Item 2! Industrial Bank Co., Ltd. selected as an excellent case for financial consumer protection and service innovation in 2026

Recently, China Financial Media, supervised by the National Financial Regulatory Administration, released the results of the selection of the “2026 Excellent Cases of Financial Consumer Protection and Service Innovation.” Industrial Bank had two cases stand out from nearly 400 cases submitted by 185 financial institutions, and successfully made the shortlist.

It is reported that the two Industrial Bank cases, “Building Age-Friendly ‘Xing Public Welfare’ Services” and “Establishing a Systematic Governance Mechanism to Crack Down on Financial ‘Black-and-Gray Industries’,” were respectively selected as the “Excellent Cases of Age-Friendly Services” and the “Excellent Cases of Protecting Consumer Financial Security,” which truly reflects the purpose of “doing practical things for the people,” and provides practical reference samples for the industry.

“Excellent Case of Age-Friendly Services” Award

Actively responding to the needs of the silver-haired group—bringing warm, age-friendly service to “the implementation stage”

Using nationwide “Xing Public Welfare” benefit stations and 85 “An Yu Ren Sheng” elderly financial service centers as window services, Industrial Bank provides free convenience facilities and people-benefiting services. Focusing on elderly customers at bank branches, it carries out themed services such as “Warm-hearted Service,” “Age-Friendly Assistance for People with Disabilities,” and “Neighborhood Partners,” aiming to continuously improve institutional mechanisms, optimize service processes, and make efforts to enhance elderly people’s sense of gain, happiness, and security in financial services.

To meet the special needs of groups such as the elderly and seriously ill patients, it has built a standardized emergency response mechanism. In the event that a seriously ill customer urgently needs a medical expense transfer but cannot attend in person or has lost the ability to operate independently, after the branch confirms that the customer cannot handle the transaction through regular procedures, it immediately initiates a one-stop emergency service workflow covering response, decision-making, execution, and traceability. The branch provides warm services such as on-site verification, remote video witnessing, and a dedicated transaction channel, truly realizing that “services are delivered with warmth, and age-friendly support is never out of reach.”

“Excellent Case of Protecting Consumer Financial Security” Award

Safeguarding consumers’ “money bags” through comprehensive governance—stopping financial “black-and-gray industries” across the entire chain

In response to the chaos of financial “black-and-gray industries” such as false complaints and illegal arbitrage, Industrial Bank has, around the full chain of identification, blocking, correction, and prevention, established a governance mechanism that is practical and reusable, effectively safeguarding customers’ funds security.

On the one hand, it integrates the “Sonar” system, develops intelligent recognition models, and accurately screens abnormal transactions and fraud-related risks, enabling real-time alerts and rapid interception. On the other hand, it further deepens cross-departmental and cross-institutional coordination, working together with regulators, public security authorities, and other units to form a joint force to crack down, curbing the spread of black-and-gray industries from the source. At the same time, it carries out anti-fraud publicity across multiple dimensions to improve customers’ ability to identify risks, building a three-in-one security defense line of “technical prevention + coordinated co-governance + education and publicity,” effectively safeguarding the public’s “money bags.”

With honors and progress, never changing the original intention. Industrial Bank will always uphold the original mission of serving the people through finance, integrating consumer rights protection into the entire process of business development. It will continue to make consumer protection services solid, deep, and detailed, and strive to provide each and every consumer with more professional, more convenient, and more secure financial services.

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