To promote fair dealing by financial institutions when they conduct business with their customers, Monetary Authority of Singapore sets out five key fair dealing outcomes and explain why each outcome is important. The regulatory guidance applies to the selection, marketing and distribution of investment products and the provision of advice for these products.

• Know that it is the responsibilities of the board and senior management in delivering the five fair outcomes to the customers
• Understand the best practices for selecting, marketing and distributing investment products and the provision of advice for these products
• Know the responsibilities for after-sales services and complaints handling
• Understanding the five key fair dealing outcomes

Module 1: What Brings the Need for Fair Dealing?

• Global Fair Dealing Concern

Module 2: Responsibilities of the Board and Senior Management

• Regulator’s Expectations
• Board’s Role

Module 3: Key Fair Dealing Outcomes

Module 4: Corporate Culture Impacts Customer Confidence

• Outcome 1: Customers Have Confidence that They Deal with Financial Institutions Where Fair Dealing is Central to the Corporate Culture

Module 5: Best Practices for Selecting, Marketing, and Distributing Investment Products and the Provision of These Products

• Outcome 2: Financial Institutions Offer Products and Services That are Suitable for Their Target Customer Segments
• Outcome 3: Financial Institutions have Competent Representatives Who Provide Customers with Quality Advice and Appropriate Recommendations
• Outcome 4: Customers Receive Clear, Relevant and Timely Information to Make Informed Financial Decisions

Module 6: Responsibilities for After-Sales Services and Complaints Handling

• Outcome 5: Financial Institutions Handle Customer Complaints in an Independent, Effective and Prompt Manner

Assessment