【国会发言】政务部长陈圣辉:金管局要求所有金融机构对顾客一视同仁

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2024年4月3日,新加坡贸工部兼文化、社区及青年部政务部长陈圣辉回答议员陈有明,有关数字化服务对年长者所带来的各种问题。

 

 

政务部长陈圣辉:金管局要求所有金融机构对顾客一视同仁

陈圣辉

贸工部政务部长

文化、社区及青年部政务部长

丹戎巴葛集选区议员

 

政务部长陈圣辉:金管局要求所有金融机构对顾客一视同仁

陈有明

裕廊集选区议员

以下内容为新加坡眼根据国会英文资料翻译整理:

陈有明医生询问总理:

(a)金融管理局(MAS)对中央托收公司(CDP)的监管范围以及其与个人客户的关系和义务有多深入;

(b)CDP客户中不熟悉数码产品的顾客,包括账户被冻结停的人士,可以通过什么途径获得协助;以及

(c)对于一些CDP客户年纪较大且不懂数码产品,金融管理局是否认为这些途径足够

 

贸工部政务部长 陈圣辉先生(代表总理):议长先生,CDP是根据2001年证券和期货法获得金融管理局(MAS)批准的持牌机构,作为一家批准的结算所和中央存管系统,提供证券清算、结算和存管服务。

 

MAS期望所有MAS持牌金融机构公平对待他们的客户,包括提供有效的支持和反馈渠道。

 

至少99%的CDP客户通过上网或电话接入服务。自2022年9月以来,对数码产品不熟悉的客户可以在CDP的SGX Vista大楼使用自助服务站,提交实体文件或寻求当面协助。他们还可以通过客户热线预约面谈。CDP服务代表还会特别关照那些使用数码产品存在困难的客户,提供优先协助或当面会议。

 

MAS期望CDP解决有关其非数字化客户支持的反馈,并密切监测其客户服务的表现。

 

议长先生:陈有明医生

 

裕廊区的陈有明医生:我感谢政务部长的回答。我代表我的金文泰居民有两个补充问题。首先,当MAS为CDP制定服务标准时,这些服务标准是否以零售银行提供给客户的服务为基准?

 

我们有金文泰居民,比如来自金文泰的Faber Hills的居民,他们年纪大,更喜欢面对面的交流,对于与CDP进行交易时是否能获得柜台服务还感到担忧。因此,第一个问题是,所规定的服务标准是否与零售银行有所不同,而像CDP这样的银行也有许多年纪较大且不太懂数码产品的老客户?

 

我的第二个问题是,是否向收到电子通知以提供信息以保持其账户开放的客户提供电话或纸质实体信函?

 

我之所以问这个问题,是因为我有一个金文泰居民,一位退休的股票经纪人,他的CDP交易账户因未使用在线系统更新个人资料而被暂停。我的居民表示他不懂电脑,也没有个人电脑。因此,政务部长能否确认在某人的交易账户因可能需要紧急访问该账户而被暂停之前,CDP的做法是否包括电话和纸质实体信函的联系?

 

陈圣辉先生:先生,我感谢陈有明医生的补充问题。陈有明医生一直非常热心地谈论CDP,他已经向我提出了许多这类案例,比如CDP账户开立和暂停,以及访问CDP数字服务的困难。陈有明医生和我一直在代表他的金文泰居民处理这些案件。

 

就这个特定案例而言,据我了解,这位长者提供了一个电子邮件地址,因此CDP提醒了这位长者更新个人资料;在账户暂停之前也进行了警告。我们已经处理了该案件,长者的客户账户已经恢复。就是这样。

 

至于他的第一个观点,我在早前的回答中提到,MAS期望所有MAS持牌金融机构公平对待客户——包括所有有效的支持和反馈渠道。这也包括CDP。

 

我还要赞扬一下陈有明医生多年来提出的许多建议。只是向他更新一些情况,由于MAS与CDP的接触,CDP已经对许多地方进行了改进,以提供更多面对面的渠道给那些不太懂数码产品的人士。

 

需要注意的一点是,至少99%的CDP客户通过数字化方式或电话接入其服务。这意味着绝大多数人都很懂数码产品。但是正如陈有明医生所知道的,政府的立场是我们不会完全数字化,但我们希望采取数字化优先的方式。因此,CDP多年来做出了一些不同的改进。

 

首先,CDP现在通过SGX Vista大楼提供面对面预约服务。其次,CDP现在提供与CDP服务代表的即时视频会议服务。CDP还在互联网和社交媒体上发布了用户指南和操作视频。SGX的网站上还有一个新的聊天机器人。话虽如此,CDP的客户服务始终存在改进的空间,特别是对于那些不太懂数码产品的人士。

 

