Our Approach To Dispute Resolution (with effect from 1 October 2016)

OFS endeavours to resolve complaints/disputes fairly and impartially.

If you have a complaint/dispute with the Member and is dissatisfied with the Members decision on receipt of the Member's response, or alternatively you have not heard from the Member after 60 days of your first complaint/dispute to the Member, you can file a complaint/dispute to the OFS through our first touchpoint, the Complaints Management Unit (CMU).

Complaints Management Unit (CMU)

  1. You can file a complaint/dispute either in writing or in person. On receipt of your complaint/dispute, the CMU will determine whether your complaint/dispute is within OFS’ jurisdiction. If  we find that your complaint/dispute is outside  OFS’ jurisdiction,  we will advise that  you to refer your matter to other available complaint/dispute resolution channels.
  2. If your complaint/dispute is within OFS’ jurisdiction, the case will be referred to a Case Manager who will assess your complaint/dispute and will attempt to resolve the complaint/dispute through negotiation, conciliation or mediation.

Case Management

  1. The Case Manager will  write to the Member to request for  information and/or documents  relating to the complaint/dispute which may assist them in their assessment of the complaint/dispute. The Case Manager may also write to you for further information and clarification on your complaint/dispute.
  2. Once the Case Manager receives the full documentation, the complaint/dispute will be assessed  based  on documents or information submitted by you and the Member.  Where necessary, the Case Manager may conduct a face-to-face meeting with you and the Member, separately or jointly to resolve the complaint/dispute.  Such meeting is neither mandatory nor a compulsory step in resolving a complaint/dispute. The Case Manager has the full discretion to decide on the most effective approach to resolve the complaint/dispute.
  3. The Case Manager endeavours to resolve complaints/disputes within 3 months from the date of receipt of full documents.
  4. If no resolution is achieved, the Case Manager will review the complaint/dispute and to issue a Recommendation within 30 days from the date you and the Member fails to reach a settlement. If either you or the Member is dissatisfied with the Recommendation, you or the Member can refer the matter to the Ombudsman for Adjudication within 30 days from the date of the Recommendation or by the date stipulated in the Recommendation, whichever is the later.

Adjudication

  1. The Ombudsman will adjudicate the complaint/dispute independent of the findings or the Recommendation made by the Case Manager and a final decision will be issued within 14 days from the date of receipt of full documents from you and the Member.
  2. The decision of the Ombudsman is final and its only binding on the Member if that decision is accepted by you (Complainant). You are  free to pursue your claim through any other means, including a legal process or arbitration if you choose not to accept the Ombudsman's final decision.