Bank Negara Malaysia (BNM) and AFI will co-host the “Business Conduct and Consumer Protection” capacity building program in collaboration with the Consultative Group to Assist the Poor (CGAP) on 26-29 August 2013 at Sasana Kijang in Kuala Lumpur, Malaysia.

The program is targeted toward middle and senior level regulators primarily involved in the development, implementation and enforcement of consumer protection, market conduct and financial education policies. It will address the following areas:

• Broad framework and approach to consumer protection and ensuring fair business practices;
• Market conduct regulation, surveillance and enforcement to promote fair, responsible and professional conduct in addition to the role of industry and consumer association in fostering fair and responsible business conduct;
• Financial education as a means of empowering consumers with the knowledge, skills and tools to build, manage and protect their personal wealth;
• Methods of measuring the effectiveness of financial education initiatives; and
• Avenues of customer assistance, advisory and redress. This includes complaints management and customer service for the public, financial mediation services, credit counseling and debt management, and credit reporting as a measure for a more responsible credit and repayment culture.

Participants are expected to acquire a greater understanding of the importance of upholding business conduct and consumer empowerment to sustain market confidence to promote greater financial stability. Attendees will also learn about the institutional infrastructure necessary to ensure adequate consumer protection and financial education as a critical component of financial system development, as well as the main measures and strategies to enhance a culture of fair dealings by financial service providers.

Institutional nominations to attend the program can made by contacting Izza Ahmad via email at izzatuliffa@bnm.gov.my or Norlizah Mohamed Shariff at norliz@bnm.gov.my in BNM’s Central Banking Services department.