Source: Xinhuanet client
Xinhuanet Beijing, May 16 According to the Shanghai Stock Exchange,xybotsIn order to continue to promote the deepening and practical "open-door service", the Shanghai Stock Exchange issued the "Shanghai Stock Exchange Letters and Calls Work Measures" and "Shanghai Stock Exchange Report Work Measures" on May 15, the "May 15 National Investor Protection Publicity Day" and the "Shanghai Stock Exchange Report Work Measures" and the "Shanghai Stock Exchange Investor Service Hotline Working Measures".
Smooth channels for reporting demands is the primary task to protect the legitimate rights and interests of investors and resolve investors 'reasonable demands. The Shanghai Stock Exchange promotes the establishment of an integrated appeal processing service platform, merging the petition and reporting functions with the complaint, consultation and suggestion functions to unify the appeal processing functions. In order to clarify the boundaries of appeals, three methods were issued: petitions, reports, and hotlines. They adhered to benchmarking and problem orientation, and clarified key matters such as the definition of appeals, scope of acceptance, and handling methods, so as to facilitate the unified handling of petitions, reports, complaints, consultations and Suggestions and other appeals.
The Shanghai Stock Exchange investor service hotline received 55549 calls throughout 2023. As the main channel for investors to express their demands, the hotline has the largest number of calls from individual investors and is the focus of hotline services, accounting for 61%; calls from institutional investors account for 15%; calls from securities companies account for 15%; calls from issuers account for 5%; Calls from other institutions such as courts, lawyers or accounting firms account for 4%. Among them, investor consultation appeals account for more than 80%. The "question-and-answer" of the investor service hotline is the main battlefield and main position of work. It takes investor consultation as the starting point and investor satisfaction as the foothold, and consolidates the professional foundation, improves service efficiency, and strives to create a service hotline that gives investors a sense of gain and satisfaction.
In the early stage, the Shanghai Stock Exchange has integrated all external service telephone numbers, integrated the official website "hotline website message" and "review and reporting center" into a unified "appeal acceptance center" to achieve "one-number-one access" and "one-number-one access". This integration mainly addresses the problem of "inconsistent external and inconsistent internal" appeal processing functions such as letters and visits, reports and complaints, including inconsistent entry and exit ports, inconsistent processing procedures, and inconsistent management rules, which are prone to market entities such as investors seeking more services than one item, as well as duplication of processing and insufficient coordination among business departments within the firm. The purpose of the integration is to promote the establishment of an integrated appeal processing service platform for the Shanghai Stock Exchange, build a clear and connected appeal processing business system, a concise, clear, effective appeal processing system, and a request processing platform system that is convenient to operate and efficient in processing.
The Shanghai Stock Exchange stated that the next step will be to adhere to the "Maple Bridge Experience" in the new era, solidly carry out the "Three Doors" and "Strong Foundation Year" actions, focus on investor protection, closely follow the "three efforts", and achieve "two improvements"., comprehensively build a fighting fortress for investor services, and strive to create a service platform that market entities trust and investors have a real sense of gain.