银行业保险业消费投诉处理管理办法（征求意见稿）(9)
<P style="LINE-HEIGHT: 28pt; TEXT-INDENT: 32.15pt; MARGIN-LEFT: 0pt; MARGIN-RIGHT: 0pt; mso-para-margin-right: 0.0000gd; mso-para-margin-left: 0.0000gd; mso-pagination: widow-orphan; mso-line-height-rule: exactly; mso-char-indent-count: 2.0000" class=MsoNormal><SPAN style="FONT-FAMILY: 仿宋; FONT-SIZE: 16pt; FONT-WEIGHT: bold; mso-spacerun: 'yes'; mso-font-kerning: 1.0000pt">第八条<SPAN style="FONT-FAMILY: 仿宋; FONT-SIZE: 16pt; mso-spacerun: 'yes'; mso-font-kerning: 1.0000pt"> 银行保险机构<SPAN style="FONT-FAMILY: 仿宋; FONT-SIZE: 16pt; mso-spacerun: 'yes'; mso-font-kerning: 0.0000pt">应当畅通投诉渠道，在官方网站、营业场所或办公场所醒目位置公布本单位的投诉电话、通讯地址等<SPAN style="FONT-FAMILY: 仿宋; FONT-SIZE: 16pt; mso-spacerun: 'yes'; mso-font-kerning: 1.0000pt">消费投诉渠道信息和消费投诉处理流程<SPAN style="FONT-FAMILY: 仿宋; FONT-SIZE: 16pt; mso-spacerun: 'yes'; mso-font-kerning: 1.0000pt">，<SPAN style="FONT-FAMILY: 仿宋; FONT-SIZE: 16pt; mso-spacerun: 'yes'; mso-font-kerning: 1.0000pt">开通电子邮件、官网平台等互联网投诉渠道的，应当公布本单位接收消费投诉的<SPAN style="FONT-FAMILY: 仿宋; FONT-SIZE: 16pt; mso-spacerun: 'yes'; mso-font-kerning: 0.0000pt">电子邮箱、网址等<SPAN style="FONT-FAMILY: 仿宋; FONT-SIZE: 16pt; mso-spacerun: 'yes'; mso-font-kerning: 0.0000pt">。<SPAN style="FONT-FAMILY: 仿宋; FONT-SIZE: 16pt; mso-spacerun: 'yes'; mso-font-kerning: 1.0000pt">在产品或服务合约中，<SPAN style="FONT-FAMILY: 仿宋; FONT-SIZE: 16pt; mso-spacerun: 'yes'; mso-font-kerning: 1.0000pt">银行保险机构<SPAN style="FONT-FAMILY: 仿宋; FONT-SIZE: 16pt; mso-spacerun: 'yes'; mso-font-kerning: 1.0000pt">应提供消费投诉电话或其他投诉渠道信息<SPAN style="FONT-FAMILY: 仿宋; FONT-SIZE: 16pt; mso-spacerun: 'yes'; mso-font-kerning: 1.0000pt">。<SPAN style="FONT-FAMILY: 仿宋; FONT-SIZE: 16pt; mso-spacerun: 'yes'; mso-font-kerning: 0.0000pt"><o:p></o:p></P>
<P style="LINE-HEIGHT: 28pt; TEXT-INDENT: 32.15pt; MARGIN-LEFT: 0pt; MARGIN-RIGHT: 0pt; mso-para-margin-right: 0.0000gd; mso-para-margin-left: 0.0000gd; mso-pagination: widow-orphan; mso-line-height-rule: exactly; mso-char-indent-count: 2.0000" class=MsoNormal><SPAN style="FONT-FAMILY: 仿宋; FONT-SIZE: 16pt; FONT-WEIGHT: bold; mso-spacerun: 'yes'; mso-font-kerning: 1.0000pt">第九条 <SPAN style="FONT-FAMILY: 仿宋; FONT-SIZE: 16pt; mso-spacerun: 'yes'; mso-font-kerning: 1.0000pt">银行保险机构<SPAN style="FONT-FAMILY: 仿宋; FONT-SIZE: 16pt; mso-spacerun: 'yes'; mso-font-kerning: 0.0000pt">开展投诉处理工作应当分级管理、属地负责，充分考虑和尊重消费者的合理诉求，公平合法作出处理结论。及时查找引发投诉事项的原因，健全完善溯源整改机制，切实注重消费者消费体验，提升服务水平。<SPAN style="FONT-FAMILY: 仿宋; FONT-SIZE: 16pt; mso-spacerun: 'yes'; mso-font-kerning: 0.0000pt"><o:p></o:p></P>
总共31页
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