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<span><a class="SkinObject" href="/zybank/index/index.html" target="_parent">首页</a> > <a class="SkinObject" href="/zybank/index/xfzqybh/zcfg/index.html" target="_parent">消费者权益?；?/a> > <a class="SkinObject" href="/zybank/index/xfzqybh/xxpl/index.html" target="_parent">信息披露</a></span> </div> <div class="article-content"> <div class="article-tit"> <h2>2021年度本行消费者权益?；すぷ骺骨榭?/h2> <p> <span> 发布时间</span>：2022年03月09日</p> </div> <div class="content-box"> <p><span style="display: none;"> </span></p><p>　　<span style="font-size:16.0000pt;"><span style="font-family:宋体;">本行</span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">秉承“</span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">贴心、专业、合作、共赢</span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">”的</span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">经营</span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">理念，</span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">2021</span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">年，本行</span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">从组织架构、制度建设、投诉处理、宣传培训、考核评价等方面入手，不断提高</span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">本</span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">行消费者权益?；すぷ魉?，确保消费者合法权益得到有效?；?。报告期内，</span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">本行消费者权益?；は喙刂卮笫孪钊缦拢?/span></span></p><p>　　<strong><span style="font-size:16pt;"><span style="font-family:宋体;">一是制度完善方面，</span></span></strong><span style="font-size:16pt;"><span style="font-family:宋体;">本行</span></span><span style="font-size:16pt;"><span style="font-family:宋体;">根</span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">据最新法律法规、监管要求，结合金融消费者行为新动向，修订印发</span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">《中原银行金融消费者权益?；すぷ鞴芾戆旆ā?/span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">，不断夯实消保制度基础。</span></span></p><p>　　<strong><span style="font-size:16pt;"><span style="font-family:宋体;">二是金融知识宣教方面，</span></span></strong><span style="font-size:16pt;"><span style="font-family:宋体;">本行</span></span><span style="font-size:16pt;"><span style="font-family:宋体;">组</span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">织开展了</span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">“</span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">3.15金融消费者权益日</span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">”</span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">、</span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">“</span></span><span style="font-size:16.0000pt;"><span style="font-family:宋体;">普及金融知识，守住“钱袋子”、征信、存款保险、反洗钱等十余项主题宣传活动。</span></span></p><table align="center" border="0" cellspacing="0" style="border-collapse: collapse; width: 488px; border-width: initial; border-style: none; border-color: initial;"><tbody> <tr> <td style="width: 72px; border-style: solid; border-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">序号</span></span></span></p> </td> <td style="width: 293px; border-left: none; border-right-style: solid; border-right-color: windowtext; border-top-style: solid; border-top-color: windowtext; border-bottom-style: solid; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">宣传主题/名称</span></span></span></p> </td> <td style="width: 124px; border-left: none; border-right-style: solid; border-right-color: windowtext; border-top-style: solid; border-top-color: windowtext; border-bottom-style: solid; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">宣传时间</span></span></span></p> </td> </tr> <tr> <td style="width: 72px; border-style: none none solid solid; border-left-color: windowtext; border-right-width: initial; border-right-color: initial; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">1</span></span></span></p> </td> <td style="width: 293px; border-style: none solid solid; border-left-color: windowtext; border-right-color: windowtext; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">3.15金融消费者权益日</span></span></span></p> </td> <td style="width: 124px; border-left: none; border-right-style: solid; border-right-color: windowtext; border-top: none; border-bottom-style: solid; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">每年3.15</span></span></span></p> </td> </tr> <tr> <td style="width: 72px; border-style: none none solid solid; border-left-color: windowtext; border-right-width: initial; border-right-color: initial; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">2</span></span></span></p> </td> <td style="width: 293px; border-style: none solid solid; border-left-color: windowtext; border-right-color: windowtext; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">科技活动周</span></span></span></p> </td> <td style="width: 