Financial Consumer Protection Act Article 13

In order to handle financial consumer disputes fairly, reasonably, quickly, and effectively, thereby protecting the interests of financial consumers, an ombudsman body shall be established.Financial consumers shall deal with a financial consumer dispute by first filing a complaint with the financial services enterprise. The financial services enterprise shall appropriately handle the matter within 30 days of the day the complaint is received and shall inform the financial consumer that filed the complaint of its disposition. If the financial consumer does not accept the disposition or the financial services enterprise fails to handle the matter before the aforementioned time limit, the financial consumer may, within 60 days of either the day he receives notification of the disposition or the day the time limit expires, apply to the ombudsman body to institute an ombudsman case. When a financial consumer files a complaint with the ombudsman body, the financial consumer contact division of the ombudsman body shall refer the complaint to the financial services enterprise for handling.In addition to handling financial consumer disputes, the ombudsman body shall also conduct education and awareness programs for financial services enterprises and financial consumers to ensure that financial services enterprises and financial consumers all have a full and correct understanding of financial consumption principles as well as the rights and obligations that arise in connection with a financial consumption relationship, thereby effectively averting the occurrence of financial consumer disputes.In exchange for handling financial consumer disputes and the matters mentioned in the preceding paragraph, the ombudsman body may charge financial services enterprises annual fees and dispute handling service fees.Schedules for the annual fees and service fees mentioned in the preceding paragraph, and related requirements, shall be prescribed by the competent authority.