Zhong Guo Jin Rong Xin Xi Wang·2025-09-23 08:29Core Viewpoint - Agricultural Bank of China Shanghai Branch is committed to enhancing financial consumer protection by implementing a comprehensive consumer protection system and integrating it with business operations to support the construction of Shanghai's "five centers" [1][4]. Group 1: Comprehensive Consumer Protection System - The bank has established an independent consumer protection department, the first of its kind in the system, to enhance the professionalism of consumer protection work [1][2]. - The "one leader" initiative assigns the bank's president to directly oversee consumer protection, promoting integration with corporate governance [1][2]. - A three-tier consumer protection contact mechanism has been created, involving branch, sub-branch, and outlet levels, to improve accountability and efficiency [2][3]. Group 2: Full-Process Consumer Protection Mechanism - The bank has developed a "Smart Consumer Protection" system to enhance preemptive measures against consumer issues, integrating compliance checks into the product service process [3]. - A complaint management team has been formed to streamline communication with consumer protection hotlines and enhance complaint resolution efforts [3]. - The bank emphasizes source governance and continuous improvement in response to consumer complaints, focusing on customer and employee satisfaction [3]. Group 3: Special Group Services - The bank has launched dedicated services for elderly clients, including the establishment of a model elderly financial service outlet and the upgrade of 114 outlets for senior-friendly services [5]. - Innovative products have been developed for entrepreneurial clients, addressing financing challenges faced by small and micro enterprises [5]. Group 4: Financial Education and Brand Building - The bank is actively promoting its "Consumer Protection Knowledge" brand through various public events and media campaigns to enhance financial literacy [6]. - New media initiatives, including the production of micro-films, are being utilized to educate consumers about financial risks and scams [6]. - A culture of consumer protection awareness is being fostered within the organization, with extensive training and outreach activities reaching over 10 million consumers [6].