124px; border-left: none; border-right-style: solid; border-right-color: windowtext; border-top: none; border-bottom-style: solid; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">每年5月</span></span></span></p> </td> </tr> <tr> <td style="width: 72px; border-style: none none solid solid; border-left-color: windowtext; border-right-width: initial; border-right-color: initial; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">3</span></span></span></p> </td> <td style="width: 293px; border-style: none solid solid; border-left-color: windowtext; border-right-color: windowtext; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">金融知识万里行</span></span></span></p> </td> <td style="width: 124px; border-left: none; border-right-style: solid; border-right-color: windowtext; border-top: none; border-bottom-style: solid; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">每年6-8月</span></span></span></p> </td> </tr> <tr> <td style="width: 72px; border-style: none none solid solid; border-left-color: windowtext; border-right-width: initial; border-right-color: initial; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">4</span></span></span></p> </td> <td style="width: 293px; border-style: none solid solid; border-left-color: windowtext; border-right-color: windowtext; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">普及金融知识，守住“钱袋子”</span></span></span></p> </td> <td style="width: 124px; border-left: none; border-right-style: solid; border-right-color: windowtext; border-top: none; border-bottom-style: solid; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">每年6月</span></span></span></p> </td> </tr> <tr> <td style="width: 72px; border-style: none none solid solid; border-left-color: windowtext; border-right-width: initial; border-right-color: initial; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">5</span></span></span></p> </td> <td style="width: 293px; border-style: none solid solid; border-left-color: windowtext; border-right-color: windowtext; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">“6.14信用记录关爱日”征信宣传</span></span></span></p> </td> <td style="width: 124px; border-left: none; border-right-style: solid; border-right-color: windowtext; border-top: none; border-bottom-style: solid; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">每年6月</span></span></span></p> </td> </tr> <tr> <td style="width: 72px; border-style: none none solid solid; border-left-color: windowtext; border-right-width: initial; border-right-color: initial; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">6</span></span></span></p> </td> <td style="width: 293px; border-style: none solid solid; border-left-color: windowtext; border-right-color: windowtext; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">网络宣传周</span></span></span></p> </td> <td style="width: 124px; border-left: none; border-right-style: solid; border-right-color: windowtext; border-top: none; border-bottom-style: solid; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">每年9月</span></span></span></p> </td> </tr> <tr> <td style="width: 72px; border-style: none none solid solid; border-left-color: windowtext; border-right-width: initial; border-right-color: initial; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">7</span></span></span></p> </td> <td style="width: 293px; border-style: none solid solid; border-left-color: windowtext; border-right-color: windowtext; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">金融知识普及月</span></span></span></p> </td> <td style="width: 124px; border-left: none; border-right-style: solid; border-right-color: windowtext; border-top: none; border-bottom-style: solid; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">每年9月</span></span></span></p> </td> </tr> <tr> <td style="width: 72px; border-style: none none solid solid; border-left-color: windowtext; border-right-width: initial; border-right-color: initial; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">8</span></span></span></p> </td> <td style="width: 293px; border-style: none solid solid; border-left-color: windowtext; border-right-color: windowtext; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">金融知识进万家</span></span></span></p> </td> <td style="width: 124px; border-left: none; border-right-style: solid; border-right-color: windowtext; border-top: none; border-bottom-style: solid; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">每年9月</span></span></span></p> </td> </tr> <tr> <td style="width: 72px; border-style: none none solid solid; border-left-color: windowtext; border-right-width: initial; border-right-color: initial; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">9</span></span></span></p> </td> <td style="width: 293px; border-style: none solid solid; border-left-color: