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Star-rated Services for Personal Customers
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Star-rated Services for Personal Customers
 

☆ Introduction
Star-rated services for personal customers refer to a brand new service system launched by the ICBC to return customers' favor and improve service. For different star-rated customers, the Bank will offer an exclusive series of services in terms of preferential handling charge, VIP channel, and value-added services (services available only to part of customers. For more information, please consult local ICBC outlets). The higher the star-rate is, the more returns is given to customers, including preferential fees and value-added services.
1. Exclusively preferential fees. If you handle business via the Bank's Internet banking, mobile banking and self-service facilities, you can further enjoy preferential discounts offered by Internet banking, mobile banking, and self-service facilities on the basis of the privilege for star-rated customers .
2. Exclusive VIP channel. You can not only enjoy the series of priority services in the Bank's domestic outlets, but also use VIP-version Internet banking and 400-VIP service line.
3. Exclusive value-added service. You can enjoy the global medical rescue service, like 24-hour telephone counseling of general medical practitioners and emergency medical care transfer; domestic road rescue service, like emergency trailer and emergency roadside quick fix; telephone counseling service of business travel and home life of various kinds; as well as family comprehensive guarantee service covering accidental personal injury, accidental travel injury, loss of airline baggage and personal belongings, for free.

☆ Features
The first is the comprehensive assessment and statistics standard. Based on your comprehensive business volume, the business you handle in the Bank, including deposit, loan, investment and wealth management (including funds, wealth management products, Treasury bond, insurance, and gold), consumption with bank cards, remittance, and deposit and withdrawal in other cities, can enable you to get corresponding star-rate. The more the business volume is, the higher star-rate will be, and the more preferential fees and value-added services will be returned.
The second is the initiative service without the need for application. The Bank will take the initiative and provide you with star-rated services, meaning that there is no need for you to apply for star-rate. Meanwhile, you need not rely on traditional bank card mediums when enjoying the services. You can inquire the star-rate through multiple channels, including outlet, Internet banking, mobile banking, WeChat banking and telephone banking.
The third is dynamic revision of quick upgrading and slow downgrading. The star rate will be revised on a monthly basis. The Bank will reassess your star-rate at the end of each month based on your business transactions in the past six months (including the current month). In order to smoothen the fluctuations caused by star-rate revision, the Bank now adopts the mechanism of “quick upgrading and slow downgrading”. If your star-rate was assessed to move upwards, you will automatically enjoy more privileges and services at the start of the next month. If your star-rate was assessed to move downwards, you will enjoy a buffer period of as long as two years. The Bank hopes to leverage on the star-rated service system to further focus on the changes in customer demands and offer better services to customers.

☆ Star-rated System
The Bank's personal customer star rate is divided into, from higher to lower, seven-star customers, six-star customers, five-star customers, four-star customers, three-star customers, and quasi-star customers. Customer with zero star point can not participate in the star-rate assessment.

☆ Evaluation
Assessment of personal customers' star-rate is based on your comprehensive business volume in the Bank. The customer can accumulate star points and get the star-rate, according to volume of the businesses, including deposit, loan, investment and wealth management (including funds, wealth management products, Treasury bond, insurance, and gold), consumption by card, remittance, and deposit and withdrawal in other cities. The star points of the abovementioned businesses can be added up and the Bank will assess the star-rate according to the customer's total star points.

☆ Adjustment
Personal customers' star-rate is revised dynamically. Star-rate will be assessed at the end of each month when the system will assess the star-rate according to your accumulative comprehensive business volume in the past six months. If the star-rate increases, you will automatically enjoy more privileges and services at the start of next month.
In order to highlight the value of higher star-rated customers and improve customer services, the update time for downgrading customer service star-rate will be June 30 and December 31 of each year. Given the fact that the customer sees temporary decline in business volume probably due to all kinds of reasons, the Bank also offers differentiated downgrading buffer periods for the customers seeing star-rate downgrading. Specifically, the buffer period for seven-star, six-star, and five-star customers or below is two years, one year, and half a year, respectively, in a bid to reduce inconvenience caused by the changes to the greatest extent.

☆ FAQs
1. What is downgrading buffer period?
A: Service star rate is revised dynamically. The Bank will assess twice a year (June 30 and December 31) the star rates of customers according to their accumulative comprehensive business volume in the past six months. Given the fact that the customer sees temporary decline in business volume probably due to all kinds of reasons, the Bank also offers the differentiated downgrading buffer periods for those customers. During the buffer period, the Bank will remind the customer of the star-rate downgrading through Internet banking, mobile banking, etc.. Customer can maintain their previous star-rate by increasing their business volume in the Bank.
For example, on December 31, 2012, a five-star customer was assessed to face star-rate downgrading. The Bank therefore brought the customer account into the management of downgrading buffer period, during which the customer could still enjoy five-star customer services when handling business in the Bank. Only after the buffer period expires and the customer's star-rate still fails to meet the standard required would the customer's star-rate be officially downgraded, meaning the customer could only enjoy the downgraded star-rate, instead of previous five-star services.
2. What impacts the launch of star-rated services for personal customers have on the previous Elite Club Account cardholders (including ICBC Platinum Elite Club and Merchant Friend Club cardholders)?
After the launch of star-rated services for personal customers, customer can still use the Elite Club Account cards as usual. Meanwhile, the Bank revised the existing Regulations of Elite Club Accounts. After implementing the new regulations, the Bank will continue to exempt the annual fees of Elite Club Account temporarily, and provide business at favorable terms and special wealth management services for Elite Club Account cardholders in accordance with corresponding star-rated standards. If your star rate fails to reach five-star or above, you can no longer enjoy relevant preferential policies and exclusive services.
3. What preferential charges can customers enjoy in the star-rated service system?
According to the star-rated service system, the customer can enjoy preferential charges for more than 20 businesses of three big categories, including personal settlement, account management, and wealth management service. For more information, you can read the latest version of ICBC Service Fee List.

The above is for reference only. Details refer to the rules drawn up by local ICBC branch. To save your time, please call your local ICBC before applying for the service.

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