On May 15, 2026, it was the seventh "National Investor Protection Publicity Day". Investor protection is a fundamental task for the high-quality development of the capital market and an important guarantee for maintaining the principles of fairness, justice and openness in the market. This article aims to introduce to the general investors the functional positioning, acceptance scope and usage methods of the 12386 Investor Service Public Welfare Platform of the China Securities Regulatory Commission, helping investors legally and rationally protect their own legitimate rights and interests.
At the enforcement level, the China Securities Regulatory Commission took nearly 3,000 administrative regulatory measures throughout the year, investigated and dealt with 701 cases of securities and futures violations, imposed fines and confiscations totaling 15.47 billion yuan, and transferred 172 case clues to public security and judicial authorities. Self-regulatory organizations such as exchanges made over 1,300 disciplinary measures for self-regulatory supervision. A series of typical cases of investor rights protection and relief have been implemented, effectively safeguarding the legitimate rights and interests of investors.
When investors encounter civil disputes with securities, fund or futures operating institutions and their staff during the process of buying and selling securities, funds, futures products or receiving related services, they can file complaints with this platform. The specific circumstances include but are not limited to: customer service issues, fee disputes, system problems, false or exaggerated promotion, poor communication, etc.
(2) Service Methods
1. Hotline Telephone
Investors can directly call the 12386 hotline across the country. The service hours are from Monday to Friday (except legal holidays), from 9:00 to 11:30 in the morning and from 13:00 to 16:30 in the afternoon.
2. Online Platform
Investors can submit their demands through the 12386 online platform. The access path is: the official website of the China Securities Regulatory Commission - Interactive Communication - 12386 Service Platform.
③ Conclusion
Investors are an important part of the capital market. Protecting the legitimate rights and interests of investors is the starting point and ultimate goal of capital market supervision. The China Securities Regulatory Commission will continue to improve the investor protection mechanism, open up channels for expressing investors' demands, and promote the continuous achievement of new results in investor protection work in the capital market.
Investor protection should follow the principles of legality, rationality and orderliness. The 12386 platform advocates that investors express their demands through legal channels and avoid taking extreme measures. Rational protection of rights is not only conducive to improving the efficiency of handling demands, but also helps maintain the normal order of the capital market. It is particularly important to note that, according to the "Announcement of the China Securities Regulatory Commission on Optimizing the Operation of the 12386 Service Platform" (CSRC Announcement [2022] No. 45), the 12386 service platform accepts civil disputes between investors and the operating entities and their employees in the securities and futures markets. Losses caused by market fluctuations do not fall within the scope of the platform's acceptance. Investors should fully understand investment risks and make prudent investment decisions.
We sincerely invite all investors to pay attention to and make proper use of the 12386 Investor Service Public Platform, and legally safeguard their own legitimate rights and interests.
