FMOS adopts a two-stage dispute resolution process comprising Case Management and Adjudication stages.
Initial vetting stage
At the initial vetting stage, we will assess whether the dispute lodged falls within FMOS’ jurisdiction. If eligible, the case will be registered within 14 days of receiving complete documents from both parties.
Stage 1: Case Management
The Case Manager works towards a mutual settlement between the disputing parties through mediation, negotiation or conciliation within 3 months of receipt of complete documents.
If a settlement is not reached, the case manager will issue a written Recommendation within 30 days.
If both parties accept the Case Manager’s Recommendation, the dispute is resolved.
Should either party reject the Recommendation, they can refer the matter to the Ombudsman for Adjudication within 30 days.
Stage 2: Adjudication
The Ombudsman will review the dispute independent of the findings by the Case Manager and issue a final Decision within 14 days of receiving the complete documents from both parties.
If the Complainant accepts the final Decision, the decision is binding on the Complainant and the Member.
If the Complainant rejects the Decision, there is no appeal, the FMOS Dispute Resolution process ends here, and the Complainant may pursue their rights through other means, e.g. court or arbitration.
Timeframe to resolve a complaint
FMOS aims to resolve your dispute within 3 to 6 months of receiving complete documents from all parties. Depending on the complexity of the dispute, this time frame may be extended.
