On May 15, the sixth "May 15 National Investor Protection Publicity Day", the Securities Association of China (hereinafter referred to as the "China Securities Association") released two industry standard documents, namely, the Standards for Handling Complaints of Securities Companies and the Standards for Returning Customers of Securities Companies, for voluntary adoption by members and other units. The two industry standards are led by Huafu Securities and Hua'an Securities, members of the Professional Committee of Investor Service and Protection of the China Securities Association.
The Standard for Complaint Handling covers the definition of relevant concepts of complaint handling, multi-dimensional differentiation of complaint types, ways and channels of filing complaints, formulation of complaint handling principles, formulation of complaint handling procedures, clarification of complaint handling workflow, and emphasis on supervision of complaint handling of securities companies, which will help securities companies improve the quality and efficiency of complaint handling and clarify their work responsibilities, Prevent work shifting.
The Group Standards for Customer Return Visit puts forward the working requirements, management system and reference standards for organization and implementation of customer compliance return visit of securities companies, provides feasible suggestions and handling methods for various scenarios encountered in the implementation of customer return visit, and fills the gap in the standards for customer return visit groups in the securities industry.
The institution believes that the release of the two standards will promote the further standardization of complaint handling and return visit work of securities companies, provide guidance for the standardized development of relevant work of securities companies, and also provide reference models for solving some difficult and confusing problems in practical work, which is another dynamic practice of the capital market to effectively protect the legitimate rights and interests of investors.
Reporter Lin Qian and Hu Yu
Gather industry wisdom
Extensive solicitation of opinions and suggestions
As the leading unit of the drafting group of the Group Standards for Customer Return Visit, Hua'an Securities summarized its own experience and learned from the industry's excellent practice of return visit by combing the existing laws, regulations, self-discipline rules and other provisions on customer return visit of securities companies, formed the first draft of the group standards, and solicited opinions from the community and proposed amendments and improvements. Under the guidance of China Securities Association, it will be finally released after technical review, expert review, proofreading and revision.
Hua'an Securities has always insisted on deepening the application of financial technology in counter business, and completed the construction of intelligent outbound call system in 2022. As an excellent unit for customer return visit, Hua'an Securities actively uses robot outbound calls and electronic questionnaires to carry out regular return visits, and focuses on manual return visits for investors holding high-risk products and services, so as to maximize the value of customer service by concentrating advantageous resources.
The formulation of group standards is also a process of gathering industry wisdom and cultural consensus. Huafu Securities, as the leader of the preparation of the Complaint Handling Standards, has fully incorporated the protection of the legitimate rights and interests of investors into the overall planning of corporate governance, corporate culture construction and business development strategy at the company level, forming a complete protection mechanism and institutional framework.
In practice, Huafu Securities attaches particular importance to the optimization and innovation of complaint handling process. First, through the establishment of an electronic transfer system for complaint handling, it has realized the fine management of "one complaint and one file", ensuring that each complaint can be effectively tracked, reasonably transferred, rigorously approved and left traces throughout the process, greatly improving the handling efficiency and transparency. The second is to strengthen the collection and sorting of complaint information, so that customers can take appropriate complaint methods and channels to express their own demands. Third, strengthen internal control and staff training. Through continuous internal control review, normalized business and company wide complaint handling training, the company's professional ability and complaint handling ability were improved. The fourth is to strengthen the publicity of investor education and risk disclosure, and widely carry out online and offline consumer financial knowledge popularization activities.
Within the framework of the current system of the China Securities Regulatory Commission and the China Securities Association, the 12386 service platform operation announcement and other frameworks, combined with a large number of excellent experience accumulated in the industry complaint handling practice, it took a year and a half to gather the wisdom of regulators, industry associations, more than one hundred industry elites and other parties through multiple rounds of industry wide solicitation of opinions, in-depth discussions and repeated demonstrations, Finally, the Complaint Handling Standard is formed.
