The steadfastly adheres to the people-centric development philosophy, prioritizes customer interests, continuously improves the quality and effectiveness of consumer rights protection, and is committed to delivering warm, customer-focused financial services.

1. Organizational Structure

The Bank has established a three-tier governance framework for consumer rights protection, with distinct responsibilities assigned to the Board of Directors, Board of Supervisors, and Senior Management.

Board of Directors: As the highest decision-making body, the Board bears ultimate responsibility for consumer rights protection, providing strategic direction and oversight. The Board Consumer Rights Protection Committee reports to the Board, guiding and supervising Senior Management and the consumer rights protection department. In 2024, the Board of Directors and the Consumer Rights Protection Committee of the Board of Directors respectively received the report on the China CITIC Bank 2023 Consumer Rights Protection Work Review and 2024 Work Plan, and respectively reviewed the Report on the First Half of 2024 Consumer Rights Protection Work Summary and the Work Plan for the Second Half of 2024, the 2024 Work Plan of the Board Consumer Rights Protection Committee, and the Amendments to the China CITIC Bank Co., Ltd. Consumer Rights Protection Committee Rules of Procedure.

Board of Supervisors: The Supervisors monitor the performance of duties by the Board and Senior Management in consumer rights protection. In 2024, the Supervisors conducted branch inspections to assess implementation and provided targeted recommendations. Their evaluations of the Board and Senior Management incorporate consumer rights protection performance as a key accountability metric.

Senior Management: The Consumer Rights Protection Working Committee, under Senior Management, serves as the leadership body to ensure effective execution of strategies and policies. In 2024, the Committee held 2 meetings, received 7 reports, and deliberated 1 resolution.

Operational Level: The Head Office Consumer Rights Protection Office acts as the lead department responsible for coordination. Each branch has established its own Branch Consumer Rights Protection Working Committee to implement the primary responsibility for consumer rights protection management.

2. Policy Framework

In 2024, the Bank rigorously implemented regulatory requirements and strengthened its consumer rights protection policy system. Consumer rights protection was integrated into the China CITIC Bank 2024–2026 Development Plan. Through the “Five Enhancements” initiative, the Bank strives to create “warm and trusted” consumer rights protection that is recognized by customers, affirmed by regulators, and satisfactory to the organization. The Bank formulated the consumer rights protection team management measures and revised policies including the consumer rights protection performance evaluation measures, financial consumer education and publicity measures, consumer rights protection review measures, and guidelines for key review points. This established a “1+15+2” policy framework with 1 overarching policy, 15 specialized policies covering review mechanisms, complaint management, information protection, financial marketing, etc., and 2 procedural rules. Branches and head office departments were required to develop implementation rules or integrate requirements into business line policies based on local and operational realities, solidifying the foundation of consumer rights protection governance.

*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.