T/ZEA 005-2018 Online dispute resolution mechanism for internet financial enterprises and users requires

Scope

Main technical content: This standard is based on national standards and financial industry standards, as well as the user dispute resolution system and related business of Hangzhou Xinhehui Internet Financial Services Co., Ltd., and relevant laws, regulations, rules and drafting materials. This standard proceeds from the actual situation of user dispute resolution in Internet finance, clarifies and standardizes the principles of dispute resolution, dispute grading, processing flow, measures and supporting mechanisms in Internet finance business activities, and puts forward requirements for Internet finance enterprises' user dispute mediation mechanisms. It is applicable to guiding Internet finance enterprises to resolve disputes with users. The objectives of this standard are: ——Define the commonly used concepts related to user dispute resolution in Internet finance. ——Propose a framework guideline for standardized user dispute resolution in Internet finance. This standard does not provide a single, general solution for all enterprises engaged in Internet finance business. This standard provides a management guideline for user dispute resolution in Internet finance, rather than a specific solution.

Development Information

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