ICS03.060 CCSA11 团体标准 T/CBA224—2024 银行业金融机构适老服务基本要求 Basicrequirementsforageingcareservicesoffinancialinstitutionsin bankingindustry 中国银行业协会发布2024-12-26发布 2024-12-26实施 全国团体标准信息平台 全国团体标准信息平台 T/CBA224—2024 I目  次 前言.....................................................................................................................................................................II 1范围...................................................................................................................................................................1 2规范性引用文件...............................................................................................................................................1 3术语和定义.......................................................................................................................................................1 4总体要求...........................................................................................................................................................2 4.1整体性要求...............................................................................................................................................2 4.2辨识性要求...............................................................................................................................................2 4.3便利性要求...............................................................................................................................................2 4.4安全性要求...............................................................................................................................................2 5传统服务基本要求...........................................................................................................................................2 5.1营业网点服务...........................................................................................................................................3 5.2电话银行服务...........................................................................................................................................5 6电子化服务基本要求.......................................................................................................................................5 6.1主要渠道...................................................................................................................................................5 6.2服务界面...................................................................................................................................................5 6.3服务操作...................................................................................................................................................5 6.4辅助服务...................................................................................................................................................5 6.5新技术应用...............................................................................................................................................6 7产品供给基本要求...........................................................................................................................................6 7.1产品研发...................................................................................................................................................6 7.2产品运营...................................................................................................................................................6 7.3产品退出...................................................................................................................................................6 8组织保障...........................................................................................................................................................6 8.1健全机制...................................................................................................................................................6 8.2投诉管理..................................................