{"id":7466,"date":"2025-05-02T02:04:04","date_gmt":"2025-05-02T02:04:04","guid":{"rendered":"https:\/\/fmos.org.my\/?page_id=7466"},"modified":"2025-05-02T02:18:46","modified_gmt":"2025-05-02T02:18:46","slug":"members-faq","status":"publish","type":"page","link":"https:\/\/www.fmos.org.my\/en\/members-faq\/","title":{"rendered":"Members\u2019 FAQ"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"7466\" class=\"elementor elementor-7466\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2ab6923a e-flex e-con-boxed e-con e-parent\" data-id=\"2ab6923a\" 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-56981aae e-flex e-con-boxed e-con e-child\" data-id=\"56981aae\" 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-78bfe9b 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=\"78bfe9b\" 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\">FAQ<\/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-f964c61 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f964c61\" 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-c660262\" data-id=\"c660262\" 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-956afb5 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"956afb5\" 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-ded27b1\" data-id=\"ded27b1\" 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-364988f elementor-nav-menu--dropdown-tablet elementor-nav-menu__text-align-aside elementor-nav-menu--toggle elementor-nav-menu--burger elementor-widget elementor-widget-nav-menu\" data-id=\"364988f\" data-element_type=\"widget\" data-settings=\"{&quot;layout&quot;:&quot;vertical&quot;,&quot;submenu_icon&quot;:{&quot;value&quot;:&quot;&lt;svg class=\\&quot;e-font-icon-svg e-fas-caret-down\\&quot; viewBox=\\&quot;0 0 320 512\\&quot; xmlns=\\&quot;http:\\\/\\\/www.w3.org\\\/2000\\\/svg\\&quot;&gt;&lt;path d=\\&quot;M31.3 192h257.3c17.8 0 26.7 21.5 14.1 34.1L174.1 354.8c-7.8 7.8-20.5 7.8-28.3 0L17.2 226.1C4.6 213.5 13.5 192 31.3 192z\\&quot;&gt;&lt;\\\/path&gt;&lt;\\\/svg&gt;&quot;,&quot;library&quot;:&quot;fa-solid&quot;},&quot;toggle&quot;:&quot;burger&quot;}\" data-widget_type=\"nav-menu.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<nav aria-label=\"Menu\" class=\"elementor-nav-menu--main elementor-nav-menu__container elementor-nav-menu--layout-vertical e--pointer-background e--animation-fade\">\n\t\t\t\t<ul id=\"menu-1-364988f\" class=\"elementor-nav-menu sm-vertical\"><li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-7489\"><a href=\"https:\/\/www.fmos.org.my\/en\/members-portal\/\" class=\"elementor-item\">Members Portal<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-7488\"><a href=\"https:\/\/www.fmos.org.my\/en\/members-faq\/\" class=\"elementor-item\">Members\u2019 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-2-364988f\" class=\"elementor-nav-menu sm-vertical\"><li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-7489\"><a href=\"https:\/\/www.fmos.org.my\/en\/members-portal\/\" class=\"elementor-item\" tabindex=\"-1\">Members Portal<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-7488\"><a href=\"https:\/\/www.fmos.org.my\/en\/members-faq\/\" class=\"elementor-item\" tabindex=\"-1\">Members\u2019 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-fce73c2\" data-id=\"fce73c2\" 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-d70ace3 e-con-full e-flex e-con e-child\" data-id=\"d70ace3\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-621125f elementor-widget elementor-widget-text-editor\" data-id=\"621125f\" 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\t<p>The portal is a platform for FMOS to connect with its Members by sharing important information and updates. This portal also serves as a central archive for general communication for easy access and reference.<\/p>\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-b0765c1 elementor-widget elementor-widget-elementskit-accordion\" data-id=\"b0765c1\" data-element_type=\"widget\" data-widget_type=\"elementskit-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" >\n        <div class=\"elementskit-accordion accoedion-primary\" id=\"accordion-6a132b8a271a0\">\n\n            \n                <div class=\"elementskit-card active\">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-0-b0765c1\">\n                        <a href=\"#collapse-578f3c46a132b8a271a0\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-578f3c46a132b8a271a0\" aria-expanded=\"true\" aria-controls=\"Collapse-578f3c46a132b8a271a0\">\n                            \n                            <span class=\"ekit-accordion-title\">When should I refer my clients to FMOS?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-578f3c46a132b8a271a0\" class=\" show collapse\" aria-labelledby=\"primaryHeading-0-b0765c1\" data-parent=\"#accordion-6a132b8a271a0\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>You must direct your clients to FMOS for matters within its jurisdiction.<\/p><p>In your final decision letter, you must inform your clients that if they find the complaint outcome unsatisfactory, they may file a dispute with FMOS. A final decision by a Member must be issued in writing to the client through a letter or an email.<\/p><p>Your final response letter must include:<\/p><ul><li>A clear statement that the letter is your final decision.