/akn/my/act/pua/2016/16

PERATURAN-PERATURAN INSTITUSI KEWANGAN PEMBANGUNAN (SKIM OMBUDSMAN KEWANGAN) 2016

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Type: P.U. (A)
Status: In force
Enacted: 2016
Sections: 13

Quick answer

About this p.u. (a)

PERATURAN-PERATURAN INSTITUSI KEWANGAN PEMBANGUNAN (SKIM OMBUDSMAN KEWANGAN) 2016 is Malaysia P.U. (A), cited as P.U. (A) 16 2016, currently marked in force and first recorded in 2016.

Opening note

Preamble

PADA menjalankan kuasa yang diberikan oleh seksyen 123 Akta Institusi Kewangan Pembangunan 2002 [Akta 618], Menteri, atas syor Bank, membuat peraturan-peraturan yang berikut: Nama dan permulaan kuat kuasa

Seksyen 1

(1)

Peraturan-peraturan ini bolehlah dinamakan

Peraturan-Peraturan

Institusi Kewangan Pembangunan (Skim Ombudsman Kewangan) 2016.

(2)

Peraturan-Peraturan ini mula berkuat kuasa pada 31 Januari 2016.

Tafsiran

Seksyen 2

Dalam Peraturan-Peraturan ini—

“anggota” ertinya anggota Skim Ombudsman Kewangan sebagaimana dinyatakan dalam subperaturan 3(1);

“ombudsman” ertinya pegawai pengendali skim yang dilantik oleh lembaga pengarah pengendali skim untuk mengadjudikasi pertikaian yang dirujuk kepada

Skim Ombudsman Kewangan;

“pengendali skim” ertinya suatu syarikat yang didaftarkan di bawah

Akta Syarikat 1965 [Akta 125] yang mengendalikan Skim Ombudsman Kewangan;

“pertikaian” ertinya suatu pertikaian antara seorang pengadu yang layak dengan suatu anggota berkenaan dengan perkhidmatan atau produk kewangan yang boleh dirujuk kepada Skim Ombudsman Kewangan sebagaimana yang dinyatakan dalam terma rujukan;

“terma rujukan” ertinya terma rujukan Skim Ombudsman Kewangan yang diluluskan di bawah peraturan 4.

Seksyen 3

Anggota Skim Ombudsman Kewangan

(1)

Sesuatu institusi yang ditetapkan yang menyediakan atau yang telah menyediakan perkhidmatan atau produk kewangan kepada mana-mana orang—

(a)

bagi maksud persendirian, domestik atau keperluan rumah; atau

(b)

berkaitan dengan suatu perniagaan kecil sebagaimana yang ditentukan oleh Bank di bawah seksyen 42C Akta, hendaklah menjadi suatu anggota Skim Ombudsman Kewangan.

(2)

Keanggotaan hendaklah mula berkuat kuasa pada apa-apa tarikh sebagaimana yang ditentukan oleh Bank.

(3)

Anggota hendaklah, pada setiap masa, mematuhi terma keanggotaan

Skim Ombudsman Kewangan sebagaimana yang dinyatakan dalam terma rujukan.

Terma rujukan Skim Ombudsman Kewangan

Seksyen 4

(1)

Terma rujukan Skim Ombudsman Kewangan hendaklah tertakluk kepada kelulusan Bank.

(2)

Bagi maksud Peraturan-Peraturan ini, kandungan terma rujukan hendaklah termasuk—

(a)

terma keanggotaan Skim Ombudsman Kewangan termasuk—

(i)

tatacara keanggotaan, termasuk hal keadaan yang keanggotaan terhenti;

(ii)

fi langganan dan fi atau caj lain yang kena dibayar oleh anggota atau mana-mana golongan anggota, termasuk fi berlainan yang boleh dikenakan ke atas golongan anggota yang berlainan;

(iii)

tatacara dan tempoh masa bagi anggota memberikan apa-apa dokumen dan maklumat sebagaimana yang dikehendaki bagi maksud penyelesaian pertikaian yang dirujuk kepada

Skim Ombudsman Kewangan;

