过要求银行保险机构将消费者权益保护纳入公司治理、企业文化和经营战略,建立完善消保审查、信息披露、适当性管理、个人信息保护、合作机构管控、消保内部考核和审计等工作机制,构筑全方位的消费者权益保护工作体系,对规范机构行为发挥长效作用。<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">二是</strong>既督促银行保险机构合规经营、履职尽责,又引导金融消费者</span>理性消费、诚实守信,依法维护自身合法权益,并强化金融知识教育宣传,推动诚信文化建设,为金融业高质量发展营造理性良好的市场环境。<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">三是</strong>既着力压实银行保险机构消费者权益保护主体责任,又注重构建</span>包括监管部门、行业协会、行业纠纷调解组织等多主体共同参与、齐抓共管的银行业保险业消费者权益保护体系,共同维护公平公正的金融市场秩序。</span></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="outline: 0px; max-width: 100%; font-size: 15px; letter-spacing: 1px; color: #e36c09; box-sizing: border-box !important; overflow-wrap: break-word !important;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">三、《管理办法》的主要内容是什么?</strong></span></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第一章总则</strong>,规定了《管理办法》出台的目的和依据,责任义务、监管主体、工作原则等内容,指出银行保险机构承担保护消费者权益的主体责任。</span></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第二章</strong>工作机制与管理要求,对银行保险机构消费者权益保护的体制建设和各项机制作出规定,明确“两会一层”消保工作职责,要求银行保险机构建立健全消费者权益保护审查、消费者适当性管理、销售行为可回溯管理、合作机构管理等<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">11项工作机制</span>,指导银行保险机构全方位、系统化提升消费者权益保护工作管理水平。</span></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第三章</strong>保护消费者<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">知情权、自主选择权和公平交易权</span>,对银行保险机构产品设计、信息披露、营销宣传、销售行为、公平定价等作出规定,明确提出应当准确评定产品风险等级,充分披露产品关键信息,新设收费项目或者提高服务价格应当提前公示,以及不得强制捆绑搭售,不得对同等交易条件的消费者实行不公平定价等。</span></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第四章</strong>保护消费者<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">财产安全权和依法求偿权</span>,要求银行保险机构要审慎经营,严格区分自身资产与消费者资产;落实客户身份识别和验证,不得为伪造、冒用他人身份的客户开立账户;资管业务要强化受托管理责任,不得组织、诱导多个消费者采取归集资金方式满足购买私募资产管理产品的条件;保险业务要审慎核保、及时理赔,不得拖延理赔、无理拒赔。</span></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第五章</strong>保护消费者<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">受教育权和受尊重权</span>,对提升消费者金融素养、加强诚信文化建设、尊重消费者人格尊严和风俗习惯、满足老年人和残障人士等特殊人群金融服务需求、规范营销和催收行为等作出规定,优化服务品质,提升服务质量。</span></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第六章</strong>保护消费者<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">信息安全权</span>,对银行保险机构收集、使用、传输消费者个人信息,外部合作、系统和人员管理等方面作出规定,要求在消费者授权同意基础上开展各项个人信息处理活动,开展外部合作应当在合作协议中约定数据保护责任、保密义务等事项,并严格控制合作方行为和权限。</span></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第七章</strong>监督管理,对银保监会及其派出机构、各类银行业保险业行业协会、行业纠纷调解组织职责,以及相关监管措施和处罚事项等作出规定,夯实行为监管执法基础。</span></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">第八章</strong>附则,明确了适用范围、解释权和实施时间。</span></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="outline: 0px; max-width: 100%; font-size: 15px; letter-spacing: 1px; color: #e36c09; box-sizing: border-box !important; overflow-wrap: break-word !important;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">四、《管理办法》体现了哪些新特点、新要求?</strong></span></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">(一)明确消费者权益保护主体责任,系统性提出体制机制建设要求。</strong><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">一是</strong>明确银行保险机构承担保护消费者合法权益的主体责任,将消费者权益保护纳入公司治理、企业文化建设和经营发展战略,要求董事会承担消费者权益保护工作的最终责任。<strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">二是</strong>要求银行保险机构建立健全消费者权益保护工作机制,包括着眼事前预防的消保审查机制、规范销售过程的可回溯管理机制、约束合作行为的合作机构管控机制、妥善解决纠纷的投诉处理和纠纷多元化解机制、加强内部管理的考核与审计机制等,督促银行保险机构筑牢自身消费者权益保护体系的“四梁八柱”,激发内生工作动力,形成不断提升自身消费者权益保护能力的良性循环。