How does FMOS resolve your dispute?

FMOS adopts a two-stage dispute resolution process: Case Management and Adjudication.

  • Upon receiving your dispute, we will assess whether it falls within FMOS' jurisdiction. If it does not, we may direct your matter to the appropriate authorities, as we are unable to handle such matters.
  • If the dispute is within FMOS’ jurisdiction, your case will be registered and handled by a Case Manager who will facilitate a dialogue through negotiation, conciliation, and mediation to assist parties in working towards a mutually acceptable settlement.
  • If no settlement is reached, the Case Manager will issue a recommendation within 30 days from the date when the parties failed to reach an amicable settlement.
  • If both parties accept the Case Manager's recommendation, the dispute is resolved.
  • If either party or both parties reject the recommendation, they may refer the matter to be adjudicated by an Ombudsman within 30 days from the date of Recommendation.
  • The Ombudsman will review the dispute independently and issue a final decision within 14 days of receiving the complete documentation.
  • If you accept the Ombudsman’s final decision, the decision will be binding against you and the member. If you reject the final decision, you may pursue your rights through other means e.g. court or arbitration.