It is understood that the evaluation elements of consumer protection supervision include five basic elements: system construction, mechanism and operation, operation and service, education and publicity, dispute resolution and supervision and inspection 1 reduction elements. The total weight of the five basic elements is 100%.
Among them, "system construction" mainly evaluates the corporate governance and organizational structure construction of banks and insurance institutions related to consumer rights protection, and the weight of this factor is 10%. ;
"Mechanism and Operation" mainly evaluates the construction and operation of the working mechanism of consumer rights protection in bank insurance institutions, including consumer rights protection review, information disclosure, personal information protection, internal training, internal evaluation and internal audit. And the weight of this factor is 25%;
"Operation and Service" mainly evaluates how banks and insurance institutions implement the relevant requirements for the protection of consumers' rights and interests in their daily operations and services, including but not limited to marketing publicity, appropriateness management, sales behavior control, cooperative organization management, service quality and fees. , with a weight of 30%;
"Education Publicity" mainly evaluates the overall arrangement of consumer education publicity in banks and insurance institutions, centralized education publicity activities and the development of normalized consumer education, with a weight of 65,438+00%;
"Dispute Resolution" mainly evaluates the complaint management of banks and insurance institutions, the number of complaints and the implementation of diversified dispute resolution mechanisms. The weight of this element is 25%;
"Supervision and inspection" shall be deducted according to the on-site inspection, report investigation, complaint supervision, reconsideration litigation, daily public opinion, major negative events and the implementation of relevant system rectification of banks and insurance institutions, and the range shall not exceed 25% of the total weight.
The total score of supervision and evaluation of consumer rights protection is 100, and the minimum scoring unit is. According to the final comprehensive score, the supervision and evaluation results of consumer rights protection are divided into four grades. The greater the rank number, the more problems existing in the protection of institutional consumers' rights and interests, and the higher the degree of supervision and attention.
The supervision and evaluation period of consumer rights protection is one year, and the evaluation period is from the evaluation year 65438+1 October1to the current year 65438+February 3 1. The annual supervision and evaluation should be completed within 5 months after the end of the evaluation period.