{"id":2397,"date":"2025-01-31T08:36:56","date_gmt":"2025-01-31T08:36:56","guid":{"rendered":"https:\/\/fmos.org.my\/?page_id=2397"},"modified":"2025-07-14T17:56:26","modified_gmt":"2025-07-14T09:56:26","slug":"dispute-resolution-process","status":"publish","type":"page","link":"https:\/\/www.fmos.org.my\/en\/dispute-resolution-process\/","title":{"rendered":"Dispute Resolution Process"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"2397\" class=\"elementor elementor-2397\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6f74844f e-flex e-con-boxed e-con e-parent\" data-id=\"6f74844f\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-5590ece0 e-flex e-con-boxed e-con e-child\" data-id=\"5590ece0\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b229784 elementor-icon-list--layout-inline elementor-align-left elementor-widget__width-inherit elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"b229784\" data-element_type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items elementor-inline-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\">\n\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Home<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"icon icon-minus\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Dispute Resolution<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"icon icon-minus\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Dispute Resolution Process<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-834d959 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"834d959\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-7a49f2c\" data-id=\"7a49f2c\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-eac6905 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"eac6905\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-3b7242b\" data-id=\"3b7242b\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9cf0040 elementor-nav-menu--dropdown-tablet elementor-nav-menu__text-align-aside elementor-nav-menu--toggle 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sm-vertical\"><li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-921\"><a href=\"https:\/\/www.fmos.org.my\/en\/who-can-file-a-dispute\/\" class=\"elementor-item\">Who Can File A Dispute<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-2340\"><a href=\"https:\/\/www.fmos.org.my\/en\/our-scope\/\" class=\"elementor-item\">Our Scope<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-2395\"><a href=\"https:\/\/www.fmos.org.my\/en\/how-to-file-a-dispute\/\" class=\"elementor-item\">How to File a Dispute<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-3635\"><a href=\"https:\/\/www.fmos.org.my\/en\/dispute-resolution-process\/\" class=\"elementor-item\">Dispute Resolution Process<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-2396\"><a href=\"https:\/\/www.fmos.org.my\/en\/faq\/\" class=\"elementor-item\">FAQ<\/a><\/li>\n<\/ul>\t\t\t<\/nav>\n\t\t\t\t\t<div class=\"elementor-menu-toggle\" role=\"button\" tabindex=\"0\" aria-label=\"Menu Toggle\" aria-expanded=\"false\">\n\t\t\t<svg aria-hidden=\"true\" role=\"presentation\" class=\"elementor-menu-toggle__icon--open e-font-icon-svg e-eicon-menu-bar\" viewBox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M104 333H896C929 333 958 304 958 271S929 208 896 208H104C71 208 42 237 42 271S71 333 104 333ZM104 583H896C929 583 958 554 958 521S929 458 896 458H104C71 458 42 487 42 521S71 583 104 583ZM104 833H896C929 833 958 804 958 771S929 708 896 708H104C71 708 42 737 42 771S71 833 104 833Z\"><\/path><\/svg><svg aria-hidden=\"true\" role=\"presentation\" class=\"elementor-menu-toggle__icon--close e-font-icon-svg e-eicon-close\" viewBox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M742 167L500 408 258 167C246 154 233 150 217 150 196 150 179 158 167 167 154 179 150 196 150 212 150 229 154 