<\/li><li>Availability of FMOS as an alternative dispute resolution channel, including the contact details of FMOS.<\/li><li>The six (6) months from the date of receipt of the Member\u2019s final decision, if they are not satisfied with your final reply.<\/li><li>The FMOS brochure must be attached to the final decision letter or email.<\/li><\/ul><p><strong><b>\u00a0<\/b><\/strong><\/p><p>Please refer to FMOS\u2019 Rules to learn more.<\/p>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-1-b0765c1\">\n                        <a href=\"#collapse-6cb75f16a132b8a271a0\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-6cb75f16a132b8a271a0\" aria-expanded=\"false\" aria-controls=\"Collapse-6cb75f16a132b8a271a0\">\n                            \n                            <span class=\"ekit-accordion-title\">Are we required to display FMOS brochures and posters at our premises?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-6cb75f16a132b8a271a0\" class=\" collapse\" aria-labelledby=\"primaryHeading-1-b0765c1\" data-parent=\"#accordion-6a132b8a271a0\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>Members with physical premises must display the new FMOS brochures and posters in hard copy or digital format. For those without physical premises, the FMOS brochures and posters must be made available digitally on their website.<\/p><p>Please note that FMOS will not distribute printed copies to Members. Instead, multilingual digital and printable brochures are available on the FMOS website.<\/p><p>Members must also provide essential information about their complaint-handling access points at their premises, both physically and digitally. This includes details on complaint channels and processes, as well as the necessary steps consumers or investors should take if dissatisfied.<\/p><p>Additionally, Members are to take proactive measures to minimise technological, physical, or informational barriers that may hinder vulnerable consumers from accessing vital information about FMOS.<\/p>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-2-b0765c1\">\n                        <a href=\"#collapse-bbf85006a132b8a271a0\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-bbf85006a132b8a271a0\" aria-expanded=\"false\" aria-controls=\"Collapse-bbf85006a132b8a271a0\">\n                            \n                            <span class=\"ekit-accordion-title\">What fees must Members pay under the new levy and case fee structures?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-bbf85006a132b8a271a0\" class=\" collapse\" aria-labelledby=\"primaryHeading-2-b0765c1\" data-parent=\"#accordion-6a132b8a271a0\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <div class=\"table-wrapper\"><p>To maintain FMOS\u2019 operations, FMOS may, subject to the Board\u2019s discretion, collect the following fees from the Members:The Member shall pay the case fees of RM1,500 within 14 days upon registration of the dispute by FMOS. The fees are only applicable if the dispute falls within its jurisdiction.If the case proceeds to Adjudication, the Member shall pay a case fee of RM5,000 within 14 days of referring the dispute to the Ombudsman.Members shall remit payment to the FMOS\u2019 current account. Once payment is made, kindly email the payment\/remittance advice (with invoice no) for our record at <a href=\"mailto:finance@fmos.org.my\">finance@fmos.org.my<\/a>Under the revised levy structure, all Members are required to pay an annual levy based on their categories. The Regulators have communicated this to their respective Members.<\/p><table><!-- your table content here --><tbody><tr><td><strong><b>\u00a0<\/b><\/strong><\/td><td><p><strong><b>Members licensed by BNM <\/b><\/strong><\/p><p><em><i>(Category 1) <\/i><\/em><\/p><\/td><td><p><strong><b>Members licensed by SC <\/b><\/strong><\/p><p><em><i>(Category 2) <\/i><\/em><\/p><\/td><td><strong><b>Eligible e-money and non-bank credit card issuers <\/b><\/strong><em><i>(Category 3) <\/i><\/em><\/td><td><p><strong><b>All other Members <\/b><\/strong><\/p><p><em><i>(Category 4) <\/i><\/em><\/p><\/td><\/tr><tr><td><p><strong><b>\u00a0<\/b><\/strong><\/p><p><strong><b>Category Definition <\/b><\/strong><\/p><\/td><td><p><strong><b>\u00a0<\/b><\/strong><\/p><p>1. Licensed banks and Islamic banks<\/p><p>2. Licensed insurers and takaful operators<\/p><p>3. Prescribed development financial institutions<\/p><\/td><td><p>Members<\/p><p>that are licensed by SC with annual revenues of more than RM50mil<\/p><\/td><td>Members that are eligible e-money issuers and non-bank credit card issuers (annual revenues more than RM50mil)<\/td><td>Remaining members that do not fall under Categories 1 to 3<\/td><\/tr><tr><td><p><strong><b>\u00a0<\/b><\/strong><\/p><p><strong><b>Annual Levy <\/b><\/strong><\/p><\/td><td>RM66,000<\/td><td>RM50,000<\/td><td>RM15,000<\/td><td>RM1,000<\/td><\/tr><\/tbody><\/table><\/div>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-3-b0765c1\">\n                        <a href=\"#collapse-4985f0c6a132b8a271a0\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-4985f0c6a132b8a271a0\" aria-expanded=\"false\" aria-controls=\"Collapse-4985f0c6a132b8a271a0\">\n                            \n                            <span class=\"ekit-accordion-title\">Can a client refer a dispute to FMOS after 6 months of receiving our final decision?