PROGRAMME OVERVIEW

2015

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LEARNING OBJECTIVES

At the end of the programme, participants will be able to: • Describe the importance of upholding business conduct and consumer

empowerment to sustain market confidence that supports the objectives of financial stability and inclusion.

• Identify the necessary institution arrangement to ensure robust consumer protection and empowerment regime.

• Identify the key measures and strategies to enhance the culture of fair and responsible dealings by Financial Service Providers (FSPs).

LEARNING METHODOLOGY

A blend of lectures, group discussions and case study, drawing from the international and Malaysian experience. Participants are expected to contribute actively from their own experiences during the programme.

TARGET AUDIENCE

The programme is targeted at middle to senior level officials involved in the development, implementation and enforcement of consumer protection, market conduct and financial education policies.

Programme Venue Training Room 2.3 – 2.4 Meeting Room 2.1 – 2.2 Level 2 Sasana Kijang Bank Negara Malaysia 2, Jalan Dato’ Onn 50480 Kuala Lumpur Tel: +60 (3) 9179 2888 Welcome Lunch (8 June) Conference Hall 2 Lower Ground 2

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Accommodation Venue Lanai Kijang Bank Negara Malaysia 2, Jalan Berjasa 50480 Kuala Lumpur Tel: +60 (3) 2618 2828

VENUE DETAILS

PROGRAMME AGENDA

2015

DAY 1: MONDAY, 8 JUNE 2015

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Welcoming Remarks 10:30-10:40

Alliance for Financial Inclusion Bank Negara Malaysia

Country Sharing & Expectation Setting 10:40-12:10

The session will provide participants an opportunity to learn about each other’s country/jurisdiction development. Mr. Mohamad Hasnul Zubir Bank Negara Malaysia Ms. Kathrin Meyer Frankfurt School of Finance and Management

Photography Session (Informal) 12:40-12:50

Welcome Lunch 12:50-13:50

15:00-19:00

Tour of Sasana Kijang & BNM Museum & Art Gallery 14:00-15:00

Kuala Lumpur Experience

Learning Roadmap & Administrative Announcements 12:10-12:40

This session will give an overview of the programme. In addition, participants will also be briefed about some logistics information. Mr. Mohamad Hasnul Zubir Ms. Sophia Teh Wee Cheng Bank Negara Malaysia

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Review & Reiterate 9:00-9:15

Session 1: Latest Developments on Consumer Empowerment and Market Conduct Regulation and Supervision

9:15-10:15

This session will highlight key issues that were discussed during the recent AFI Consumer Empowerment and Market Conduct Working Group meeting. Mr. Eliki Boletawa Alliance for Financial Inclusion

Tea break 10:15-10.30

DAY 2: TUESDAY, 9 JUNE 2015

Session 2: Emerging Consumer Risk in Digital Finance – Sharing of Experience from India and Tanzania

10:30-11:45

This session aims to share issues and strategies surrounding digital finance adopted by Microsave and Bank of Tanzania to manage risks in order to maintain market confidence. Mr. Mukesh Sadana MicroSave India Ms. Nangi Moses Massawe Bank of Tanzania Moderator: Mr. Eliki Boletawa Alliance for Financial Inclusion

DAY 2: TUESDAY, 9 JUNE 2015

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Lunch 12:15-13.15

11:45-12:15 Introduction to Case Study and Grouping of Participants

Mr. Eliki Boletawa Alliance for Financial Inclusion

Session 3: Country Highlight – Practices on Market Conduct and Consumer Protection for Financial Institutions in Armenia and Thailand

This session seeks to highlight practices to develop and enforce consumer protection policies, including challenges faced and latest innovations in Armenia and Thailand. Ms. Diana Bostanjyan Central Bank of Armenia Ms. Panida Mulphruk Bank of Thailand Moderator: Mr. Mohamad Hasnul Zubir Bank Negara Malaysia

Session 3: Consumer Empowerment through Financial Literacy and Financial Capability Initiatives

This session provides an overview of recent strategies and innovations adopted by policymakers to create awareness and educate consumers on financial services. Mr. Lyndwill Clarke Financial Services Board South Africa Ms. Catherine Kutsaira Reserve Bank of Malawi Moderator: Mr. Eliki Boletawa Alliance for Financial Inclusion

13:15-14:45

Tea Break 14:45-15:00

DAY 2: TUESDAY, 9 JUNE 2015

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Review & Wrap Up 16:15-17:00

Session 4: Innovations in Financial Literacy and Consumer Empowerment – Malaysian Experience

This session seeks to share with the participants various initiatives adopted in Malaysia to promote prudent financial management amongst consumers Ms. Nirmala Supramaniam Credit Counselling and Debt Management Agency

15:00-16:15

This session aims to highlight practices adopted by Bangladesh to regulate and supervise market conduct practices in non-bank institutions. Mr. Muhammad Shahidul Islam Microcredit Regulatory Authority Mr. Kazi Md. Shahidul Islam Bangladesh Bank Moderator: Mr. Mukesh Sadana MicroSave India