242 171 254L408 500 167 742C138 771 138 800 167 829 196 858 225 858 254 829L496 587 738 829C750 842 767 846 783 846 800 846 817 842 829 829 842 817 846 804 846 783 846 767 842 750 829 737L588 500 833 258C863 229 863 200 833 171 804 137 775 137 742 167Z\"><\/path><\/svg>\t\t<\/div>\n\t\t\t\t\t<nav class=\"elementor-nav-menu--dropdown elementor-nav-menu__container\" aria-hidden=\"true\">\n\t\t\t\t<ul id=\"menu-2-9cf0040\" class=\"elementor-nav-menu sm-vertical\"><li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-921\"><a href=\"https:\/\/www.fmos.org.my\/en\/who-can-file-a-dispute\/\" class=\"elementor-item\" tabindex=\"-1\">Who Can File A Dispute<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-2340\"><a href=\"https:\/\/www.fmos.org.my\/en\/our-scope\/\" class=\"elementor-item\" tabindex=\"-1\">Our Scope<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-2395\"><a href=\"https:\/\/www.fmos.org.my\/en\/how-to-file-a-dispute\/\" class=\"elementor-item\" tabindex=\"-1\">How to File a Dispute<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-3635\"><a href=\"https:\/\/www.fmos.org.my\/en\/dispute-resolution-process\/\" class=\"elementor-item\" tabindex=\"-1\">Dispute Resolution Process<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-2396\"><a href=\"https:\/\/www.fmos.org.my\/en\/faq\/\" class=\"elementor-item\" tabindex=\"-1\">FAQ<\/a><\/li>\n<\/ul>\t\t\t<\/nav>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-34fab41\" data-id=\"34fab41\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cad054b e-con-full e-flex e-con e-child\" data-id=\"cad054b\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-256e30a elementor-widget elementor-widget-text-editor\" data-id=\"256e30a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tFMOS adopts a two-stage dispute resolution process comprising <span style=\"color: #3347fe;\">Case Management<\/span> and <span style=\"color: #3347fe;\">Adjudication<\/span> stages.\n\n<h4><span style=\"color: #1f1454;\">Initial vetting stage<\/span><\/h4>\nAt the initial vetting stage, we will assess whether the dispute lodged falls within FMOS&#8217; jurisdiction. If eligible, the case will be registered within <span style=\"color: #3347fe;\">14 days<\/span> of receiving complete documents from both parties.\n\n<h5><strong style=\"color: #3347fe;\">Stage 1: Case Management<\/strong><\/h5>\n<ol>\n \t<li>The Case Manager works towards a <span style=\"color: #3347fe;\">mutual settlement<\/span> between the disputing parties through mediation, negotiation or conciliation within 3 months of receipt of complete documents.<\/li>\n \t<li>If a settlement is not reached, the case manager will issue a written <span style=\"color: #3347fe;\">Recommendation<\/span> within <span style=\"color: #3347fe;\">30 days.<\/span><\/li>\n \t<li>If both parties accept the Case Manager\u2019s Recommendation, the dispute is resolved.<\/li>\n \t<li>Should either party reject the Recommendation, they can refer the matter to the <span style=\"color: #3347fe;\">Ombudsman<\/span> for <span style=\"color: #3347fe;\">Adjudication<\/span> within <span style=\"color: #3347fe;\">30 days.<\/span><\/li>\n<\/ol>\n\n<h5><strong style=\"color: #3347fe;\">Stage 2: Adjudication<\/strong><\/h5>\n<ol>\n \t<li>The Ombudsman will review the dispute independent of the findings by the Case Manager and issue a final Decision within <span style=\"color: #3347fe;\">14 days<\/span> of receiving the complete documents from both parties.<\/li>\n \t<li>If the Complainant accepts the final Decision, the decision is binding on the Complainant and the Member.<\/li>\n \t<li>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.<\/li>\n<\/ol>\n\n<h4><span style=\"color: #1f1454;\">Timeframe to resolve a complaint<\/span><\/h4>\nFMOS aims to resolve your dispute within <span style=\"color: #3347fe;\">3 to 6 months<\/span> of receiving complete documents from all parties. Depending on the complexity of the dispute, this time frame may be extended.