(iv)

tatacara dan tempoh masa bagi anggota mematuhi apa-apa award yang diberikan di bawah Skim Ombudsman Kewangan; dan

(v)

tatacara bagi memastikan pematuhan kepada terma keanggotaan jika berlaku apa-apa kemungkiran terhadap terma keanggotaan;

(b)

jenis pertikaian yang boleh dirujuk kepada Skim Ombudsman

Kewangan;

(c)

kategori pengadu yang layak;

(d)

jenis award yang boleh diberikan berkenaan dengan suatu pertikaian;

(e)

tatacara dan tempoh masa bagi suatu pertikaian dirujuk kepada

Skim Ombudsman Kewangan;

(f)

hal keadaan yang suatu pertikaian boleh enggan diterima atau ditolak;

(g)

hal keadaan dan tempoh masa bagi pengantaraan atau adjudikasi suatu pertikaian di bawah Skim Ombudsman Kewangan; dan

(h)

tatacara bagi memastikan pengadu yang layak dan anggota mematuhi pada setiap masa kewajipan kerahsiaan sebagaimana yang diperuntukkan dalam peraturan 8.

(3)

Pengendali skim hendaklah mengendalikan Skim Ombudsman Kewangan mengikut terma rujukan yang diluluskan.

(4)

Tiada pindaan kepada terma rujukan yang diluluskan boleh dibuat tanpa—

(a)

rundingan terdahulu dengan anggota; dan

(b)

kelulusan bertulis terdahulu Bank.

(5)

Pengendali skim hendaklah menyiarkan terma rujukan yang diluluskan dan apa-apa pindaan kepada terma rujukan yang diluluskan itu di laman sesawang pengendali skim atau dalam apa-apa bentuk dan cara lain sebagaimana yang ditentukan oleh Bank.

Kewajipan memberitahu Bank

Seksyen 5

(1)

Pengendali skim hendaklah dengan serta-merta memberitahu Bank—

(a)

tentang apa-apa perkara yang boleh menjejaskan keupayaannya untuk menjalankan fungsi dan kewajipannya secara berkesan di bawah mana-mana peruntukan Akta, Peraturan-Peraturan ini, dokumen konstituennya atau terma rujukan; dan

(b)

sekiranya anggota—

(i)

gagal untuk mematuhi terma keanggotaan Skim Ombudsman

Kewangan, termasuk kegagalan untuk membayar apa-apa fi atau caj yang kena dibayar oleh anggota itu di bawah terma keanggotaan itu; atau

(ii)

gagal untuk mematuhi subseksyen 42E(2) Akta.

Kewajipan mengemukakan laporan kepada Bank

Seksyen 6

(1)

Pengendali skim hendaklah, dalam masa tiga bulan selepas berakhirnya setiap tahun kewangannya, mengemukakan kepada Bank suatu laporan mengenai aktiviti dan operasinya yang dijalankan dalam tahun kewangan itu.

(2)

Laporan yang disebut dalam subperaturan (1) hendaklah termasuk—

(a)

jumlah pertikaian yang dirujuk kepada Skim Ombudsman Kewangan;

(b)

perihalan tentang jenis pertikaian yang dirujuk dan award yang diberikan;

(c)

akaun tahunan pengendali skim yang telah diaudit; dan

(d)

apa-apa dokumen atau maklumat lain sebagaimana yang dikehendaki oleh Bank.

(3)

Pengendali skim hendaklah, dengan seberapa segera yang dapat dilaksanakan, melaporkan kepada Bank—

(a)

apa-apa perkara yang boleh bersifat sistemik yang berbangkit daripada pengendalian Skim Ombudsman Kewangan; dan

(b)

sekiranya pengendali skim mempunyai sebab yang munasabah untuk mempercayai bahawa mana-mana anggota terlibat dalam apa-apa salah laku yang serius.

