上海市地方金融管理局：印发《上海市小额贷款公司消费者权益保护工作指引》等三项配套制度

Core Viewpoint - The Shanghai Municipal Financial Management Bureau has issued three guidelines to regulate small loan companies, focusing on consumer rights protection, internet platform information reporting, and financial product investment, aiming to ensure the healthy and orderly development of the industry [1][39]. Group 1: Consumer Rights Protection Guidelines - The guidelines aim to standardize the operations of small loan companies, protect consumer rights, and maintain a fair market environment [41][42]. - Small loan companies are required to fulfill their responsibilities in consumer rights protection, ensuring compliance, transparency, and service quality [42][43]. - A collaborative governance system involving internal governance, industry self-regulation, financial management, and social supervision will be established to enhance consumer rights protection [42][43]. Group 2: Work Mechanism and Management Requirements - Small loan companies must integrate consumer rights protection into their governance and corporate culture, with the board of directors being the ultimate responsible entity [43][44]. - Companies are required to develop a comprehensive management system for consumer rights protection, covering all business lifecycle stages from product design to complaint handling [44][45]. - Regular training on consumer rights protection must be conducted, with performance evaluation systems incorporating consumer satisfaction metrics [45]. Group 3: Behavior Norms - Marketing practices must be standardized, ensuring consumers have the option to refuse or unsubscribe from marketing communications [46]. - Companies must provide clear and accurate information about loan products, including risks, in an easily understandable manner [46][47]. - Contracts must be transparent, with essential terms highlighted to ensure consumers are fully informed before signing [47]. Group 4: Dispute Resolution - A robust consumer complaint handling system must be established, with clear channels for consumers to submit complaints [50][51]. - Companies are encouraged to resolve disputes through negotiation, mediation, or arbitration, and must respond to complaints within fifteen working days [51][52]. - A record-keeping system for complaints must be maintained for at least five years to ensure accountability [51]. Group 5: Supervision and Management - Local financial management departments will enhance supervision of consumer rights protection through both off-site and on-site inspections [55][56]. - Companies that violate consumer rights or refuse to cooperate with protection efforts may face penalties or be referred to law enforcement [55][56]. - Compliance with consumer rights protection guidelines will be a key factor in the regulatory rating of small loan companies [56]. Group 6: Internet Platform and Product Information Reporting Guidelines - Small loan companies must report information about their internet platforms and loan products to local financial management departments [59][60]. - Companies are required to submit detailed information about their products, including interest rates and fees, to ensure transparency [60][61]. - Any changes to reported information must be updated within ten working days to maintain accurate records [63][64].