金融监管总局、中国人民银行、证监会联合发布

Core Viewpoint - The joint issuance of the "Opinions" by financial regulatory authorities aims to enhance the quality of financial dispute mediation across banking, securities, and insurance sectors, establishing a comprehensive and efficient mediation system to improve public satisfaction and engagement [1][2]. Group 1: Objectives and Framework - The "Opinions" set a three-year goal to solidify the foundation of financial dispute mediation, expand its functions, and enhance overall effectiveness, aiming for a well-structured and professional mediation system [1][2]. - Financial regulatory authorities are designated to lead the mediation efforts, with local departments encouraged to develop specific plans based on their unique circumstances [1][4]. Group 2: Mediation Service Network - The "Opinions" emphasize the need to improve the coverage of financial dispute mediation services, ensuring that mediation organizations meet local demands and avoid redundancy [3][5]. - Both online and offline mediation services are to be enhanced, with a focus on accessibility for vulnerable groups such as the elderly and disabled [3][5]. Group 3: Rapid Resolution Mechanisms - The establishment of a quick resolution mechanism for small disputes is encouraged, allowing mediators to propose written solutions for disputes within a certain monetary threshold [5][6]. - Regular evaluations of the effectiveness of this rapid resolution mechanism are mandated, with adjustments made in consultation with financial institutions [6]. Group 4: Financial Institutions' Participation - Financial institutions are urged to recognize the importance of mediation and actively participate, with their involvement being assessed as part of consumer protection evaluations [7]. - The "Opinions" propose measures to integrate mediation into the internal assessment of financial institutions, promoting a culture of compliance and responsiveness to mediation efforts [7].