我國金融消費爭議處理機制之研究

Reserch on the mechanism of handling financial consumption dispute in Taiwan

我國於2011年6月3日由立法院三讀通過金融消費者保護法，同年6月29日由總統公布，12月30日施行。金融消費者保護法制定之目的係為保護金融消費者權益，公平、合理、有效處理金融消費爭議事件，以增進金融消費者對市場之信心，並促進金融市場之健全發展。金融消費者保護法並規定：金融消費者就金融消費爭議事件應先向金融服務業提出申訴，金融服務業應於收受申訴之日起30日內為適當之處理，並將處理結果回覆提出申訴之金融消費者；金融消費者不接受處理結果者或金融服務業逾上述期限不為處理者，金融消費者得於收受處理結果或期限屆滿之日起60日內，向爭議處理機構申請評議；金融消費者向爭議處理機構提出申訴者，爭議處理機構之金融消費者服務部門應將該申訴移交金融服務業處理。當金融消費者所申請評議之案件符合法定申請評議之要件，金融爭議處理機構將試行調處；如調處無法成立，就會將案件送交評議委員會進行評議。案件進入評議委員會前，將先由3名以上之委員進行預審及出具審查意見報告，提交評議委員會審議後作成評議決定，倘若金融消費者不接受評議決定，尚可向法院提起訴訟尋求救濟。本文試圖介紹我國新制定之金融消費者保護法制度並與其他國家相關制度做比較。

The Legislative Yuan in Taiwan passed the Financial Consumer Protection Act ("Act") after three readings on 3 June, 2011, which was enacted by the President on 29 June, 2011, and took effect on 30 December, 2011. The government enacted this Act to resolve civil controversy between the financial costumers and the financial service providers. Traditionally, such controversy must be resolved by civil litigation through a long time and a lot of litigation expenses. This Act is specifically enacted to protect the interests of financial consumers, and to fairly, reasonably, and effectively handle financial consumer disputes, thereby reinforcing the confidence of financial consumers in markets and promoting the sound development of financial markets. Financial consumers shall deal with a financial consumer dispute by filing a complaint first with the Financial Ombudsman Institution (FOI). The FOI shall handle appropriately 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 FOI to institute an ombudsman case. When a financial consumer files a complaint with the FOI, the financial consumer contact division of the FOI shall refer the complaint to the financial services enterprise for a further handling. After a financial consumer applies to institute an ombudsman case, the FOI may seek to institute mediation proceedings. If mediation proceedings succeed, the dispute is resolved. If any party related tothe dispute does not agree to participate in mediation proceedings, or if mediation proceedings fail to achieve a resolution, the ombudsman committee needs to hear the ombudsman case. The chairperson of the ombudsman committee shall appoint at least three ombudsman committee members as pre-examiners to carry out an inspection and prepare an inspection opinion after the FOI entertains an application to institute an ombudsman case. The ombudsman committee shall take fair and reasonable account of all circumstances pertaining to the ombudsman case, and adopt an ombudsman decision supported by the consent of at least one-half of the ombudsman committee members present at an ombudsman committee meeting attended by at least one-half of all committee members. If the financial consumer does not accept the decision, he/she may make an appeal to a court. This thesis tries to introduce the Financial Consumer Protection Act in Taiwan and compare it with relevant acts taken effect at other countries.