On September 24, JBA concluded the agreement on “Strengthening its support for resolving complaints/disputes.” This agreement was made in conjunction with the Mediation Committee, the support organization for dispute resolution which started operations on October 1. The aim is to strengthen support for resolving complaints/disputes and facilitate use of the support system for dispute resolution. The following is an outline of the agreement.
- Strengthening financial alternative dispute resolution (ADR) is a means to enhance customer confidence in banks. The banking industry has taken the step to provide a fair and neutral dispute resolution vehicle that can provide prompt and transparent dispute resolution, and has established measures to ensure its effectiveness for customers. Member banks are committed to endeavoring to listen earnestly to the voices of customers and to prevent troubles from occurring.
- Member banks engaged in transactions of derivatives and specified deposits, etc. shall agree to becoming the “target business operators” of JBA as a certified investor protection organization, unless reasonable reasons for not doing so exist.
- When the resolution of a complaint forwarded to each bank or consumer relations office appears difficult, the member bank shall refer the subject to the Mediation Committee with the consent of the customer, and endeavor to promptly resolve the complaints in accordance with the mediation proposals. When a customer wants to utilize the Mediation Committee, etc., priority should be given to using the support organization for the dispute resolution that the customer wants to make use of.
- Member banks shall observe the “Rules for Facilitating Complaint Resolution and Mediation,” and sincerely handle the claims to resolve them smoothly.
- JBA shall proactively conduct public relations by means of leaflets and posters concerning consumer relations offices and the Mediation Committee.