Financial Consumer Protection Act Article 23

Regulations governing the procedures by which the ombudsman body handles ombudsman cases, the time limit for completion of an ombudsman case, and other requirements shall be prescribed by the competent authority.After a financial consumer applies to institute an ombudsman case, the ombudsman body may seek to institute mediation proceedings; where any party to the dispute does not agree to participate in mediation proceedings, or if mediation proceedings fail to achieve a resolution, the ombudsman body shall continue hearing the ombudsman case.The procedures by which the ombudsman body handles mediation cases, qualification requirements for mediation personnel, recusal requirements, time limits for completion of mediation procedures, and other requirements shall be drafted by the ombudsman body and submitted to the competent authority for approval.Provisions pertaining to ombudsman cases in Article 15, paragraph 5 and Article 19, paragraph 2 apply mutatis mutandis to mediation procedures.Where a mediation procedure achieves a resolution, a mediation statement shall be prepared. The provisions of Article 28 and Article 30 apply mutatis mutandis to the preparation, service, approval, and validity of a mediation statement.A financial consumer who has previously taken part in a failed mediation or conciliation procedure in accordance with the provisions of another law may apply to institute an ombudsman case within 60 days of the date on which the mediation or conciliation procedure failed.