</span></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">(二)遵循同类业务、同类主体统一标准原则,加大行政处罚力度。</strong><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">一是</strong>统一同类金融业务的监管标准,将对银行业机构建立消费者适当性管理机制的要求,扩展适用至保险公司。<strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">二是</strong>统一线下和线上业务监管要求,将禁止第三方机构在营业网点以银行保险机构名义推介或者销售产品和服务的要求,扩展适用至自营网络平台;将未经消费者授权同意不得传递其个人信息的要求,扩展适用至互联网平台。<strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">三是</strong>加大对侵害消费者权益行为的追责处罚力度。《管理办法》对于银行保险机构严重侵害消费者合法权益,且造成恶劣影响等情形的行为,<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">除有关责任人员外,还要追究相关董事及高管责任</span>。</span></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">(三)治理群众反映强烈的乱象和突出问题,明确划定行为红线。</strong>《管理办法》积极回应消费者和社会舆论反映强烈的问题,依法设立禁止性规定,精准树立<span style="font-size: 15px; outline: 0px; max-width: 100%; text-decoration: underline; box-sizing: border-box !important; overflow-wrap: break-word !important;">监管“高压线”</span>。比如:针对“滥收费”“霸王条款”“砍头息”等问题,规定不得未经消费者同意单方开通收费服务,不得在协议约定外变相额外收费;不得通过格式合同不合理加重消费者责任;不得从贷款本金中预先扣除利息等。针对不当催收、暴力催收问题,规定实施委外催收前应当告知债务人,不得采取暴力、恐吓、欺诈等不正当手段实施催收。针对“核保空心化、理赔核保化”问题,规定保险公司及时审慎核保,不得在保险事故发生后以不同于核保时的标准重新对保险标的或者被保险人的有关情况进行审核。针对“理赔难”,规定不得拖延理赔、无理拒赔。</span></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"></section><section style="outline: 0px; max-width: 100%; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="font-size: 15px; letter-spacing: 1px;"><strong style="outline: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">(四)规范银行保险机构个人信息处理行为,使行业在充分发挥数据价值的同时切实保护消费者个人信息安全。</strong>《管理办法》对银行保险机构建立健全个人信息保护机制,实施全流程分级分类管控提出了要求。同时,对实践中常见的典型问题,针对性设立个人信息处理行为规范,包括:不得采取变相强制、违规购买等不正当方式收集消费者个人信息;书面形式征求消费者个人信息处理同意时应当以醒目方式、清晰易懂的语言明示与消费者存在重大利害关系的内容;不得在线上渠道设置默认同意的选项获取消费者个人信息授权;遵循权责对应、最小必要原则设置个人信息处理相关系统权限;禁止从业人员违规查询、下载、复制、存储、篡改消费者个人信息等。</span></section></section><section style="margin-bottom: 0px; padding-right: 8px; padding-left: 8px; outline: 0px; max-width: 100%; box-sizing: border-box; color: #222222; font-family: system-ui, -apple-system, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; text-align: unset; white-space: normal; background-color: #ffffff; line-height: 2; letter-spacing: 1.5px; overflow-wrap: break-word !important;"><section style="outline: 0px; max-width: 100%; box-sizing: border-box; text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; overflow-wrap: break-word !important;"></section><section style="margin-bottom: 24px; outline: 0px; max-width: 100%; font-size: 14px; vertical-align: baseline; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; font-family: Arial, 'Heiti SC', 'Microsoft Yahei', simsun; color: var(--color-nickel); text-align: justify; margin-left: 16px; margin-right: 16px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important; border: 0px initial initial;"><span style="outline: 0px; max-width: 100%; color: #3e3e3e; font-family: -apple-system-font, BlinkMacSystemFont, 'Helvetica Neue', 'PingFang SC', 'Hiragino Sans GB', 'Microsoft YaHei UI', 'Microsoft YaHei', Arial, sans-serif; font-size: 15px; letter-spacing: 1px; box-sizing: border-box !important; overflow-wrap: break-word !important;">来源:中国银保监会官网(阅读原文获取)</span></section><section style="margin-top: 0px; white-space: normal;"></section></section> <p style="display: none;"></p> <blockquote>本篇文章来源于微信公众号: 数字金融网</blockquote> </div>