China Fund News reporter Yan Jingying There are new trends in the protection of small and medium investors, and two important group standards have been released! On May 15, the Securities Association of China released two group standards, "Securities Company Complaint Handling St

China Fund News reporter Yan Jingying

There are new trends in the protection of small and medium investors, and two important group standards have been released!

It is reported that the "Complaint Handling Standards" mainly cover concepts related to complaint handling, distinguish complaint types, clarify complaint methods and channels, formulate complaints handling principles, establish a securities company complaint handling system, formulate complaint handling procedures, and emphasize the supervision of securities companies' complaint handling. etc.

"Customer Return Visit Standards" further standardizes the customer return visit work of securities companies, establishes customer return visit group standards, and guides the customer return visit work of securities companies. It mainly involves classifying common categories of customer return visits, proposing basic requirements for customer return visits, and building a customer return visit work system.

Many industry insiders pointed out that the release of the two group standards provides more refined and systematic operating guidelines for securities companies’ complaint handling and customer return visits. The clarification of standards helps to actively protect the rights and interests of investors and effectively reduce the rate of customer complaints. Securities companies can also get clear guidance and know exactly how they should act, which greatly improves work efficiency and customer satisfaction.

Let’s see the details -

Establishing refined and systematic complaint handling standards

Over the years, regulatory authorities have regarded investor protection as a top priority. Establishing and improving investor protection mechanisms and efficient complaint handling procedures are the guarantee. Important measures to protect investor rights and maintain market order.

There are currently relevant laws, regulations, self-regulatory rules, etc. that stipulate the handling of complaints by securities companies, but most of them are requirement-based and principled. Extensive research found that in a rapidly changing market environment, securities companies face a series of practical problems that need to be solved urgently, such as incomplete complaint management mechanisms, different classifications of complaint types, unclear responsibilities of internal departments, and low complaint handling efficiency. Therefore, there is an urgent need to establish a more refined and systematic complaint handling standard.

According to the scope of the standard, the "Complaint Handling Standard" provides work requirements, management systems and organizational implementation standards for securities companies' complaint handling, as well as recommended handling methods for scenarios that may be encountered during the specific implementation process, and is applicable to securities companies' complaint handling work. management and implementation.

"Complaint Handling Standards" consists of twelve parts, mainly covering concepts related to complaint handling, distinguishing complaint types, clarifying complaint methods and channels, formulating principles for handling complaints, establishing a complaint handling system for securities companies, formulating complaint handling procedures, emphasizing that securities companies Complaint handling supervision, etc.

At the same time, the "Complaint Handling Standards" also includes charts such as a list of archived materials and a complaint handling flow chart, which clearly and concisely clarify the intermediate processes and different handling results required from the complainant's complaint to the final handling.

CICC Fortune Securities stated that the new standard clearly defines the relevant concepts of complaint handling, differentiates complaint types in multiple dimensions, and stipulates the methods and channels of complaints, handling principles, handling procedures, etc. . This enables securities companies to have clear guidance when handling complaints and know exactly how they should act, greatly improving work efficiency and improving customer satisfaction.

Judging from the practice of CICC Wealth Securities, its company implements the first inquiry responsibility system in handling customer complaints. CICC Wealth Securities has always advocated the proper resolution of customer disputes internally and actively safeguarded the rights and interests of customers. In terms of complaint handling, CICC Wealth Securities has taken a series of measures, including increasing employee compliance training, optimizing business processes, strengthening customer service notifications and delisting business risk disclosure, etc. These measures have effectively reduced the number of customer complaints and provided investors with a better service experience.

Huafu Securities believes that the announcement of the "Complaint Handling Standards" is not only a reflection of the inherent responsibilities of securities companies, but also an urgent requirement of the large-scale investment insurance pattern in the new era. It marks that my country's securities industry has taken a solid step in the field of investor rights protection, helping The industry has developed an efficient, collaborative and innovative working model for complaint handling.

In practice, Huafu Securities has established a complaint handling electronic transfer system to achieve refined management of "one complaint, one file", ensuring that each complaint can be effectively tracked, reasonably transferred, rigorously reviewed and approved, and traces are left throughout the process. Greatly improve processing efficiency and transparency. In addition, Huafu Securities has also strengthened the collection and sorting of complaint information, strengthened internal control and employee training, and increased investor education and risk disclosure.

