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| Opinions of the National Administration of Financial Regulation, the People's Bank of China, and the China Securities Regulatory Commission on Advancing the High-Quality Development of Financial Dispute Mediation | | 国家金融监督管理总局、中国人民银行、中国证券监督管理委员会关于推进金融纠纷调解工作高质量发展的意见 |
| (No. 14 [2025] of the National Administration of Financial Regulation) | | （金发〔2025〕14号） |
| All local bureaus of the National Financial Regulatory Administration (“NFRA”) and all societies administered under the NFRA; the People's Bank of China ("PBC") Shanghai Head Office and all branches of the PBC in all provinces, autonomous regions, and cities under separate state planning; and all local offices of the China Securities Regulatory Commission (“CSRC”), all exchanges, all entities subordinate to the CSRC, and all associations: | | 各金融监管局，各总局管理社团；中国人民银行上海总部，各省、自治区及计划单列市分行；中国证监会各派出机构、各交易所、各下属单位、各协会： |
| For the purposes of implementing the decisions and plans of the CPC Central Committee and the State Council, prioritizing non-litigation dispute resolution mechanisms, promoting the lawful and high-quality development of mediation work by financial dispute mediation institutions ("mediation institutions"), improving diversified mechanisms for resolving financial consumer disputes, and refining the social governance system in the financial sector, the following opinions are hereby offered. | | 为深入贯彻党中央、国务院决策部署，坚持把非诉讼纠纷解决机制挺在前面，推动涉金融纠纷调解组织（以下简称金融纠纷调解组织）依法高质量开展调解工作，完善金融消费纠纷多元化解决机制，健全金融领域社会治理体系，提出以下意见。 |
| I. General Requirements | | 一、总体要求 |
| 1. Guiding Ideology | | （一）指导思想 |
| Under the guidance of Xi Jinping Thought on Socialism with Chinese Characteristics for a New Era, the guiding principles of the 20th CPC National Congress and the Second and Third Plenary Sessions of the 20th CPC Central Committee shall be comprehensively implemented. The decisions of the Central Financial Work Conference shall be practically executed. The major requirements of the CPC Central Committee on upholding and developing the "Fengqiao Model" for the new era shall be resolutely implemented to strengthen preventive measures at the source, facilitate early dispute resolution, and reinforce risk control. Professional, efficient, and people-centered financial dispute mediation mechanisms shall be established and improved to ensure that disputes are resolved without delay, conflicts are prevented from escalation, and risks are kept under control, thereby providing robust support for the effective protection of the lawful rights and interests of financial consumers and investors. | | 以习近平新时代中国特色社会主义思想为指导，全面贯彻党的二十大和二十届二中、三中全会精神，切实落实中央金融工作会议部署，坚决贯彻落实党中央关于坚持和发展新时代“枫桥经验”的重大部署要求，加强矛盾纠纷源头预防、前端化解、关口把控，建立健全专业高效、便捷利民的金融纠纷调解机制，切实做到纠纷不拖延、矛盾不升级、风险不扩散，为有效保护金融消费者和投资者合法权益提供有力支撑。 |
| 2. Work Principles | | （二）工作原则 |
| —Upholding Party leadership: Party leadership over financial dispute mediation work shall be maintained and strengthened. The CPC Central Committee's decisions and plans on improving mechanisms for properly addressing people's internal disputes under new circumstances shall be fully implemented. The Party's leadership shall be exercised across all areas and throughout the entire process of mediation work. | | ——坚持党的领导。坚持和加强党对金融纠纷调解工作的领导，全面贯彻党中央关于完善正确处理新形势下人民内部矛盾机制的部署要求，将党的领导贯穿于调解工作全过程和各方面。 |
| —Adhering to compliance with the law and impartiality: Financial dispute mediation shall be carried out in accordance with laws and regulations, in line with the principles of fairness and impartiality, and with a firm commitment to neutrality. Under no circumstances shall the national interest, collective interest, or the lawful rights and interests of third parties be damaged. | | ——坚持依法公正。依照法律法规开展金融纠纷调解工作，秉持公平公正理念，突出调解工作的中立性，不得损害国家利益、集体利益和第三方合法权益。 |
| —Adhering to the mediation as much as possible: The role of mediation in impartial coordination and legal clarification, as well as its advantages in timeliness and low cost, shall be maximized. Parties to disputes that are suitable for mediation shall be actively guided to resolve them through mediation. | | ——坚持可调尽调。充分发挥调解居中协调、释法明理的作用和时限短、成本低的优势，对于符合调解条件的矛盾纠纷，要积极引导当事人通过调解方式加以解决。 |
| —Upholding efficiency and convenience: Mediation methods and venues shall be flexibly arranged in light of actual conditions. The in-depth application of information technology shall be strengthened to provide mediation services that are accessible, convenient, and efficient to financial consumers and investors. Mediation costs shall be reduced accordingly. | | ——坚持高效便民。根据实际情况，灵活确定调解方式、调解场所，强化信息技术深度应用，为金融消费者和投资者提供就近、便捷、高效的调解服务，降低调解成本。 |
| —Promoting coordinated action among all parties: Synergy shall be strengthened between financial dispute mediation and complaint handling mechanisms of financial institutions, complaint supervision by financial regulators, and case filing and adjudication by the people's courts. Cooperation with dispute resolution mechanisms across other social sectors shall be deepened to pool resources from all sectors of society and build synergy in dispute resolution. | | ——坚持各方联动。加强金融纠纷调解与金融机构投诉处理、金融管理部门投诉督查、人民法院立案审判工作的对接联动，深化与其他社会领域矛盾化解机制合作，凝聚社会各界力量，形成纠纷解决合力。 |
