Special Branches, Field Classrooms, Intelligent Firewalls... Postal Savings Bank's Consumer Protection Has a Complete Set of Measures

Protecting the rights and interests of financial consumers is a concentrated reflection of the political and people-oriented nature of financial work. Postal Savings Bank of China has transformed regulatory requirements regarding consumer rights into specific internal management practices, fulfilling the responsibility of a state-owned bank to serve the people, integrating consumer protection into the entire process of business operations, and actively fulfilling its social responsibility to build a safe and harmonious financial environment with the strength of postal savings.

Doing Practical Work for Consumer Protection

The warmth of finance ultimately depends on tangible services. In recent years, Postal Savings Bank has been committed to doing practical things for consumers and solving their problems through a series of beneficial initiatives, making financial services more accessible and caring.

Nearby social security services, convenient and zero-distance. The bank has introduced social security services into its branches, enabling one-stop handling of social security inquiries, payment proof printing, social security card application and activation, allowing people to handle matters at their doorstep and effectively respond to livelihood concerns.

Warmly protecting the elderly, bridging the digital gap with heartfelt service. Online, the bank launched a mobile banking elderly care zone, creating a comprehensive service system covering rights, products, scenarios, and services for the elderly. Offline, it established specialized elderly financial branches, launched the “Warm Sun and Golden Glow” campaign, and set up standardized door-to-door and video service procedures to help seniors cross the digital divide.

Targeted care for special groups, sincere service within reach. The bank continuously responds to the financial needs of different groups. For people with disabilities, it has introduced voice broadcast and sign language customer service on mobile banking apps, equipped branches with caring windows and seats, and established multiple sign language banks to ensure barrier-free service. For military personnel and their families, it offers fee reductions for military guarantee cards and veteran benefit certificates, along with dedicated loans for entrepreneurship and employment.

Optimizing foreign-related services to showcase financial openness and inclusiveness. The bank always focuses on providing financial services for foreigners in China, clarifies foreign currency service policies, waives related fees, and equips branches with multilingual service facilities, offering easy account opening to demonstrate the inclusiveness of financial openness.

Making Consumer Protection Promotion a Life Guide

Since the launch of the “3.15” financial consumer rights protection education and publicity campaign, various branches of Postal Savings Bank have carried out a series of outstanding financial education activities. Using diverse channels, they turn professional knowledge into easy-to-understand life guides, making financial education more relatable and impactful.

Ningxia Branch held a promotional event at local EMS express stations, combining real cases to explain how to prevent illegal online lending and protect personal information, and engaged participants with online quiz challenges to reinforce risk awareness, delivering a big safety gift pack to the city’s “little bees.”

Yunnan Branch integrated financial consumer protection promotion into the cultural IP of Tonghai County, a “national historical and cultural city,” blending it with tourism scenes and intangible cultural heritage features. While showcasing unique items like flowerpot bonsai and intangible cultural heritage delicacies such as bean paste sugar, they also explained beneficial policies and consumer protection knowledge, bringing financial literacy into everyday life.

Chongqing Branch innovated with the “Vegetable Field Talk on Consumer Protection” theme, focusing on local vegetable production scenarios. They set up “field mobile classrooms” directly among farmers, using professional financial expertise to safeguard the safety of the “vegetable basket” and the “purse.”

Jilin Branch launched an innovative “Financial Check-up” service, with on-site activities including “credit report inquiry,” “memory cleaning,” and “bill reconciliation.” Staff guided consumers to check simplified credit reports via mobile banking, explaining overdue payments and query limits; helped clear idle loan apps and unbind quick payments to prevent unauthorized use of dormant credit; and assisted in reviewing recent bills to identify small, fee-free deductions.

Building a Smart Consumer Protection “Firewall”

In the digital financial environment, risks often hide within invisible data streams. Postal Savings Bank leverages technology to proactively break new ground, integrating consumer rights protection with cutting-edge technology to create an intelligent, precise, and efficient “smart firewall,” ensuring financial security is visible, manageable, and well-controlled.

To effectively address customer feedback, the bank has launched complaint classification and duplicate complaint recognition models. These identify key information in complaint tickets, structure and categorize complaints, and build a tagging system for rapid, accurate problem localization. Additionally, they establish links between complaint subjects and issues, enabling online detection of duplicate complaints, significantly improving recognition efficiency and focusing on valid complaints.

Shifting risk prevention from “reactive” to “proactive” is key to improving consumer protection work. The bank has built an intelligent control system that extends consumer protection measures to the front end of business operations. This includes a comprehensive consumer protection review platform integrating daily audits, statistical analysis, performance monitoring, knowledge sharing, and personnel management, enhancing review efficiency and strengthening rigid controls. The system also features upgraded intelligent review rules, standard templates, an excellent review case database, and knowledge base, supporting the entire bank’s review work and improving quality and efficiency.

Looking ahead, Postal Savings Bank will focus on cultivating a consumer protection culture and strengthening capacity building, always adhering to the political and people-oriented nature of financial work. Guided by the fundamental goal of serving the people’s aspirations for a better life, the bank aims to provide warmer, higher-quality financial services, injecting stable financial momentum into sustainable economic and social development.