Letter of Commitment of Ant Financial Services Group to the Protection of Customer Rights and Interests

Overview and Description

Zhejiang Ant Small and Micro Financial Services Group Co., Ltd. and its subsidiaries (hereinafter collectively referred to as "Ant Financial Services Group") have always adhered to the "customer first" principle, striving to bring small but wonderful changes to its customers. In order to protect the legitimate rights and interests of its customers in the use of services provided by Ant Financial Services Group, Ant Financial Services Group hereby makes the following commitments to its customers in accordance with the relevant laws and regulations:


Business Operations in Compliance with the Law
Ant Financial Services Group shall conscientiously abide by the relevant laws and regulations and policies to safeguard the rights and interests of customers; it shall also incorporate the protection of the legitimate rights and interests of customers into its corporate governance, the construct of its corporate culture and the overall business development strategy plan.


Fair Competition
Ant Financial Services Group shall create a favourable competitive environment, encourage and support legitimate, fair and orderly competition in the industry, and oppose the use of improper means of competition within the industry, the defamation of competitors, as well as the fabrication of false and negative information about competitors.


Risk Prevention and Control
Ant Financial Services Group shall continue to strengthen its risk control capabilities and enhance its technical safety management capabilities, so as to ensure the security of customer funds and information.


Social Supervision
Ant Financial Services Group shall accept the supervision and criticism by all sectors of the community towards the industry, improve the atmosphere surrounding the industry and enhance the effectiveness of self-regulation in the industry.


Safeguarding the Customers' Right of Property Safety
Ant Financial Services Group shall conduct prudent management, and adopt stringent internal control measures and scientific means of technical monitoring; it shall also maintain a strict distinction between the organisation's assets and customer funds, and shall not divert or use customer funds at its sole discretion.


Safeguarding the Customers' Right of Informed Choice
Ant Financial Services Group shall do its best to disclose the information of services provided, including the name, content and standard charges of services, etc. through means such as product pages, service agreements, announcements or important information for users, etc. in plain language, so as to protect the customers' right to the knowledge of the real situation of the services they are accepting. Ant Financial Services Group shall not release information that exaggerate product benefits, cover up product risks and other such false information, nor engage in any false or misleading propaganda; it shall fulfil its obligation of providing reasonable risk warnings.


Safeguarding the Customer's Right of Autonomous Choice
Ant Financial Services Group shall, within the scope permitted by the laws and regulations and regulatory requirements, fully respect customers' wishes and allow customers to make their autonomous choice and decision on whether to accept the services of Ant Financial Services Group; it shall not go against the customers' wishes in the sale of products and services.


Safeguarding the Customers' Right to Fair Trade
Ant Financial Services Group shall disclose information such as the contents and standard charges of the various services on the website, product pages or service agreements in compliance with the principles of fairness, equality, honesty and trustworthiness. Customers shall have the right to decide whether to use any particular service based on such information, and Ant Financial Services Group will not force customers to use any particular service.


Safeguarding the Customers' Right of Claim According to the Law
Ant Financial Services Group shall conscientiously answer the enquiries of customers concerning the services it provides, establish a multi-level complaint handling mechanism within the Group, and constantly improve the consultation and complaint handling mechanism. Ant Financial Services Group's service hotline is 95188.


Safeguarding the Customers' Right to Education
Customers shall have the right to acquire knowledge on the protection of customer rights and interests. Ant Financial Services Group will help customers master the knowledge and skills for the services required, assist customers in the correct use of the services and enhance awareness of self-protection.


Safeguarding the Customers' Right to Respect
Ant Financial Services Group respects the dignity and ethnic customs and habits of customers; apart from the restrictions imposed in accordance with the laws and regulations and for the purpose of risk control, Ant Financial Services Group will not display discriminatory conduct on the basis of the user's gender, age, race, ethnicity or nationality, etc.


Safeguarding the Customers' Right to Information Security
Ant Financial Services Group shall ensure the security of customer information in accordance with the laws and regulations and provisions of the "Privacy Policy of Ant Financial Services Group".