Finance serves the people by doing practical work. Industrial Bank acts as a "guardian" of financial consumers' rights and interests.

Spring tides surge and warm the hearts of the people; finance stays true to its original intention for the people. As the 2026 “3·15” International Consumer Rights Day approaches, Industrial Bank adheres to a people-centered value orientation, closely aligning with the slogan of the “Clear Financial Network to Safeguard Peaceful Consumption” activity, taking “Finance for the People to Solve Practical Issues” as a starting point. It deeply integrates the “3·15” financial consumer rights protection education and publicity activities with livelihood services, using tangible livelihood initiatives, warm-hearted services, and safety defenses to effectively enhance financial consumers’ sense of gain, happiness, and security, creating a clear and orderly financial market environment, and acting as a steadfast “guardian” of consumer rights.

Empowering Technology with Innovative Practices to Address Livelihood Services

The online launch of the mobile banking “Anyu Edition” and the establishment of a customer service hotline green channel for seniors (which automatically recognizes elderly customers by their phone number and connects them to services with one click) shows that Industrial Bank is continuously upgrading and improving the “Anyu Life” pension financial service system, helping seniors bridge the “digital divide.” As of the end of 2025, the bank’s customer service hotline 95561 green channel served 698,100 clients that year, while the mobile banking “Anyu Edition” served 2,392,900 clients.

In recent years, Industrial Bank has consistently viewed digitization as an important means to address pain points in financial services for people’s livelihoods, deeply integrating new technologies such as big data and artificial intelligence into product design and customer service, delivering the convenience and efficiency of digital finance to thousands of households, and effectively responding to the livelihood needs.

In places like Sanming, Fujian, Industrial Bank has introduced the “Social Security Nearby Service” by leveraging the financial social security card as a link, bringing 35 high-frequency social security services to bank branches. At the same time, the bank has collaborated with local authorities such as the Sanming Human Resources and Social Security Bureau and the Civil Affairs Bureau to launch projects like facial recognition payment for senior dining halls and social security card library borrowing functions, providing tangible convenience and benefits for local elderly citizens.

Inclusive finance is crucial for economic development, but even more so for the warmth of people’s livelihoods. Industrial Bank actively builds the “Industrial Inclusive” platform, focusing on online financing to provide “financial + non-financial” diversified services for small and micro enterprises, bridging the “last mile” of financial services to rural areas, and bringing financial resources into the fields and villages. Meanwhile, the bank has quickly responded to personal consumer loan fiscal interest subsidy policies by launching a dedicated section in mobile banking to help boost consumption and facilitate economic circulation.

Additionally, Industrial Bank focuses on new employment groups such as truck drivers, ride-hailing drivers, delivery personnel, and couriers, accurately addressing their strong liquidity and fragmented financial needs. Utilizing a digital platform, the bank has created a convenient financial service system through mobile payments and specialized financial knowledge dissemination, effectively solving financial service issues for new employment groups.

Maintaining the Bottom Line with “Hardcore” Measures to Protect the People’s “Wallets”

In this “3·15” activity, Industrial Bank closely focuses on preventing financial network chaos. Through short videos, animations, and interactive H5 formats that the public enjoys, it vividly reveals financial network marketing tactics such as unqualified lead generation and high-yield promises. The bank conducts “case studies on risks” targeting high-frequency risk points like illegal insurance claim proxy and overseas card theft, using real cases to dismantle fraud techniques, which has garnered unanimous praise from consumers.

According to reports, Industrial Bank has also actively collaborated with external organizations to conduct financial education training, promoting a joint effort in anti-fraud initiatives within the industry. At the same time, it has streamlined channels for consumers to express their demands and broadened online and offline mediation pathways, practicing the “Fengqiao Experience” of the new era, transforming customer “issue lists” into “enhancement lists” and “satisfaction lists,” effectively addressing urgent and difficult problems faced by financial consumers.

Protecting the property safety of financial consumers is a bottom-line requirement for finance to serve the people. In recent years, Industrial Bank has focused on technological innovation and mechanism improvement to comprehensively strengthen the financial consumption security defense line, effectively safeguarding the “wallets” of the people. For instance, the AI model system developed by the bank for consumer protection review encompasses nearly 200 review points and over 1,000 keywords, covering multiple businesses and processes. Through the integration of multimodal technology, it accurately detects risks and has won multiple awards from organizations such as the China Artificial Intelligence Industry Development Alliance.

Inclusive and Convenient Financial Knowledge Dissemination Reaches Every Household

Targeting elderly clientele, Industrial Bank has conducted the “Respect for the Elderly Month” theme activity for eleven consecutive years, transforming bank branches from mere financial service places into warm “Silver Age Parks.” For the youth demographic, Industrial Bank collaborates with educational authorities and schools to convey risk warnings through campus debates, interactive Q&A sessions, and “Financial Knowledge into Campus” activities.

Financial knowledge dissemination is a crucial measure to enhance the public’s risk prevention capabilities and is also an essential aspect of finance serving the people. In recent years, Industrial Bank has continuously strengthened internal and external collaboration to carry out diversified financial education activities, effectively promoting the public’s financial knowledge and literacy.

During this “3·15” activity, Industrial Bank coordinated with its branches to create a comprehensive and multi-dimensional educational publicity matrix, putting financial consumer education into practice. Offline, all branches uniformly conducted a series of “Consumer Protection Service Day” actions, establishing “3·15 Consumer Protection Service Stations,” providing “one-on-one” consultation services, and hosting activities such as “Bank President at the Lobby” and “Face-to-Face with the Top Management,” listening to customer demands and solving practical problems on-site. Meanwhile, the bank has gone into communities, enterprises, and villages, designing differentiated publicity plans based on regional realities to enrich the connotation of finance serving the people. Online, the bank has produced original micro films, “Xingfu Long Talks on Consumer Protection” animated short videos, and launched the “Xing Consumer Protection·Xing Education” financial knowledge prize quiz activity, with the bank promoting and sharing widely, creating a positive atmosphere where “everyone is a consumer protection promoter,” allowing financial knowledge to reach more people at their fingertips.

Notably, Industrial Bank utilizes its “Xing Public Welfare” benefit stations as a platform to deeply integrate financial knowledge dissemination with convenient services, providing over 40 free convenient services through the construction of four themed benefit networks, establishing a public financial knowledge publicity and education base.

What the people hope for is where the bank’s direction lies. Finance serving the people is never-ending; there are only continuous new starting points. Industrial Bank has always viewed the protection of financial consumer rights as an important manifestation of practicing the political and people-oriented nature of financial work, integrating it into daily operations and regular practices. The bank continues to improve its digital financial service system, constantly strengthens financial risk prevention capabilities, regularly conducts financial knowledge dissemination education, and uses more professional services, stronger measures, and warmer care to bring finance to more livelihood scenarios, touching the hearts of the people and injecting more strength from Industrial Bank into the better lives of the people.