Clear the standards for customer return visits

Do a good job in daily risk mitigation work

Like customer complaints, customer return visits are also an important part of investor protection. The "Customer Return Visit Standards" released by the China Securities Association is positioned at the management and implementation of customer return visits of securities companies. It proposes work requirements, management systems and organizational implementation reference standards for customer compliance return visits of securities companies, and provides guidance for the implementation process of customer return visits. A variety of scenarios encountered in the process provide feasible suggestions and solutions, filling the gap in the standards for customer return visits in the securities industry.

Looking back, the practice of customer return visits in the securities industry has always been faced with the dilemma of unclear standards and unclear requirements. The Securities Association of China guided the group standard drafting group to sort out the current laws, regulations, self-regulatory rules and other provisions on customer return visits of securities companies, and Learn from the industry’s best practices in return visits and form easy-to-use working standards to provide a reference for securities companies to fulfill their customer return visit obligations.

Specifically, the "Customer Return Visit Standards" mainly reflect three major aspects:

First, it divides common categories of customer return visits. The "Customer Return Visit Standards" classify customer return visits from the dimensions of return visit methods and business scenarios, including return visits for new account openings. , abnormal situation return visits, appropriateness return visits, etc., and explanations and work tips for each category are provided so that securities companies can effectively manage various return visits.

The second is to put forward the basic requirements for customer return visits. The "Customer Return Visit Standards" puts forward the basic working principles that securities companies should abide by when carrying out customer return visits, including that securities companies should fully respect the wishes of customers and consciously maintain the security of customers' personal information. Return visit personnel must not Return visits to customers that I serve or have direct interests in, etc.

The third is to build a customer return visit work system. The "Customer Return Visit Standards" provide the division of responsibilities and work standards, work processes, work priorities, etc. for key return visit positions such as customer return visit management positions, execution positions, and quality inspection positions, and emphasize the application of return visit results. Guide securities companies to analyze customer return visit results data in order to improve product and service quality and optimize relevant systems and processes.

In addition, regarding the classification of return visits that is of greater concern to the industry, the "Customer Return Visits Standards" absorb the opinions and suggestions of most securities companies, and content such as product sales return visits and reminder return visits are no longer separately classified. At the same time, the "Customer Return Visit Standards" also reminds that securities companies should pay attention to the large differences in the actual situations of individual customers when carrying out work, and should carry out flexibly according to the principles of return visits and do a good job in daily risk resolution.

Huaan Securities believes that customer return visits are an important channel for securities companies to understand their customers, one of the important links in investor protection, and an important starting point for improving the effectiveness of securities companies' compliance and internal control management. By communicating with investors, on the one hand, we can further confirm the willingness, autonomy and compatibility of customers to purchase products or services, reveal investment risks, and strengthen investor education; on the other hand, we can understand whether there are any violations by employees in the exhibition industry, Improve investors' awareness of risk prevention. In addition, customer opinions and suggestions can also be widely collected to enhance and consolidate securities companies to improve investor service quality.

In practice, Huaan Securities insists on deepening the application of financial technology in counter business and completed the construction of an intelligent outbound call system in 2022.Huaan Securities actively uses robot outbound calls and electronic questionnaire return visits to carry out regular return visits, focusing on manual return visits for investors holding high-risk products and services, and concentrates its superior resources to maximize the value of customer services.

Chen Liyuan, deputy general manager of the Legal and Compliance Department of Guotai Junan, also mentioned that standardizing customer return visits is conducive to timely discovery and correction of irregularities in securities companies’ business activities, smoothing communication channels with customers, and making it easier to listen to customers’ opinions and suggestions. .

In this regard, Guotai Junan has formulated an internal return visit system and work guidelines to clarify the company's customer return visit responsibilities, customer return visit project types and customer return visit requirements; for return visit issues under different circumstances, it guides branches to adopt different measures to deal with them; combined with work Actual situation, earnestly perform supervision and management responsibilities and follow-up disposal.

Editor: Xiaomo

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