Penyiaran maklumat

Seksyen 7

(1)

Pengendali skim hendaklah, dengan seberapa segera yang dapat dilaksanakan, menyiarkan dalam apa-apa bentuk dan cara sebagaimana yang difikirkannya sesuai, bagi maksud memberitahu anggota atau orang awam—

(a)

maklumat mengenai aktiviti dan operasinya yang dijalankan setiap tahun, termasuk akaun tahunannya yang telah diaudit;

(b)

maklumat mengenai keputusan pertikaian yang bersifat material termasuk alasan bagi keputusan itu, dengan syarat bahawa maklumat yang disiarkan itu tidak dengan apa-apa cara membolehkan identiti mana-mana pengadu yang layak atau anggota ditentukan daripadanya;

dan

(c)

senarai nama anggota dan apa-apa pindaan kepada senarai itu.

(2)

Walau apa pun subperaturan (1), pengendali skim hendaklah menyiarkan apa-apa dokumen atau maklumat lain dalam apa-apa bentuk dan cara dan dalam apa-apa tempoh masa sebagaimana yang ditentukan oleh Bank.

Kerahsiaan

Seksyen 8

Tiada seorang pun, termasuk ahli lembaga pengarah dan pegawai pengendali skim, termasuk ombudsman, yang mempunyai akses kepada apa-apa dokumen atau maklumat yang berhubungan dengan apa-apa pertikaian yang dirujuk kepada

Skim Ombudsman Kewangan, boleh mendedahkan dokumen atau maklumat itu kepada mana-mana orang melainkan—

(a)

dengan kebenaran pengadu yang layak atau anggota, mengikut mana-mana yang berkenaan; atau

(b)

jika dikehendaki atau dibenarkan untuk berbuat demikian di bawah

Peraturan-Peraturan ini atau mana-mana undang-undang bertulis lain, atau oleh mana-mana mahkamah.

Arahan kepada pengendali skim

Seksyen 9

(1)

Bank boleh memberi apa-apa arahan secara bertulis kepada pengendali skim, sama ada secara am atau khusus, sekiranya Bank berpendapat adalah perlu bagi—

(a)

memastikan bahawa Skim Ombudsman Kewangan dikendalikan mengikut prinsip kebebasan, keadilan dan kesaksamaan, kemudahaksesan, kebertanggungjawaban, ketelusan dan keberkesanan;

(b)

memastikan keberkesanan pentadbiran dan penguatkuasaan

Peraturan-Peraturan ini; atau

(c)

memastikan pematuhan kepada apa-apa kehendak, syarat atau sekatan yang dikenakan oleh Bank ke atas pengendali skim menurut Akta atau

Peraturan-Peraturan ini.

(2)

Pengendali skim hendaklah mematuhi arahan yang dikeluarkan di bawah subperaturan (1).

Kerjasama dengan badan penyelesaian pertikaian lain

Seksyen 10

(2)

Bagi maksud subperaturan (1), pendedahan apa-apa dokumen atau maklumat yang bersifat rahsia kepada badan penyelesaian pertikaian lain adalah tertakluk kepada peraturan 8.

Award

Seksyen 11

(2)

Award yang diberikan boleh termasuk—

(a)

suatu award monetari dalam apa-apa amaun sebagaimana yang ombudsman berpendapat adalah pampasan yang adil bagi apa-apa kerugian tertakluk kepada had monetari sebagaimana yang dinyatakan dalam Jadual;

(b)

suatu arahan yang menghendaki anggota untuk mengambil langkah-langkah tertentu berhubung dengan suatu pertikaian sebagaimana yang ombudsman berpendapat adalah wajar;

(c)

suatu arahan yang menghendaki anggota membayar balik kos sebenar yang ditanggung oleh pengadu yang layak berhubung dengan suatu pertikaian, tertakluk kepada had sebagaimana yang dinyatakan dalam terma rujukan; atau

(d)

apa-apa perkara lain sebagaimana yang diputuskan oleh ombudsman tertakluk kepada terma rujukan.

(3)

Bagi maksud subperaturan (1), apa-apa award monetari hendaklah didapatkan mengikut tatacara sebagaimana yang dinyatakan dalam terma rujukan.