Session 4: Market Conduct Regulation and Supervision of Non-Bank Institutions in Bangladesh

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Session 5: Consumer Outreach – The Story Behind Bank Negara Malaysia's LINK and Regional Offices

9:15-10:45

This session will share with the participants the strategy adopted by Malaysia to have closer engagement with consumers and success stories from the initiatives undertaken through BNM’s LINK and Regional Offices. Ms. Arlina Ariff Bank Negara Malaysia

Review & Reiterate 9:00-9:15

DAY 3: WEDNESDAY, 10 JUNE 2015

Lunch 12:30-13:30

Session 6: A Consumer’s Perspective – In Search of Good Practices in Consumer Protection

11:00-12:30

This session will discuss the key concerns of consumers on market conduct and fair treatment in financial services industry. Dato’ Indrani Thuraisingham Consumers International Office for Asia & the Pacific

Tea Break 10:45-11.00

DAY 3: WEDNESDAY, 10 JUNE 2015

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Review & Wrap Up 16:45-17:30

Session 7: Group Exercise – Product Transparency & Disclosure 13:30-15:00

This session seeks to enable participants to discuss and share challenges and practices to improve disclosure and transparency of financial products to support informed decision-making by consumers. Mr. Eliki Boletawa Alliance for Financial Inclusion

Tea break 15:00-15:15

15:15-16:45

Session 8: Collaboration with Public and Private Institutions on Financial Education Practices – Malaysian Experience

This session seeks to highlight Malaysia’s strategic partnership with the relevant ministries, industry associations and financial service providers. Ms. Ooi See Eim Bank Negara Malaysia

Session 8: Institutional Arrangements and Supervisory Tools on Market Conduct Regulation and Supervision – Malaysian Experience

This session seeks to share the approaches and key considerations adopted by Bank Negara Malaysia in translating its consumer and market conduct mandate. Mr. Koh Kong Yong Ms. Lisa Soo Pei Yun Bank Negara Malaysia 1

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DAY 4 : THURSDAY, 11 JUNE 2015

Photography Session (Formal) 9:00-9:15

Tea Break 11:00-11:15

9:30-11:00

Session 9: Country Highlights – Redress Mechanisms and Alternative Dispute Resolution Approaches in Armenia, Brazil and Colombia

This session aims to highlight practices adopted in Armenia, Brazil and Colombia, as well as issues and challenges to support consumer protection. Ms. Sue Lewis Financial Services Consumer Panel United Kingdom

11:15-12:15

Session 10: Malaysia's Approach on Redress Mechanisms and Dispute Resolution

This session aims to highlight approaches adopted by the Financial Mediation Bureau to assist consumers to resolve financial disputes efficiently. Mr. Jeremy Lee Financial Mediation Bureau Malaysia

Session 11: Working Together in a Team 13:15-13:45

This session aims to strengthen group dynamics for effective collaboration during case study exercise. Ms. Kathrin Meyer Frankfurt School of Finance and Management

Lunch 12:15-13:15

Review & Reiterate 9:15-9:30

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DAY 4 : THURSDAY, 11 JUNE 2015

Tea Break 15:15-15:30

Session 12: Case Study on Financial Literacy

Group discussion Sue Lewis Financial Services Consumer Panel United Kingdom

13:45-15:15

Session 12: Case Study on Financial Literacy (continuation) 15:30-16:45

Group presentation Sue Lewis Financial Services Consumer Panel United Kingdom

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DAY 5: FRIDAY, 12 JUNE 2015

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Review & Reiterate 9:00-9:15

Session 13: Consumer Protection Regulation for Microfinance Institutions

9:15-10:15

This session aims to introduce the Model Law adopted by ACCION that serves as a template to help regulators build a complete legal regime for client protection or a guide for policymakers to address regulatory gaps in the microfinance industry. Ms. Mary Chaffin Ms. Jessica Cassel Center for Financial Inclusion at ACCION, US

Tea Break 10:15-10:30

Session 14: Global Initiatives to Address Household Indebtedness - How These Strategies Support the Business Conduct and Consumer Protection Mandate

10:30-11:30

This session aims to provide an overview of different practices adopted globally through business conduct and consumer protection policies to address the issue of high household indebtedness. Mr. Ivo Jenik The World Bank Group

Lunch 12:30-14:30

Closing Remarks 12:00-12:30

Mr. Eliki Boletawa Alliance for Financial Inclusion

Action Plan 11:30-12:00

PROGRAMME MANAGERS

2015

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CENTRAL BANKING SERVICES Programme Managers

Name : Mohamad Hasnul Zubir Office : +60 (3) 9179 2245 H/P : +60 (12) 373 9851 Email : mhasnulz@bnm.gov.my

Name : Sophia Teh Wee Cheng Office : +60 (3) 9179 2249 H/P : +60 (16) 203 3177 Email : sophia@bnm.gov.my