China Construction Bank (CCB) has been distinguished with the "Outstanding Consumer Protection Case in Banking" award at the 2026 Golden Stone Awards and Financial Consumer Protection Excellence Case Selection, organized by Sina Finance. The bank earned this recognition for its submitted case titled "Creating a New Paradigm for Digital-Intelligent Education."
The following is a summary of the award-winning case:
At the beginning of the new year, CCB's retail sector staff consistently adhered to a people-centered value orientation, diligently advancing the implementation of consumer rights protection work. Particularly in the inaugural year of the 15th Five-Year Plan period, the bank fully leveraged the innovative capabilities of financial technology to strengthen digital education initiatives and empower business development.
During the Spring Festival period, CCB integrated traditional festive characteristics and peak-season activity elements, combining online and offline methods. The bank conducted novel financial education sessions by visiting enterprises, communities, schools, rural areas, markets, and public streets, engaging directly with citizens. These activities helped the public learn in an enjoyable manner, vividly demonstrating risk warnings and typical cases related to financial consumer protection. Through practical actions, CCB embodied the concept of "Warm Consumer Protection," fostering greater trust between customers and the bank via a down-to-earth approach.
First, the initiative focused on key customer segments to enhance digital education activities and broaden customer outreach. In serving elderly clients, CCB's consumer protection team actively conducted a series of activities under the themes "Comfortable Living + Intelligent Living + Healthy Living," helping senior citizens experience warm consumer protection. Addressing the financial education needs of the elderly, CCB organized "free financial health check-ups" for seniors and "Spring Festival calligraphy" events for youth, regularly providing financial education for older adults. The bank established a series of branded initiatives for seniors centered on comfortable, intelligent, and healthy living, integrating these into its broader retirement strategy. By entering communities and inviting elderly individuals to share their personal stories, CCB promoted positive and healthy lifestyle concepts, sparking enthusiasm among seniors to proactively learn about financial knowledge. The bank also launched a "Door-to-Door Risk Alerts" campaign, utilizing both online channels and community grid management systems to deliver financial knowledge and anti-fraud information directly to households.
For younger demographics, including teenagers and university students, CCB carried out educational campaigns combining "aesthetic education with consumer protection." It disseminated a series of exemplary cases aimed at helping college students guard against illegal financial activities and provided timely risk warnings. Using real-case scenarios to explain risks, CCB promoted these cases through concentrated awareness campaigns. The "Golden Bee" initiative was introduced on campuses, guiding university students to learn financial knowledge through formal channels and participate in digital financial education, thereby helping them steer clear of illegal financial schemes. Financial education programs were also extended to secondary school students. Leveraging the "CCB Smart Learning" platform, a dedicated financial education section for university students was established, covering over 2.8 million teachers and students across 400 institutions nationwide.
Simultaneously, CCB targeted new urban residents and migrant workers with "grassroots-level" financial education outreach. The bank actively conducted financial education for new city dwellers, organizing branch visits to payroll processing units, construction companies, and migrant worker service centers to disseminate financial knowledge. Services were expanded to county areas to narrow the urban-rural gap, making new cities feel like home. For ethnic minority groups, CCB provided multilingual financial education services, creating promotional materials in six languages, including Mongolian and Uyghur, and releasing electronic handbooks on eight consumer rights in multiple minority languages for easy access and learning. The bank also entered minority villages to普及 financial protection knowledge. For persons with disabilities, CCB offered education in sign language and Braille, highlighting its human-centric services. Employees participated in training, such as the "Wanbao Sign Language Mini-Course" and national standard sign language tutorials, to enhance their skills in serving disabled individuals. The bank assisted people with disabilities in opening accounts and registering for mobile banking (in accessibility mode), enabling them to access equitable financial services.
Second, the initiative concentrated on current hot-button issues, innovating with specialized activities to explore new models of digital empowerment. CCB remained vigilant against emerging risks, launching a campaign titled "Refuse to Be a Professional Debt Bearer, Strive to Be a Rational Consumer." Cumulatively, over 56,000 online and offline events were organized, reaching approximately 710 million consumers. These efforts promoted financial knowledge普及, assisting consumers in conducting suitability assessments to choose appropriate financial products and avoid debt beyond their repayment capacity. CCB thoroughly highlighted the violations and dangers associated with "professional debt bearing," urging the public to steer clear of false advertising, illicit intermediaries, illegal finance, and telecom fraud, thereby strengthening legal awareness and encouraging rational consumption.
CCB's consumer protection efforts further advanced a series of "Serving the People with Concrete Actions" activities. Responding to regulatory calls, the bank systematically established a working mechanism focused on便民惠民 (facilitating and benefiting the people), pension security, housing, inclusive finance, poverty alleviation, support for agriculture and small businesses, enterprise relief, financial education, information protection, and anti-fraud initiatives. Nine major special campaigns were launched to address prominent issues of public concern, continuously improving the accessibility and satisfaction of financial services. In dispute resolution, CCB actively explored the "Fengqiao Model" for the new era, collaborating with its customer service to introduce the "Hi, I'm Here" online complaint channel, widely promoting this access point to effectively enhance customer satisfaction.
For foreigners in China, CCB upgraded its tailored services, producing multilingual consumer protection handbooks in English, Japanese, German, French, Russian, and Arabic. The bank advocated for rational consumption and built a financial consumer protection service network. Branches partnered with large commercial districts, communities, campuses, and enterprises to conduct special activities for foreigners, promoting cross-border trade awareness and establishing a "first stop" for financial services upon entry.
In terms of notable outcomes, CCB persistently conducted its "Five Entries" activity, covering the one-kilometer living radius of communities and growing alongside the public. Utilizing its branch network to辐射 surrounding areas in cities, towns, villages, transportation hubs, and schools, CCB integrated "consumer protection + business" to address the public's lack of financial knowledge. The "Five Entries" into schools, enterprises, commercial districts, villages, and communities allowed financial consumer protection to subtly permeate daily life.
The bank also expanded and upgraded its digital education, integrating it into multiple life scenarios. During large-scale digital campaigns like "Season of Blessings, Season of Striving, Season of Wealth," financial protection knowledge was taught through entertaining methods, accumulating over 580 million user visits. Additionally, CCB iteratively updated its "Colorful Consumer Protection 3D Digital Education" exhibition hall. Utilizing leading peer technologies such as "AI + Virtual VR + 3D," the bank continuously enhanced the online "Colorful Consumer Protection 3D Digital Hall." Through a "human + digital" model, financial education was integrated into business operations, exploring new practices for the digital era, with total user visits exceeding 35 million.
Furthermore, CCB unleashed the potential of its new finance strategy, exploring "digital education +" multi-scenario applications. It created a new ecosystem where financial consumer protection integrates into "circles, chains, and groups." Focusing on the government (G) end, CCB targeted 500,000 corporate payroll clients and 90 million individual salary recipients, facilitating convenient financial knowledge acquisition and precise services for businesses and employees. It innovated with "Smart Government + Digital Education." On the merchant (B) end, partnerships with large supermarkets and retail stores amplified campaign reach, achieving extensive coverage through cooperative merchants. For the consumer (C) end, at retail points like small markets, convenience stores, coffee shops, and florists, "scan-to-pay + digital financial education" enabled instant access. The "CCB Life" App launched a financial education channel, embedding content into various daily life scenarios. Within the "Alipay" ecosystem, CCB acquired customers via the "Colorful Consumer Protection" channel on its "CCB Life" account, allowing users to quickly obtain financial protection knowledge.
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