(4)

Suatu pertikaian yang melibatkan tuntutan monetari yang melebihi had monetari sebagaimana yang dinyatakan dalam Jadual boleh dirujuk kepada

Skim Ombudsman Kewangan sekiranya pengendali skim, pengadu yang layak dan anggota yang terlibat dalam pertikaian itu bersetuju—

(a)

untuk merujuk pertikaian itu kepada Skim Ombudsman Kewangan; dan

(b)

bahawa award monetari boleh melebihi had monetari sebagaimana yang dinyatakan dalam Jadual.

Jadual

JADUAL

[Peraturan 11]

HAD MONETARI

Bil.

Jenis pertikaian

Had monetari 1.

Suatu pertikaian yang melibatkan perkhidmatan atau produk kewangan yang dibangunkan, ditawarkan atau dipasarkan, oleh anggota atau oleh anggota bagi atau bagi pihak orang lain, selain pertikaian di bawah perenggan 2.

RM250,000.00 2.

Suatu pertikaian mengenai transaksi tanpa kebenaran melalui penggunaan suatu instrumen pembayaran yang ditetapkan di bawah Akta Perkhidmatan

Kewangan 2013 [Akta 758], instrumen pembayaran Islam yang ditetapkan di bawah Akta Perkhidmatan Kewangan

Islam 2013 [Akta 759] atau saluran pembayaran seperti perbankan melalui

Internet, perbankan bergerak, perbankan melalui telefon atau mesin juruwang automatik (ATM).

RM25,000.00

Dibuat 27 Januari 2016

[BNM/JUN/1125/40/11; PN(PU2)625/II]

DATO’ SERI AHMAD HUSNI BIN MOHAMAD HANADZLAH

Menteri Kewangan Kedua

DEVELOPMENT FINANCIAL INSTITUTIONS ACT 2002

DEVELOPMENT FINANCIAL INSTITUTIONS

(FINANCIAL OMBUDSMAN SCHEME) REGULATIONS 2016

IN exercise of the powers conferred by section 123

of the Development Financial Institutions Act 2002 [Act 618], the Minister, on the recommendation of the Bank, makes the following regulations:

Citation and commencement 1.

(1)

These regulations may be cited as the Development Financial Institutions

(Financial Ombudsman Scheme) Regulations 2016.

(2)

These Regulations come into operation on 31 January 2016.

Interpretation 2.

In these Regulations—

“member” means a member of the Financial Ombudsman Scheme as specified in subregulation 3(1);

“ombudsman” means an officer of the scheme operator appointed by the board of directors of the scheme operator to adjudicate disputes referred to the Financial Ombudsman Scheme;

“scheme operator”

means a company registered under the Companies Act 1965 [Act 125] which operates the Financial Ombudsman Scheme;

“dispute” means a dispute between an eligible complainant and a member in respect of financial services or products which may be referred to the Financial Ombudsman Scheme as set out in the terms of reference;

“terms of reference” means the terms of reference of the Financial Ombudsman

Scheme approved under regulation 4.

Members of Financial Ombudsman Scheme 3.

(1)

A prescribed institution providing or having provided financial services or products to any person—

(a)

for personal, domestic or household purposes; or

(b)

in connection with a small business as may be specified by the Bank under section 42C of the Act, shall be a member of the Financial Ombudsman Scheme.

(2)

Membership shall commence on such date as may be specified by the Bank.

(3)

A member shall, at all times, comply with the terms of membership of the

Financial Ombudsman Scheme as set out in the terms of reference.

Terms of reference of Financial Ombudsman Scheme 4.

(1)

The terms of reference of the Financial Ombudsman Scheme shall be subject to the approval of the Bank.