\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fd10451 elementor-widget elementor-widget-heading\" data-id=\"fd10451\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Dispute Resolution Process Flow<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-10420a0 elementor-widget__width-inherit elementor-widget elementor-widget-image\" data-id=\"10420a0\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/fmos.org.my\/wp-content\/uploads\/2025\/04\/FMOS-Process-Flow-01.jpg\" data-elementor-open-lightbox=\"yes\" data-elementor-lightbox-title=\"FMOS Process Flow-01\" data-e-action-hash=\"#elementor-action%3Aaction%3Dlightbox%26settings%3DeyJpZCI6Njg2OCwidXJsIjoiaHR0cHM6XC9cL3d3dy5mbW9zLm9yZy5teVwvd3AtY29udGVudFwvdXBsb2Fkc1wvMjAyNVwvMDRcL0ZNT1MtUHJvY2Vzcy1GbG93LTAxLmpwZyJ9\">\n\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"2000\" height=\"2000\" src=\"https:\/\/www.fmos.org.my\/wp-content\/uploads\/2025\/04\/FMOS-Process-Flow-01.jpg\" class=\"attachment-full size-full wp-image-6868\" alt=\"\" srcset=\"https:\/\/www.fmos.org.my\/wp-content\/uploads\/2025\/04\/FMOS-Process-Flow-01.jpg 2000w, https:\/\/www.fmos.org.my\/wp-content\/uploads\/2025\/04\/FMOS-Process-Flow-01-300x300.jpg 300w, https:\/\/www.fmos.org.my\/wp-content\/uploads\/2025\/04\/FMOS-Process-Flow-01-1024x1024.jpg 1024w, https:\/\/www.fmos.org.my\/wp-content\/uploads\/2025\/04\/FMOS-Process-Flow-01-150x150.jpg 150w, https:\/\/www.fmos.org.my\/wp-content\/uploads\/2025\/04\/FMOS-Process-Flow-01-768x768.jpg 768w, https:\/\/www.fmos.org.my\/wp-content\/uploads\/2025\/04\/FMOS-Process-Flow-01-1536x1536.jpg 1536w, https:\/\/www.fmos.org.my\/wp-content\/uploads\/2025\/04\/FMOS-Process-Flow-01-12x12.jpg 12w\" sizes=\"(max-width: 2000px) 100vw, 2000px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-26ba826 elementor-widget-mobile__width-initial elementor-hidden-desktop elementor-hidden-tablet elementor-hidden-mobile elementor-widget elementor-widget-image\" data-id=\"26ba826\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1245\" height=\"1493\" src=\"https:\/\/www.fmos.org.my\/wp-content\/uploads\/2025\/03\/FMOS-DR-Process-Chart.pdf-2.png\" class=\"attachment-full size-full wp-image-3954\" alt=\"\" srcset=\"https:\/\/www.fmos.org.my\/wp-content\/uploads\/2025\/03\/FMOS-DR-Process-Chart.pdf-2.png 1245w, https:\/\/www.fmos.org.my\/wp-content\/uploads\/2025\/03\/FMOS-DR-Process-Chart.pdf-2-250x300.png 250w, https:\/\/www.fmos.org.my\/wp-content\/uploads\/2025\/03\/FMOS-DR-Process-Chart.pdf-2-854x1024.png 854w, https:\/\/www.fmos.org.my\/wp-content\/uploads\/2025\/03\/FMOS-DR-Process-Chart.pdf-2-768x921.png 768w, https:\/\/www.fmos.org.my\/wp-content\/uploads\/2025\/03\/FMOS-DR-Process-Chart.pdf-2-10x12.png 10w\" sizes=\"(max-width: 1245px) 100vw, 1245px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Home Dispute Resolution Dispute Resolution Process 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&#8217; jurisdiction. If eligible, the case will be registered within 14 days of receiving complete documents from both parties. [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-2397","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>FMOS Dispute Resolution Process | FMOS Malaysia<\/title>\n<meta name=\"description\" content=\"Learn how FMOS resolves disputes in Malaysia through a two-stage process\u2014Case Management and Adjudication\u2014within 3 to 6 months.Start your resolution journey today by submitting complete documents.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.fmos.org.my\/en\/dispute-resolution-process\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta 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