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-4985f0c6a132b8a271a0\" class=\" collapse\" aria-labelledby=\"primaryHeading-3-b0765c1\" data-parent=\"#accordion-6a132b8a271a0\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>No. However, FMOS may exercise its discretion to accept a dispute that falls outside the time limit if you (the Member) do not object to FMOS accepting the dispute.<\/p><p>Or if exceptional circumstances warrant FMOS to accept such a complaint. These include, but are not limited to, situations where the client was certified by a registered medical practitioner as medically unfit at the material time.<\/p><p>Additionally, suppose the Member fails to inform the client of the deadline for filing a dispute at FMOS in their decision. In that case, the 6-month timeline will run from the date the Member\u2019s subsequent written communication informs the client of such timeline.<\/p><p>Where the Member fails to inform the client of such timeline in any of its communications, the client's filing of the complaint at FMOS is not subject to deadlines.<\/p>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-4-b0765c1\">\n                        <a href=\"#collapse-f6b46aa6a132b8a271a0\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-f6b46aa6a132b8a271a0\" aria-expanded=\"false\" aria-controls=\"Collapse-f6b46aa6a132b8a271a0\">\n                            \n                            <span class=\"ekit-accordion-title\">Can a client refer a dispute with a claim exceeding 250,000 to FMOS?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-f6b46aa6a132b8a271a0\" class=\" collapse\" aria-labelledby=\"primaryHeading-4-b0765c1\" data-parent=\"#accordion-6a132b8a271a0\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>FMOS accepts disputes related to direct financial losses that do not exceed RM250,000.\u00a0However, if the disputed amount exceeds RM250,000, we will seek the Member's agreement before registering the case.<\/p>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-5-b0765c1\">\n                        <a href=\"#collapse-94313e56a132b8a271a0\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-94313e56a132b8a271a0\" aria-expanded=\"false\" aria-controls=\"Collapse-94313e56a132b8a271a0\">\n                            \n                            <span class=\"ekit-accordion-title\">Does FMOS dismiss potentially fraudulent\/sham disputes?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-94313e56a132b8a271a0\" class=\" collapse\" aria-labelledby=\"primaryHeading-5-b0765c1\" data-parent=\"#accordion-6a132b8a271a0\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>Subject to approval of a panel consisting of the CEO and two Ombudsmen, the assigned Case Manager may refuse to consider or dismiss a dispute if:<\/p><ul><li>If the dispute is frivolous, vexatious, lacking in substance or clearly unsustainable; or<\/li><li>If the dispute relates to or has an element of fraud perpetrated by the complainant against the Member.<\/li><\/ul>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-6-b0765c1\">\n                        <a href=\"#collapse-432e0e46a132b8a271a0\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-432e0e46a132b8a271a0\" aria-expanded=\"false\" aria-controls=\"Collapse-432e0e46a132b8a271a0\">\n                            \n                            <span class=\"ekit-accordion-title\">Who should we send to represent us at the FMOS dispute resolution process?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-432e0e46a132b8a271a0\" class=\" collapse\" aria-labelledby=\"primaryHeading-6-b0765c1\" data-parent=\"#accordion-6a132b8a271a0\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>Please ensure that at least one of your representatives has full knowledge of the complaint, the evidence (documentary or otherwise) and has the authority\/mandate to negotiate and agree on the terms of settlement and enter into a settlement agreement on your behalf when they participate in FMOS\u2019 dispute resolution process.<\/p><p>Suppose the claim\/complaint is directed at any of your staff, representative, or agent. In that case, they should be present at the dispute resolution process to clarify the issues.<\/p><p>To ensure fairness to both parties, the member\u2019s legal counsel is not allowed to attend the process since the complainant is unrepresented.<\/p>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                                        <\/div>\n    <\/div>\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 FAQ The portal is a platform for FMOS to connect with its Members by sharing important information and updates. This portal also serves as a central archive for general communication for easy access and reference. When should I refer my clients to FMOS? You must direct your clients to FMOS for matters [&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-7466","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>Members\u2019 FAQ - FMOS<\/title>\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\/members-faq\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Members\u2019 FAQ - FMOS\" \/>\n<meta property=\"og:description\" content=\"Home Dispute Resolution FAQ The portal is a platform for FMOS to connect with its Members by sharing important information and updates. 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