(2)

For the purposes of these Regulations, the content of the terms of reference shall include—

(a)

the terms of membership of the Financial Ombudsman Scheme including—

(i)

the procedures for membership, including the circumstances in which a membership ceases;

(ii)

the subscription fee and other fees or charges payable by a member or any class of members, including the different fees chargeable to different classes of members;

(iii)

the procedures and time period for a member to provide such documents and information as required for the purposes of resolving a dispute referred to the Financial

Ombudsman Scheme;

(iv)

the procedures and time period for a member to comply with any award granted under the Financial Ombudsman

Scheme; and

(v)

the procedures for ensuring compliance to the terms of membership if there is any breach of the terms of membership;

(b)

the types of disputes which may be referred to the Financial

Ombudsman Scheme;

(c)

the category of eligible complainants;

(d)

the types of awards that may be granted with respect to a dispute;

(e)

the procedures and time period for a dispute to be referred to the Financial Ombudsman Scheme;

(f)

the circumstances under which a dispute may be refused or dismissed;

(g)

the circumstances and time period for mediation or adjudication of a dispute under the Financial Ombudsman Scheme; and

(h)

the procedures to ensure that the eligible complainant and the member comply at all times with the duty of confidentiality as provided under regulation 8.

(3)

The scheme operator shall operate the Financial Ombudsman Scheme in accordance with the approved terms of reference.

(4)

No amendment to the approved terms of reference shall be made without—

(a)

prior consultation with the members; and

(b)

the prior written approval of the Bank.

(5)

The scheme operator shall publish the approved terms of reference and any amendments to such approved terms of reference on the scheme operators’s website or in such other form and manner as the Bank may specify.

Duty to notify Bank 5.

(1)

The scheme operator shall immediately notify the Bank—

(a)

of any matter that may affect its ability to carry out its functions and duties effectively under any provision of the Act, these Regulations, its constituent documents or the terms of reference; and

(b)

if a member—

(i)

fails to comply with the terms of membership of the Financial

Ombudsman Scheme, including failure to pay any fee or charge payable by the member under the terms of membership; or

(ii)

fails to comply with subsection 42E(2) of the Act.

Duty to submit report to Bank 6.

(1)

The scheme operator shall, within three months after the end of each of its financial year, submit to the Bank a report on its activities and operations carried out during that financial year.

(2)

The report referred to in subregulation (1) shall include—

(a)

the number of disputes referred to the Financial Ombudsman Scheme;

(b)

the description of the types of disputes referred and the awards granted;

(c)

the audited annual accounts of the scheme operator; and

(d)

any other documents or information as may be required by the Bank.

(3)

The scheme operator shall, as soon as practicable, report to the Bank—

(a)

any matter which may be systemic in nature arising from the operation of the Financial Ombudsman Scheme; and

(b)

if the scheme operator has reasonable cause to believe that any member is involved in any serious misconduct.

Publication of information 7.

(1)

The scheme operator shall, as soon as practicable, publish in any form and manner as it thinks appropriate, for the purpose of keeping the members and public informed—

(a)

information on the activities and operations carried out each year, including its audited annual accounts;

(b)

information on decisions of the dispute that are material in nature including grounds for such decision, provided that the information published does not in any manner enable the identity of any eligible complainant or member to be ascertained from it; and

(c)

a list of the names of the members and any amendment to such list.

(2)

Notwithstanding subregulation (1), the scheme operator shall publish such other documents or information in such form and manner and within such period of time as the Bank may specify.

Confidentiality 8.

No person, including the members of the board of directors and officers of the scheme operator, including the ombudsman, who has access to any document or information relating to any dispute referred to the Financial Ombudsman Scheme, shall disclose such document or information to any person unless—

(a)

with the consent of the eligible complainant or member, as the case may be;

(b)

if required or permitted to do so under these Regulations or any other written law, or by any court.

Directions to scheme operator 9.

(1)

The Bank may give any direction in writing to the scheme operator, whether of a general or specific nature, if the Bank considers necessary for—

(a)

ensuring that the Financial Ombudsman Scheme is operated in accordance with the principles of independence, fairness and impartiality, accessibility, accountability, transparency and effectiveness;

(b)

ensuring the effective administration and enforcement of these

Regulations; or

(c)

ensuring compliance with any requirement, condition or restriction imposed by the Bank on the scheme operator pursuant to the Act or these Regulations.

(2)

The scheme operator shall comply with the directions issued under subregulation (1).

Co-operation with other dispute resolution bodies

10. (1)

For the purpose of discharging its functions and duties under these

Regulations, the scheme operator may, as it considers necessary for the purpose of resolution of a dispute, enter into arrangements to co-operate with any other dispute resolution body, including to obtain or share any document or information with such dispute resolution body.

