Core Viewpoint - The company emphasizes consumer rights protection as a strategic priority, achieving recognition as the "Outstanding Consumer Rights Protection Enterprise" in the 2025 financial industry awards due to its comprehensive approach to consumer protection [1] Group 1: Strategic Integration of Consumer Protection - The company integrates consumer rights protection into its top-level design, linking it with strategic planning and party organization assessment mechanisms [2] - It has revised over a hundred regulations to establish a consumer protection mechanism covering the entire process from product development to claims [2] - A dedicated consumer protection fund has been established to support educational and assistance initiatives, reinforcing the institutional and cultural foundation for consumer rights protection [2] Group 2: Transparency and Information Disclosure - The company has developed a comprehensive information disclosure system covering pre-sale, in-sale, and post-sale processes to ensure consumer awareness and choice [3] - Information is presented clearly through multiple channels, with special attention to vulnerable groups such as the elderly and foreigners [3] - A regular self-inspection mechanism is in place to ensure the accuracy and accessibility of information, with significant data disclosed through annual reports and other channels [3] Group 3: Financial Education Initiatives - The company has established a regular educational outreach mechanism, allocating specific funds for financial education separate from brand promotion [4] - Over 4,900 educational activities were conducted in 2024, significantly increasing frequency and impact [4] - Innovative use of technology, such as GPT, has been employed to create educational content, merging technology with traditional culture and financial education [4] Group 4: Complaint Handling and Governance - The company has implemented a "one-stop" complaint handling scheme, categorizing cases for efficient processing and achieving 100% closure through a cloud customer service center [5] - A dynamic monitoring system tracks key performance indicators, and a rapid approval channel for complex cases has been established [5] - The company employs a monthly ranking system for consumer protection leaders to enhance accountability and performance [5] Group 5: Inclusive and Innovative Services - The company provides tailored services for special groups, including the elderly, new citizens, and disabled individuals, demonstrating a commitment to equitable and inclusive financial services [6] - New products such as electric vehicle replacement insurance and return shipping insurance have been launched to align with consumer trends [7] - The company is shifting from passive claims to proactive risk management, utilizing technology to reduce consumer risks at the source [7] Group 6: Industry Leadership and Standardization - The company has taken on industry responsibilities by sharing its best practices and has led the development of national standards for complaint handling in the insurance sector [8] - It has participated in the creation of service standards for elderly consumers and has contributed to self-regulatory rules for consumer suitability in the insurance industry [8] - Since 2022, the company has conducted numerous training sessions to share advanced consumer protection concepts and management experiences with the industry [8]