2021 ESG Report
43 2021 ESG Report
Optimize Complaint Management
Safeguard Information Security and User Privacy
CRCBANK 44
We patiently listened to customers' feedback and insisted on solving complaints at source. 165 complaints were
received in 2021, with a processing rate of 100%, 538,100 remote banking manual services, 736,600 calls to the
customer service center, and 99.18% comprehensive customer satisfaction from calls. In order to standardize the
complaint handling process of complaints and improve the service quality and customer satisfaction, we continued to
improve the Complaint Handling Management Measures of Jiangsu Changshu Rural Commercial Bank Co., Ltd, so as
to standardize complaint handling responsibilities, processes and management requirements, to improve the quality
and efficiency of complaint management.
CSRC Bank continues to strengthen network information security and user privacy protection, continuously improve
various management systems and management systems, enhance staff awareness of risk prevention, and provide
solid protection for the financial security of the entire bank.
Complaints Ratio
38%
35%
59% 33%
8%
16%
7%
4%
1%
other
complaints
Loan
Bank Card Saving
Payment Currency
settlemen Management
departments off-site
at the
headquarter
local
institutions institutions
Composition of complaints by business category in
CSRC Bank 2021
Driving Information Security Management
In order to strengthen data security and privacy protection, we formulated and improved the Production Data
Management Regulations of Jiangsu Changshu Rural Commercial Bank, established a Technology Production and
Information Security Management Committee, established and implemented an internet security responsibility system,
and formed an internet security work leadership team. We also established a three-tier document management system
to continuously improve the IT risk management document system and information security management system; and
utilized technical protection to provide full life-cycle security management for data desensitization, data backup, data
preservation, data access and usage control.
CSRC Bank continues to enhance employees' awareness of network information security and promote the
regularization of bank-wide internet and information security training, and all staff actively participated in the training.
In 2021, CSRC Bank organized 95 times of internet security training for employees, covering 4,300 employees,
organized 4 sessions of employee internet security knowledge quizzes, covering more than 5,000 people.
Composition of complaints by region
of CSRC Bank 2021
○ In order to strengthen our information security protection, we have conducted internet and information security
awareness training for new employees, which is divided into three sections: "what is information security
awareness", "security norms at work" and "preventive measures", informing employees how to prevent information
leakage, identify phishing emails, various hardware and software security requirements, etc., and discussing
specific cases.
CSRC Bank attaches importance to unblocking complaint channels. In order to better collect customers' suggestions
or opinions and improve the service level, we keep the customer service hotline open 24 hours a day to accept
customers' inquiries and at the same time, display information such as charge standards and complaint supervision
telephone numbers in each branch, and places complaint comment books in each branch hall to ensure that
customers can communicate with us through various channels and give feedback and suggestions.
Complaints handling process of CSRC Bank
ΣΟ
ייע
In May 2021
o We launched a cyber security
awareness campaign covering
the entire staff, mainly covering
the background of cyber security
regulation, implementation of
security responsibilities, security
measures and work deployment
of head office departments and
branches, to raise the awareness
of cyber security among all staff.
In July 2021
○ The Bank conducted cyber
security and compliance
education training for new
employees in the technology
line, to explain the Bank's
cyber information security
and compliance regulations.
In December 2021
o We further carried out cyber
security awareness training
concerning the current situation of
cyber security and cyber security
related laws and regulations, and
comprehensively strengthened
the warning of the significance of
cyber security for all staff in the
Technology Department.
Complaint Acceptance
Complaint Review
Complaint Handling
Closing and Filing
Register in
User Privacy Protection
The office of
headquarter,
customer service
center and
branches receive
complaints
the complaint
standardization
system and forward
to the relevant
department for
review
Functional
department
investigation
and verification,
and feedback to
customers within
five working days
Summarize and
analyze within the
specified time and
regularly inform
the whole bank
of the complaint
handling situation
CSRC Bank attaches great importance to the protection of customer privacy. We formulated and improved the
Administrative Measures for the Security of Personal Financial Information of Jiangsu Changshu Rural Commercial
Bank Co., Ltd. and the Privacy Policy of Jiangsu Changshu Rural Commercial Bank Co., Ltd.
CSRC Bank regulates users' informed consent through multiple channels such as CSRC Bank mobile banking,
corporate mobile banking, Changyin Life, and Online Banking, informs users of the methods and rules for the
collection and use of personal information, and makes legal and reasonable use of customer privacy information, so
that customer information can be transmitted in a safe and controllable environment.View entire presentation