公平合理原則於金融消費評議制度所扮演之角色──以澳洲金融評議制度為核心

The Role of Principles of Fairness and Reasonableness in Financial Consumer Ombudsman Scheme - Focusing on the System of Financial Ombudsman Service in Australia

我國於2011 年訂立金融消費者保護法時，除了明文設立屬訴訟外紛爭解決機制之金融消費爭議處理機構外，並於該法第二十條引進公平合理原則，作為金融消費評議中心處理金融消費爭議案件之準則。公平合理原則源自於英美法中之衡平法，並非我國法制上之固有概念，為使金融消費評議中心於金融消費紛爭之處理上，能更為精確掌握公平合理原則並將之運用於評議案件及其補償，本文參酌如同我國亦設有金融消費爭議處理機構，且以公平合理原則作為案件評議與補償基礎之國家之一即澳洲，介紹並分析澳洲金融評議服務機構如何運用公平合理原則決定爭議案件是否應予以補償及補償的範圍等，並以澳洲金融消費評議服務機構之規定及運作為借鏡，提出相關之建議，以作為我國金融消費評議中心未來使用公平合理原則之參考。

In 2011, the Financial Consumer Protection Act was enacted, the provisions include the establishment of an ombudsman body and Article 20 that the Financial Ombudsman Institution should determine the decision of the cases based on principles of fairness and reasonableness. Principles of fairness and reasonable arose from the Law of Equity in Common Law System instead of the traditional legal concept in Taiwan, one of the Civil Law countries. In order that the principles of fairness and reasonableness can be realized by and applied to the financial consumer disputes by Financial Ombudsman Institution, the author studies the ombudsman system in Australia which is similar financial ombudsman body in Taiwan. The author introduces and analyzes how the Financial Ombudsman Service Australia applied the principles of fairness and reasonableness to financial disputes in determination of the merit, remedy and so forth of the claims. In conclusion, the author presents the suggestions for the use of principles to the financial consumer disputes to Financial Ombudsman Institution in the future with references to regulations and guidance of Financial Ombudsman Service Australia.