(2)

For the purposes of subregulation (1), the disclosure of any documents or information of a confidential nature to other dispute resolution bodies is subject to regulation 8.

Award

11. (1)

Any award granted under the Financial Ombudsman Scheme and accepted by the eligible complainant shall be binding on the member.

(2)

The award granted may include —

(a)

a monetary award of such amount as the ombudsman considers fair compensation for any loss subject to the monetary limit as set out in the Schedule;

(b)

a direction that requires the member to take certain steps in relation to a dispute as the ombudsman considers appropriate;

(c)

a direction that requires the member to repay the actual cost incurred by the eligible complainant in relation to a dispute, subject to the limit as set out in the terms of reference; or

(d)

such other matters as determined by the ombudsman subject to the terms of reference.

(3)

For the purposes of subregulation (1), any monetary award shall be recovered in accordance with the procedures as set out in the terms of reference.

(4)

A dispute which involves a monetary claim exceeding the monetary limit as set out in the Schedule may be referred to the Financial Ombudsman Scheme if the scheme operator, the eligible complainant and the member involved in the dispute agree—

(a)

to refer such dispute to the Financial Ombudsman Scheme; and

(b)

that the monetary award may exceed the monetary limit as set out in the Schedule.

Jadual

[Regulation 11]

MONETARY LIMIT

No.

Type of dispute

Monetary limit 1.

A dispute involving financial services or products developed, offered or marketed, by a member or by a member for or on behalf of another person, other than a dispute under paragraph 2.

RM250,000.00 2.

A dispute on an unauthorized transaction through the use of a designated payment instrument under the Financial Services Act 2013

[Act 758], a designated Islamic payment instrument under the

Islamic Financial Services Act 2013

[Act 759] or a payment channel such

RM25,000.00

No.

Type of dispute

Monetary limit as Internet banking, mobile banking, telephone banking or automatic teller machine (ATM).

Made 27 January 2016

[BNM/JUN/1125/40/11; PN(PU2) 625(II)]

DATO’ SERI AHMAD HUSNI BIN MOHAMAD HANADZLAH

Second Minister of Finance

Common questions

What is PERATURAN-PERATURAN INSTITUSI KEWANGAN PEMBANGUNAN (SKIM OMBUDSMAN KEWANGAN) 2016?: PERATURAN-PERATURAN INSTITUSI KEWANGAN PEMBANGUNAN (SKIM OMBUDSMAN KEWANGAN) 2016 is Malaysia P.U. (A), cited as P.U. (A) 16 2016, currently marked in force and first recorded in 2016.
Is PERATURAN-PERATURAN INSTITUSI KEWANGAN PEMBANGUNAN (SKIM OMBUDSMAN KEWANGAN) 2016 still in force?: Yes — PERATURAN-PERATURAN INSTITUSI KEWANGAN PEMBANGUNAN (SKIM OMBUDSMAN KEWANGAN) 2016 is currently in force.
When did PERATURAN-PERATURAN INSTITUSI KEWANGAN PEMBANGUNAN (SKIM OMBUDSMAN KEWANGAN) 2016 take effect?: PERATURAN-PERATURAN INSTITUSI KEWANGAN PEMBANGUNAN (SKIM OMBUDSMAN KEWANGAN) 2016 was first recorded in 2016.
How many sections does PERATURAN-PERATURAN INSTITUSI KEWANGAN PEMBANGUNAN (SKIM OMBUDSMAN KEWANGAN) 2016 have?: PERATURAN-PERATURAN INSTITUSI KEWANGAN PEMBANGUNAN (SKIM OMBUDSMAN KEWANGAN) 2016 contains 11 sections.
Where can I read the official version of PERATURAN-PERATURAN INSTITUSI KEWANGAN PEMBANGUNAN (SKIM OMBUDSMAN KEWANGAN) 2016?: The official text of PERATURAN-PERATURAN INSTITUSI KEWANGAN PEMBANGUNAN (SKIM OMBUDSMAN KEWANGAN) 2016 is published at lom.agc.gov.my.