我要向陈有明医生保证,MAS将继续与CDP保持接触,解决许多客户在用户服务中的不便之处,特别是与面对面预约和客户对账单相关的问题。

 

最后,如果有任何特定客户希望通过邮寄收到实体通知,他或她也可以提出请求,CDP将会满足。

 

 

政务部长陈圣辉:金管局要求所有金融机构对顾客一视同仁

以下是英文质询内容:

Dr Tan Wu Meng asked the Prime Minister (a) what is the extent of MAS’ regulatory oversight of the Central Depository Pte Ltd (CDP) and its relationships and obligations towards individual customers; (b) what avenues for assistance are available for CDP customers who are not digitally literate or savvy, including persons whose accounts have been suspended; and (c) whether MAS considers these avenues adequate in light of some CDP customers being of elderly age and not digitally literate.

The Minister of State for Trade and Industry (Mr Alvin Tan) (for the Prime Minister): Mr Speaker, Sir, the Central Depository Pte Ltd (CDP) is licensed by the Monetary Authority of Singapore (MAS) under the Securities and Futures Act 2001 (SFA), as an Approved Clearing House and a Central Depository System to provide securities clearing, settlement and depository services.

 MAS expects all MAS-licensed financial institutions to treat their customers fairly, including availing effective support and feedback channels.

 At least 99% of all CDP’s customers access its services digitally or over calls. Since September 2022, less digitally-savvy customers can access self-help booths at CDP’s SGX Vista premises to submit physical documents or seek in-person assistance. They also have the option to book an in-person appointment with CDP via its customer hotline. CDP service representatives also take additional care by offering priority assistance or in-person meetings to customers who have previously indicated difficulties accessing its digital services.

 MAS expects CDP to address feedback about the adequacy of its non-digital customer support and closely monitor the performance of its customer service.

Mr Speaker: Dr Tan.

Dr Tan Wu Meng (Jurong): I thank the Minister of State for his answer. I have got two supplementary questions on behalf of my Clementi residents. Firstly, when MAS sets the service standards for the CDP, are these service standards also benchmarked against what a retail bank might provide to its customers?

We have Clementi residents, such as those from Faber Hills in Clementi, who are elderly and prefer face-to-face interactions and are still quite worried about access to counter service when transacting with the CDP. So, the first question is, whether the standard of service prescribed is different compared to a retail bank which, like CDP, would have many legacy customers who are older and not so digitally-savvy?

My second question, pertains to whether or not the customers who are sent digital notices to provide information to keep their accounts open – do these customers also receive telephone calls or paper, physical letters if they do not respond?

I ask this because I have a Clementi resident, a retired stockbroker, his CDP trading account was suspended because he did not use the online system to update his particulars. My resident says he is not computer literate, does not own a personal computer. So, can the Minister of State confirm whether CDP’s practices include telephone and paper physical letter outreach before someone’s trading account is suspended, due to potential implications if they need to access that account urgently at a future date?

Mr Alvin Tan: Sir, I thank Dr Tan Wu Meng for his supplementary questions. Dr Tan Wu Meng has been speaking very passionately about CDP and he has raised many of these discrete cases with me, such as the ones on CDP account openings and suspensions, as well as access to CDP digital services. Both Dr Tan and I have been working on these cases on behalf of his Clementi residents.

On the specific case in point, from what I understand, the particular senior had provided an email address and therefore CDP had reminded the senior to update his particulars; and there was prior warning before account suspension. We have been dealing with that case and the senior’s customer account has been restored. So, that is for that.

On his first point, I had mentioned in my earlier reply that MAS expects all MAS-licensed financial institutions to treat customers fairly – including all of the effective support and feedback channels. That includes CDP.

I also want to commend the Member on many of his suggestions over the years. Just to update him on a few aspects, in which there have been enhancements to CDP as a result of MAS engagements with CDP to avail more in-person channels to those that are less digitally-literate.

One point to note is that at least 99% of all CDP customers access its services digitally or over calls. So, that means that a vast majority are digitally-savvy. But as the Member knows, the Government’s position is that we are not going to be digital-only but, we want to adopt a digital-first approach. Therefore, CDP has made a couple of different enhancements over the years.

First, CDP now grants in-person appointments via the SGX Vista premises. Second, CDP now provides instant video conferencing services with CDP service representatives. CDP has also published user guides and instructional videos on the Internet and social media. There is also a new chatbot on SGX’s website. That said, there are always scope for improvements to CDP’s customer journey, including and particularly, for those that are less digitally-savvy.

I want to assure Dr Tan that MAS continues to engage CDP, to address many of the customers’ pain points across the user journey, particularly relating to those in in-person appointments and customer statements.

So, finally, if any particular customer wants a physical notice by post, he or she can also make that request and CDP will accede to it.

 

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政务部长陈圣辉:金管局要求所有金融机构对顾客一视同仁

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