| 3. Work Objectives | | （三）工作目标 |
| Within three years, the foundation for financial dispute mediation shall be solidified, its functional roles shall be expanded, and its overall effectiveness shall be enhanced. The goal is to basically achieve a working structure featuring well-developed and refined mediation systems, professional and standardized mediation institutions, smooth and efficient mediation channels, active and full participation by all parties, and significantly enhanced public satisfaction and sense of benefit. | | 利用3年时间，夯实金融纠纷调解各项工作基础，拓展金融纠纷调解功能作用，提升金融纠纷调解工作整体效能，基本实现金融纠纷调解制度完备精细、金融纠纷调解组织规范专业、金融纠纷调解渠道畅通高效、各方参与金融纠纷调解工作主动充分、人民群众满意度和获得感显著提升的工作格局。 |
| 4. Working Mechanism | | （四）工作机制 |
| The National Administration of Financial Regulation shall take the lead in financial dispute mediation. Other financial regulatory authorities shall discharge their respective statutory responsibilities based on their mandates and the practical needs of consumer and investor protection in their regulated sectors. Under the framework of these Opinions, local financial regulatory authorities may formulate specific implementation plans in light of the actual circumstances of their respective sectors. | | 由金融监管总局牵头负责金融纠纷调解工作。其他金融管理部门依据各自职责范围和所监管领域消保和投保工作实际开展工作。在本意见框架下，地方金融管理部门可结合自身领域实际制定具体工作方案。 |
| II. Strengthening the Development of Mediation Institutions and the Mediator Workforce | | 二、加强调解组织和调解员队伍建设 |
| 5. Strengthening Party Building in Financial Dispute Mediation Institutions | | （五）全面加强金融纠纷调解组织党的建设 |
| As non-profit social organizations (NPOs), mediation institutions shall uphold the leadership of the Communist Party of China and implement all requirements of full and strict Party self-governance. They shall, in light of their realities, gradually improve primary-level Party organizations and strictly implement provisions on primary-level Party building. Mediation organizations shall fully embody the people-centered value orientation and effectively perform their functions in serving financial consumers and investors, resolving disputes in a timely manner, and maintaining industry and social stability. | | 金融纠纷调解组织作为非营利性社会组织，要坚持党的领导，落实全面从严治党各项要求。结合自身实际，逐步健全党的基层组织，落实基层党建制度规定。切实践行以人民为中心的价值取向，充分发挥服务金融消费者和投资者、及时化解矛盾纠纷、维护行业和社会稳定的功能作用。 |
| 6. Enhancing the Neutrality, Independence, and Operational Sustainability of Financial Dispute Mediation Institutions | | （六）增强金融纠纷调解组织的中立性、独立性和持续运行能力 |
| Mediation institutions shall adhere to a public welfare orientation and shall not operate for profit. Funds shall be raised through diversified channels, including government support, social donations, and corporate service procurement, and shall be managed and used in strict accordance with relevant laws and regulations. For mediation institutions that carry out their work under financial social groups, such social associations shall provide funding guarantees covering basic operations, performance-based incentives, and mediation subsidies. Such guaranteed funding may be earmarked as a dedicated budget item. Mechanisms to prevent external interference in the mediation process shall be established and improved to ensure that mediation institutions operate independently and perform mediation impartially. | | 金融纠纷调解组织要坚持公益性，不以营利为目的，通过政府支持、社会捐赠、企业购买服务等多元化方式筹集资金，严格依照有关法律法规管理使用经费。依托相关金融社会团体开展调解工作的金融纠纷调解组织，相关社会团体应提供基本运行、考核奖励、调解补贴等经费保障，相关保障经费可专项单独列支。同时，应建立健全不干预调解工作的相关制度，确保调解组织独立运作、中立调解。 |
| 7. Strengthening the Standardized Governance of Financial Dispute Mediation Institutions | | （七）加强金融纠纷调解组织规范治理 |
| Mediation institutions under the supervision or guidance of financial regulatory authorities shall implement the financial regulatory authorities' guidance on mediation in relevant business areas. They shall streamline internal management mechanisms, establish and improve organizational systems and operational procedures, and ensure that managerial and support personnel are properly appointed and adequately assigned, so as to guarantee the orderly conduct of mediation and enhance the effectiveness of mediation services. | | 金融管理部门作为业务主管或指导单位的金融纠纷调解组织要落实金融管理部门对于相关业务领域纠纷调解的意见。要理顺内部管理机制，建立健全组织体系和各项制度流程，选优配强管理人员和调解保障人员。保证调解工作有序进行，提升调解服务效能。 |
| 8. Diversifying the Mediator Workforce | | （八）推进调解员队伍多元化 |
| Mediation organizations shall recruit professionals from both within and outside the industry to serve as full-time or part-time mediators or expert consultants, and build a professional and diversified mediator workforce, in line with the principle of combining full-time and part-time mediators and promoting collaboration between internal and external actors, and based on actual local conditions. They shall explore ways to establish and improve mediator management systems and associated funding guarantee mechanisms to strengthen the standardized management of mediators. | | 金融纠纷调解组织要按照专职兼职相结合、业内业外相协作的原则，根据所在地区实际，吸收行业内外人员担任专兼职调解员或专业顾问，建立专业化、多元化调解员队伍。要探索建立完善调解员管理制度和相关经费保障机制，强化调解员规范管理。 |
| 9. Strengthening Mediation Business Training | | （九）加强调解业务培训 |
| ．．．．．． | | ．．．．．． |
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