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為維護(hu)公平公正的金融市場環境，切實(shi)保護(hu)銀行業保險業消費(fei)者合(he)法權益，促進行業高質量健康發展，中(zhong)國銀保監會制定并發布了《銀行保險機構消費(fei)者權益保護(hu)管理辦(ban)法》（以(yi)下簡稱《管理辦(ban)法》），自(zi)2023年3月1日起施行。

《管(guan)(guan)(guan)理(li)辦法(fa)》共8章(zhang)，57條(tiao)，主(zhu)要(yao)內容(rong)包括(kuo)(kuo)：一是關(guan)于(yu)總體(ti)目標(biao)、機(ji)(ji)(ji)構范(fan)(fan)(fan)圍(wei)、責任義務、監(jian)管(guan)(guan)(guan)主(zhu)體(ti)和(he)(he)工作(zuo)原則的規(gui)(gui)(gui)定，明確銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)保(bao)(bao)(bao)(bao)(bao)險(xian)(xian)機(ji)(ji)(ji)構承擔保(bao)(bao)(bao)(bao)(bao)護(hu)消(xiao)費(fei)(fei)(fei)(fei)(fei)(fei)(fei)者(zhe)合(he)法(fa)權(quan)(quan)(quan)(quan)(quan)益(yi)(yi)(yi)的主(zhu)體(ti)責任，消(xiao)費(fei)(fei)(fei)(fei)(fei)(fei)(fei)者(zhe)有誠實(shi)守信(xin)的義務。二是關(guan)于(yu)消(xiao)費(fei)(fei)(fei)(fei)(fei)(fei)(fei)者(zhe)權(quan)(quan)(quan)(quan)(quan)益(yi)(yi)(yi)保(bao)(bao)(bao)(bao)(bao)護(hu)體(ti)制(zhi)機(ji)(ji)(ji)制(zhi)，要(yao)求(qiu)銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)保(bao)(bao)(bao)(bao)(bao)險(xian)(xian)機(ji)(ji)(ji)構將(jiang)消(xiao)費(fei)(fei)(fei)(fei)(fei)(fei)(fei)者(zhe)權(quan)(quan)(quan)(quan)(quan)益(yi)(yi)(yi)保(bao)(bao)(bao)(bao)(bao)護(hu)納入公司(si)治理(li)、企業文(wen)化(hua)建(jian)設(she)和(he)(he)經營發(fa)展戰略(lve)，建(jian)立完善消(xiao)費(fei)(fei)(fei)(fei)(fei)(fei)(fei)者(zhe)權(quan)(quan)(quan)(quan)(quan)益(yi)(yi)(yi)保(bao)(bao)(bao)(bao)(bao)護(hu)審查、消(xiao)費(fei)(fei)(fei)(fei)(fei)(fei)(fei)者(zhe)適當性管(guan)(guan)(guan)理(li)、合(he)作(zuo)機(ji)(ji)(ji)構管(guan)(guan)(guan)控、內部考核(he)等工作(zuo)機(ji)(ji)(ji)制(zhi)，指導銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)保(bao)(bao)(bao)(bao)(bao)險(xian)(xian)機(ji)(ji)(ji)構加強消(xiao)費(fei)(fei)(fei)(fei)(fei)(fei)(fei)者(zhe)權(quan)(quan)(quan)(quan)(quan)益(yi)(yi)(yi)保(bao)(bao)(bao)(bao)(bao)護(hu)體(ti)制(zhi)機(ji)(ji)(ji)制(zhi)建(jian)設(she)，構筑全(quan)方位的消(xiao)費(fei)(fei)(fei)(fei)(fei)(fei)(fei)者(zhe)權(quan)(quan)(quan)(quan)(quan)益(yi)(yi)(yi)保(bao)(bao)(bao)(bao)(bao)護(hu)工作(zuo)體(ti)系。三是規(gui)(gui)(gui)范(fan)(fan)(fan)銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)保(bao)(bao)(bao)(bao)(bao)險(xian)(xian)機(ji)(ji)(ji)構經營行(xing)(xing)(xing)(xing)(xing)(xing)為(wei)，保(bao)(bao)(bao)(bao)(bao)護(hu)消(xiao)費(fei)(fei)(fei)(fei)(fei)(fei)(fei)者(zhe)八項基本權(quan)(quan)(quan)(quan)(quan)利。包括(kuo)(kuo)規(gui)(gui)(gui)范(fan)(fan)(fan)產品設(she)計、信(xin)息披露和(he)(he)銷售(shou)行(xing)(xing)(xing)(xing)(xing)(xing)為(wei)，禁止(zhi)誤導性宣(xuan)傳、強制(zhi)捆綁搭售(shou)、不合(he)理(li)收(shou)費(fei)(fei)(fei)(fei)(fei)(fei)(fei)等行(xing)(xing)(xing)(xing)(xing)(xing)為(wei)，保(bao)(bao)(bao)(bao)(bao)護(hu)消(xiao)費(fei)(fei)(fei)(fei)(fei)(fei)(fei)者(zhe)知(zhi)情權(quan)(quan)(quan)(quan)(quan)、自(zi)主(zhu)選(xuan)擇權(quan)(quan)(quan)(quan)(quan)和(he)(he)公平交(jiao)易權(quan)(quan)(quan)(quan)(quan)；規(gui)(gui)(gui)范(fan)(fan)(fan)客(ke)戶身份識別、業務經營、核(he)保(bao)(bao)(bao)(bao)(bao)理(li)賠管(guan)(guan)(guan)理(li)等，保(bao)(bao)(bao)(bao)(bao)護(hu)消(xiao)費(fei)(fei)(fei)(fei)(fei)(fei)(fei)者(zhe)財產安(an)全(quan)權(quan)(quan)(quan)(quan)(quan)和(he)(he)依法(fa)求(qiu)償權(quan)(quan)(quan)(quan)(quan)；加強消(xiao)費(fei)(fei)(fei)(fei)(fei)(fei)(fei)者(zhe)教育(yu)(yu)宣(xuan)傳，提升服(fu)務質(zhi)量(liang)，規(gui)(gui)(gui)范(fan)(fan)(fan)營銷催收(shou)行(xing)(xing)(xing)(xing)(xing)(xing)為(wei)，保(bao)(bao)(bao)(bao)(bao)護(hu)消(xiao)費(fei)(fei)(fei)(fei)(fei)(fei)(fei)者(zhe)受教育(yu)(yu)權(quan)(quan)(quan)(quan)(quan)和(he)(he)受尊重(zhong)權(quan)(quan)(quan)(quan)(quan)；規(gui)(gui)(gui)范(fan)(fan)(fan)個人信(xin)息的收(shou)集、使(shi)用、傳輸、外(wai)部合(he)作(zuo)等行(xing)(xing)(xing)(xing)(xing)(xing)為(wei)，保(bao)(bao)(bao)(bao)(bao)護(hu)消(xiao)費(fei)(fei)(fei)(fei)(fei)(fei)(fei)者(zhe)信(xin)息安(an)全(quan)權(quan)(quan)(quan)(quan)(quan)。四是加強行(xing)(xing)(xing)(xing)(xing)(xing)業監(jian)督(du)管(guan)(guan)(guan)理(li)，對銀(yin)(yin)保(bao)(bao)(bao)(bao)(bao)監(jian)會(hui)及其派出機(ji)(ji)(ji)構、各類銀(yin)(yin)行(xing)(xing)(xing)(xing)(xing)(xing)業保(bao)(bao)(bao)(bao)(bao)險(xian)(xian)業行(xing)(xing)(xing)(xing)(xing)(xing)業協會(hui)、行(xing)(xing)(xing)(xing)(xing)(xing)業糾紛調解(jie)組織(zhi)職責，以及相關(guan)監(jian)管(guan)(guan)(guan)措施和(he)(he)處罰事(shi)項等作(zuo)出規(gui)(gui)(gui)定，嚴格行(xing)(xing)(xing)(xing)(xing)(xing)為(wei)監(jian)管(guan)(guan)(guan)要(yao)求(qiu)，明確對同(tong)類業務、同(tong)類主(zhu)體(ti)統一標(biao)準、統一裁量(liang)，依法(fa)打(da)擊(ji)侵害消(xiao)費(fei)(fei)(fei)(fei)(fei)(fei)(fei)者(zhe)權(quan)(quan)(quan)(quan)(quan)益(yi)(yi)(yi)亂象和(he)(he)行(xing)(xing)(xing)(xing)(xing)(xing)為(wei)。五(wu)是明確適用范(fan)(fan)(fan)圍(wei)、解(jie)釋權(quan)(quan)(quan)(quan)(quan)和(he)(he)實(shi)施時(shi)間。

