1. Consumer Protection Training

In 2024, the Bank conducted targeted consumer rights protection training for employees, focusing on suitability management, personal data protection, complaint handling, and consumer rights protection review mechanisms.

All Employees: An annual training and examination activity titled “Learn Consumer Protection for All” is held, with the review of the consumer rights protection as a key part. In 2024, the number of employees participating in the training exceeded 60,000, covering middle and senior management personnel, all customer-facing employees of the Bank, staff in the positions related to the consumer rights protection, grassroots business personnel, and newly recruited employees. The pass rate of the examination was 99.95%.

Senior and Mid-Level Management: The Bank conducted 6 training sessions for senior and mid-level managers, including branch presidents, deputy presidents in charge of retail banking, and general managers of retail banking departments, through thematic training programs, experience-sharing sessions, and specialized reporting mechanisms.

Frontline Employees: Headquarters’ key departments embedded consumer rights protection knowledge into line-specific training programs for frontline employees, reinforcing awareness of consumer rights protection in daily operations.

Employees in the Positions of Consumer Rights Protection: Throughout the year, 13 specialized training sessions were organized, including the annual consumer rights protection thematic training, empowerment regional meetings, and rating enhancement workshops. All consumer rights protection employees completed mandatory online training and examinations.

Newly Recruited Employees: The content related to consumer rights protection was incorporated into the compulsory courses of the induction training for new employees in key departments of the Head Office. In 2024, 12 sessions of training were organized.

2. Consumer Protection Special Audits

The Bank regularly conducts special audits on the consumer rights protection. The audit content covers aspects such as the development of the policy and the operation of the mechanism for the consumer rights protection, the management of the whole process of operational services, and the resolution of complaints and disputes. It focuses on the development of the policy and mechanism for the consumer rights protection, the review of the consumer rights protection, suitability management, personal information protection, the control of cooperative institutions, the traceability management of sales behaviors, and the resolution of complaints and disputes. The problems discovered during the audit process are promptly communicated to the relevant audit entities to urge corrective actions. In 2024, the objects of the special audit on consumer rights protection of the Bank covered 31 departments of the Head Office and 37 branches, and no major deficiencies that might or had already seriously infringed on the rights and interests of consumers were found.

*The English version were translated based on the Simplified Chinese version. In case of any discrepancies among the versions, the Simplified Chinese version shall prevail.