On March 15th, Consumer Rights Day, Xinye Technology released the "Consumer Rights Protection 2023 Annual Report" (hereinafter referred to as the "Report", consumer rights protection referred to as "Consumer Protection"). This report is the first publicly disclosed annual summary of consumer protection work after the establishment of the Consumer Protection Committee of Xinye Technology. According to the report, Xinye Technology has protected users and institutions from losses totaling nearly 550 million yuan throughout the year through its intelligent anti fraud technology matrix; The satisfaction rate of its platform users is as high as 98.9%.
2023 is the first year of consumer protection for Xinye Technology. The group has established a Consumer Rights Protection Committee led by the CEO, and has incorporated consumer protection work into the company's overall development strategy. At the same time, Xinye Technology has established a multi-dimensional consumer protection governance framework, focusing on five major areas: institutional construction, product services, technological strength, public welfare promotion, and industry cooperation, to comprehensively promote consumer rights protection.
Li Tiezheng, CEO of Xinye Technology and Chairman of the Consumer Rights Protection Committee, said, "2023 is the starting year for Xinye Technology's systematic construction of consumer rights protection. In the future, we will usher in breakthroughs in technologies such as artificial intelligence and big data, and may also face various threats and challenges from black and gray industries.". But we have confidence and determination to work together with all sectors of society to maintain a healthy industry ecosystem and provide consumers with safer, more warm, and more reliable financial technology services by polishing our various strengths in safeguarding consumer rights
Service first: Building a one-stop user protection platform
In 2023, Xinye Technology launched a "Consumer Protection Zone" on its APP, further strengthening the platform's user rights and providing consumers with a "one-stop" rights protection platform. As of the end of 2023, Xinye Technology has continuously optimized its customer service process, with an average online connection rate of 95% per person; The one-time problem-solving rate reached 74.6%; The user satisfaction rate is 98.9%.
The report shows that Xinye Technology has further strengthened consumer service management, providing deep customer management services to nearly 500000 users in 2023, and building a refined customer service management system, providing refined negotiation services to over 3000 users, with a negotiation resolution rate of 73.19%. At the same time, Xinye Technology has established a consumer protection and assistance mechanism, providing a total of 664 million yuan in support to customers in 2023.
Technology driven: blocking over 30000 scams throughout the year
As a technology driven company, Xinye Technology utilizes its technological accumulation to build a consumer safety barrier. The group has established a three-level information security governance structure consisting of the Board of Directors, Chief Technology Officer, and Network Security Leadership Group, and has empowered information security protection through multi-dimensional measures such as improving systems, deepening management, innovating technology, and strengthening training. In 2023, Xinye Technology established a Privacy Information Management System to ensure that organizations comply with relevant laws and regulations when processing personal data, and protect the privacy and security of user personal data.
As a member of the Shanghai Public Security Anti Fraud Alliance, Xinye Technology relies on intelligent anti fraud technology to protect users from financial "black and gray industry" damage. In 2023, Xinye Technology utilized technological means to achieve over 30000 fraud blockades; The platform's anti fraud reminders cover over 17.23 million users; We protected users and institutions from losses of nearly 550 million yuan throughout the year.
Through the "intelligent driving+manual assistance" black and gray production identification mechanism, the group marked over 20000 suspected "black and gray production" customers throughout the year, actively feedback black and gray production voiceprint information to the industry big data system, and sent nearly 4000 black and gray production risk warning messages to relevant customers.
In addition, Xinye Technology continues to pay attention to the crackdown and characterization of black and gray industry organizations by public security organs, and uses leading anti fraud risk control technology to assist the police in cracking financial "black and gray industry" cases involving illegal "agency rights protection".
Collaborative construction: leading the planning of financial consumer protection research
Xinye Technology actively links with both inside and outside the industry to jointly build a consumer protection ecosystem. In 2023, Xinye Technology invited the Chinese National Weightlifting Team to serve as the image ambassador of the Group's Consumer Protection Committee, and the joint public welfare promotion activities covered a total of 11.31 million people across the country. At the same time, Xinye Technology invites industry experts and lawyers to establish a regular consumer protection public welfare lecture hall to provide reliable and easy to understand financial basic consumer protection knowledge to the public. Xinye Technology has also planned public welfare consumer protection activities such as "Credit Record Care Month" and "Say No to Fraud", visiting communities and business districts in many parts of the country, focusing on the elderly, new industry practitioners, and low-income groups, and enhancing consumer financial literacy and awareness of rights protection.
In terms of academic research, under the organization of China Internet Finance Association, Xinya Technology led the planning of Research on Chinese Financial Consumer Education and Rights Protection. This study brings together multiple institutions such as the legal community and universities to discuss and produce research on the protection of financial consumer rights from the perspectives of theoretical foundation, legislative experience at home and abroad, and trend outlook, in order to promote the systematic, academic, and legal process of consumer protection work.