《管理辦法(fa)》是(shi)銀(yin)(yin)保(bao)監會貫(guan)徹落(luo)實黨的二十(shi)大(da)精神(shen)，深入體現以人(ren)(ren)民為(wei)(wei)中心的發展思想，建立健(jian)全金(jin)融消費(fei)者(zhe)(zhe)保(bao)護(hu)基本制度，加強和完善(shan)行為(wei)(wei)監管的重要(yao)舉措，是(shi)銀(yin)(yin)保(bao)監會在銀(yin)(yin)行業(ye)保(bao)險(xian)業(ye)消費(fei)者(zhe)(zhe)權益保(bao)護(hu)領(ling)(ling)域制定的基礎性(xing)、綱領(ling)(ling)性(xing)文件。銀(yin)(yin)保(bao)監會將以《管理辦法(fa)》出(chu)臺(tai)為(wei)(wei)契機，進一(yi)步督促銀(yin)(yin)行保(bao)險(xian)機構落(luo)實消費(fei)者(zhe)(zhe)保(bao)護(hu)主體責任，不斷提升金(jin)融工(gong)作的政(zheng)治性(xing)和人(ren)(ren)民性(xing)，依法(fa)保(bao)障(zhang)金(jin)融消費(fei)者(zhe)(zhe)合法(fa)權益，維護(hu)好(hao)金(jin)融市場(chang)秩序和穩定。

點擊下載《銀行保險機構消費者權益保護管理辦法2023》