Strengthen communication with investors
Improve the compliance internal control management of securities companies
Customer return visit is an important channel for securities companies to understand customers, one of the important links of investor protection, and an important starting point to improve the effectiveness of compliance and internal control management of securities companies. Through communication with investors, on the one hand, it can further confirm the willingness, autonomy and matching of customers to purchase products or services, reveal investment risks, and strengthen investor education; On the other hand, we can know whether the employees have violated the rules in the exhibition, and improve the investor's awareness of risk prevention; In addition, customers' opinions and suggestions can be widely collected to strengthen and consolidate securities companies and improve the quality of investors' services.
The Group Standards for Customer Return Visit is divided into nine chapters, which mainly combs the current laws and regulations, self-discipline rules and other provisions on customer return visit of securities companies from three aspects. First of all, divide the common categories of customer return visits, classify customer return visits from the dimensions of return visit methods and business scenarios, and explain and work tips for each category, so that securities companies can effectively manage various return visits.
Secondly, the Group Standards for Customer Return Visit put forward the basic requirements for customer return visit, and defined the basic working principles that securities companies should follow when carrying out customer return visit work, including that securities companies should fully respect the wishes of customers, consciously maintain the security of customers' personal information, and return visit personnel should not return visit customers who serve or have direct interests.
Finally, the Group Standards for Customer Return Visit has established a customer return visit work system, listing the division of responsibilities, work standards, work processes, work priorities, specific examples, etc. of key return visit posts such as customer return visit management post, execution post, quality inspection post, etc., emphasizing the application of return visit results, and guiding securities companies to analyze the data of customer return visit results, In order to improve the quality of products and services and optimize relevant systems and processes.
In the view of Hua'an Securities, the preparation and release of the Standards for Customer Return Visit Groups organized by the China Securities Association will help to implement the "highlight the people centered value orientation and more effectively protect the legitimate rights and interests of investors, especially small and medium-sized investors" emphasized in the Several Opinions of the State Council on Further Promoting the Healthy Development of the Capital Market (the new "National Ninth Article" for short) The development goal of is of great significance, which helps guide the industry to continuously improve the comprehensive practice quality and help the high-quality development of the capital market.
Solve the difficulties related to complaint handling
Close to the actual needs of investors
The promulgation of the new "National Ninth Article" has significantly improved the strategic position of investor rights protection in the overall development of the capital market. Wu Qing, chairman of the CSRC, said earlier that investors are the foundation of the market at the May 15 National Investor Protection Publicity Day in 2024. Protecting the legitimate rights and interests of investors, especially small and medium-sized investors, is the concrete embodiment of the people centered development idea in the capital market field.
At the same time, Wu Qing stressed that the CSRC will focus on the implementation of investor protection throughout all aspects of the whole process of capital market system construction and supervision and law enforcement. The Complaint Handling Standard seeks to solve the difficulties related to complaint handling, fully close to the actual needs of China's securities market, and focus on the feedback mechanism of complaints and complaint handling involving the cooperation of third-party professional institutions, aiming to boost investor confidence and ensure that each investor's legitimate and reasonable demands can be responded to in a timely, fair and effective manner, To jointly promote the group standards to be more refined, systematic, scientific and practical.
It can be seen that the publication of the Complaint Handling Standards is not only the embodiment of the internal responsibilities of securities firms, but also the urgent requirement of the new era of large insurance pattern, marking a solid step in the protection of investors' rights and interests in China's securities industry, helping the industry to form an efficient, collaborative and innovative work model for complaint handling.
"Investors, especially small and medium-sized investors, are often in a weak position in the capital market. As a financial institution, we should have empathy and compassion for investors, and properly solve investors' complaints with a high sense of responsibility." Huafu Securities said that it hopes that the Complaint Handling Standards can be promoted in the industry and effectively safeguard the legitimate rights and interests of investors, The company will also actively cooperate with the China Securities Association to promote and interpret, and continue to collect opinions and suggestions in the process of industrial application, so as to provide practical basis for continuous improvement of the complaint handling mechanism. We firmly believe that with the joint efforts of the whole industry, securities companies will fully implement corporate social responsibility, improve the effectiveness of investor education and protection, promote the high-quality development of the financial market, and the securities market will have a better future.