windowtext; border-right-color: windowtext; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">反假宣传月</span></span></span></p> </td> <td style="width: 124px; border-left: none; border-right-style: solid; border-right-color: windowtext; border-top: none; border-bottom-style: solid; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">每年9月</span></span></span></p> </td> </tr> <tr> <td style="width: 72px; border-style: none none solid solid; border-left-color: windowtext; border-right-width: initial; border-right-color: initial; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">10</span></span></span></p> </td> <td style="width: 293px; border-style: none solid solid; border-left-color: windowtext; border-right-color: windowtext; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">12.4</span></span></span><span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">法制宣传</span></span></span></p> </td> <td style="width: 124px; border-left: none; border-right-style: solid; border-right-color: windowtext; border-top: none; border-bottom-style: solid; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">每年</span></span></span><span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">12</span></span></span><span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">月</span></span></span></p> </td> </tr> <tr> <td style="width: 72px; border-style: none none solid solid; border-left-color: windowtext; border-right-width: initial; border-right-color: initial; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">1</span></span></span><span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">1</span></span></span></p> </td> <td style="width: 293px; border-style: none solid solid; border-left-color: windowtext; border-right-color: windowtext; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">反洗钱知识宣传</span></span></span></p> </td> <td style="width: 124px; border-left: none; border-right-style: solid; border-right-color: windowtext; border-top: none; border-bottom-style: solid; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">每年不定期</span></span></span></p> </td> </tr> <tr> <td style="width: 72px; border-style: none none solid solid; border-left-color: windowtext; border-right-width: initial; border-right-color: initial; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">1</span></span></span><span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">2</span></span></span></p> </td> <td style="width: 293px; border-style: none solid solid; border-left-color: windowtext; border-right-color: windowtext; border-top-width: initial; border-top-color: initial; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">处非宣传</span></span></span></p> </td> <td style="width: 124px; border-left: none; border-right-style: solid; border-right-color: windowtext; border-top: none; border-bottom-style: solid; border-bottom-color: windowtext;"><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">每年不定期</span></span></span></p> </td> </tr></tbody></table><div style="clear:both;">　　</div><p align="center">　　<span style="font-size:12.0000pt;"><span style="color:rgb(0,0,0);"><span style="font-family:仿宋;">☆2021年开展活动</span></span></span></p><p>　　<strong><span style="font-size:16pt;"><span style="font-family:宋体;">三是开展多渠道消保培训，</span></span></strong><span style="font-size:16.0000pt;"><span style="font-family:宋体;">一是为进一步提升全行消保培训工作效果，提高消费者权益?；すぷ魉?，2021年总分行规划年度消保培训项目37项，截止12月末全行培训项目已全部组织完成。二是组织开展了全行2021年消费者权益?；すぷ髯ㄌ馀嘌?。共千余人参加了现场和在线直播培训。三是多渠道开展员工日常培训教育工作。在OA设置“合规专区”，发布消费者权益?；は喙匕咐?、风险提示、政策法规解读等。</span></span></p><p>　　<strong><span style="font-size:16pt;"><span style="font-family:宋体;">四是投诉管理方面</span></span></strong><span style="font-size:16.0000pt;"><span style="font-family:宋体;">，本行认真落实监管要求,进一步完善投诉管理体系，在营业网点、官网等渠道公示投诉途径信息，建立全行投诉受理、分类、处理、反馈、多元化解等工作机制，确保全行能够依法合规开展投诉处理。2021 年，本行各渠道受理个人客户投诉数量合计2396件，每万个人客户投诉量1.35件，主要涉及信用卡、消费贷款等业务，投诉主要分布在郑州、南阳等地区。</span></span></p><p>　　<span style="font-size:16.0000pt;"><span style="font-family:宋体;">本行通过年报、社会责任报告等方式对本行消费者权益?；は喙匦畔⒔信?。</span></span></p><p><span style="font-family:微软雅黑;"><span style="font-size:16.0000pt;"><span id="cke_bm_88E" style="display: none;"> </span></span></span></p><p><span style="display: none;"> </span></p> </div> </div><input type='hidden' id='articleKey' value=439091><script type=text/javascript src='/zybank/uiFramework/js/counting/articleCounting.js'></script> </div> </div> </div> </div> <div class="foot-box"> <img src="/zybank/resource/cms/2023/04/2023041718135869997.png" class="foot-line"> <div class="w1200 clearfix"> <div class="foot-left fl"> <img src="/zybank/resource/cms/2023/04/2023041715114911064.png" alt="tel" style="margin-top:-3px;width: 212px;height: 26px;"> <p 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