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ANNUAL REPORT 2017 Table of Contents

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ANNUAL REPORT 2017 Table of Contents ANNUAL REPORT 2017 TABLE OF CONTENTS 2 Board Chairman’s Address 3 Financial System Mediator’s Address 4 The Office of Financial System Mediator 8 2017 Major Events 18 Programs Implemented in 2017 24 Activities Planned for 2018 26 How Do Our Customers Evaluate Us? 32 Statistics of Claims 52 Financial Statement and Audit Opinion 60 Precedents/Exemplary Cases 84 Acknowledgements 88 List of Organizations Which did not Sign the Covenant BOARD CHAIRMAN’S the Office, as well as the invitations the Office re- ADDRESS ceives year by year to participate in important con- ferences and symposiums organized by international Dear reader, institutions. As we make another round-up of the results of year All the above-mentioned achievements have become 2017, we can proudly state that notwithstanding a reality thanks to the dedication and diligence of the the difficulties, we have been able to implement entire staff of the Office. I would like to sum up my many important projects and call to life many ideas. address by saying thank you for your special dedication We remained committed to our strategic goal – and excellent teamwork. I wish everybody the energy to increase and enhance the confidence in the and decidedness on the way to new achievements. Financial Mediator and the financial system on the whole and to protect consumers’ rights and in- terests. The outcomes of our activities are visi- ble every day. This is expressed, first of all, by the increased number of clients applying to us and the ever-growing cooperation with financial institutions. On January 16, 2017, the Board of Trustees of the Financial System Mediator’s Office decided to reap- point Piruz Sargsyan as Financial System Mediator. Throughout her tenure, the Office of Financial System Mediator has recorded plenty of achieve- ments, implemented a number of programs, while Arkadi Khachatryan earning a high level of awareness in Armenia and on the international arena. This can be supported Chairman of the Board by the growing number of complaints submitted to of Trustees 2 Board Chairman’s Address FINANCIAL SYSTEM er Financial Education and Awareness” program. In MEDIATOR’S ADDRESS 2017, as part of the program, the Office not only paid visits to high schools and universities in all regions Dear reader, of the Republic of Armenia and Artsakh, but also organized informal educational events, which were I am happy to say that year 2017 was outstanding by highly appreciated by the public. the number of citizens who applied to the Office, the growing number of cases investigated and disputes re- We are also proud to note that international or- solved in favor of the customers. The reporting year ganizations view the Mediator’s Office as the best was also full of events, programs and sustainable successful experience among post-soviet countries, cooperation with domestic and foreign partners. and this is why the Office receives various invita- tions to share our experience with other countries In 2017, the Office received a total of 5,020 complaints, and schemes. of which 4,368 relating to the financial services. Com- pared with the previous year, complaints have in- In conclusion, I would like to thank our team, since creased by 6%. The overwhelming majority of the cas- it is by joint efforts that we successfully overcome all es examined during the year (1,455 out of 1,672) ended difficulties and move forward. I am confident that we up with financial organizations having paid compen- are on the right path to achieving our goals and will sation to the customers, a total of AMD 181,300,801 continue working with the same vigor and dedication. through facilitation of the Mediator. It is noteworthy that 50% of the cases with positive outcome has been resolved through mediation. I would like to emphasize that the increase in the Piruz Sargsyan number of claims submitted to the Office is largely attributable to a key area of activity of the Office of Financial System Mediator, i.e. the implementation of the “Consum- Mediator 3 Financial System Mediator’s Address THE OFFICE OF FINANCIAL SYSTEM MEDIATOR The Office of Financial System Mediator (FSM) is an GOVERNANCE OF THE OFFICE OF FSM establishment with independent management sys- tem. Its founder is the Central Bank of the Republic According to the Republic of Armenia Law on Finan- of Armenia. The Office of FSM is called to settle out cial System Mediator, bodies of management of the any property disputes that arise between consumers Office of FSM are: as natural persons and financial organizations. The services of FSM are free of charge; the process of • Board of Trustees, and review of complaint is explicit, fast and transparent. • Manager of the Office, i.e. the Mediator. The Office of FSM was established pursuant to the Republic of Armenia Law on Financial System According to the Republic of Armenia Law on Finan- Mediator, passed on June 17, 2008. The Office of FSM cial System Mediator, the Board of Trustees of the started professional activity from January 24, 2009. Office of FSM consists of 7 members, and they are appointed as follows: OBJECTIVES OF THE OFFICE OF FSM • one member by the Government of the Republic of Armenia, The objectives of the Mediator’s Office include: • one member by the Board of the Central Bank of the Republic of Armenia, • Protection of consumer rights and interests in • one member by organizations that advocate the financial market; protection of consumer rights, and • Fast, effective and free of charge review and • four members by unions of organizations. handling of claims of clients; • Enhancement of the public confidence in the The Board of Trustees of the Office of FSM is called financial sector. to approve internal policies and procedures of the Office, hear the Financial System Mediator reports, check the status of implementation of the decisions CORE VALUES OF THE OFFICE OF FSM it has made, oversee day-to-day activities of the Office and its financial and economic performance, The Office has pledged to working effectively and approve the budget of the Office, any changes earning more public trust – these are core principles, made thereto; oversee the performance against the which underlie the activity of the Office of FSM. The budget, approve annual financial accounts and take following are core values, which are also embedded on other functions as required by the law. According in the strategy of the Office of FSM: to the law, the Board of Trustees shall not interfere with the professional activities of the FSM. • Impartiality in case review; • Equality or equal rights for the parties; According to the Republic of Armenia Law on Finan- • Caring attitude towards the customers; cial System Mediator, the Mediator shall be required • Priority to achieving reconciliation of the parties; to have higher education, firm authority and at least • Operational effectiveness; five years of work experience. The Mediator shall • Transparency and openness; not be a person who has worked in any financial or- • Partnership and confidentiality; ganization in the last three years. The Mediator shall • Professionalism and teamwork; not: i) be engaged in entrepreneurial activity, ii) be • International cooperation and innovative solu- a member of management at the party, iii) hold a po- tions. sition in central or local governments, commercial 5 The Office of Financial System Mediator undertakings, iv) perform other paid work except for scientific, pedagogical and creative activities; the Mediator must refrain from any actions that cast doubts over their independence and impartiality. The Office of FSM has an auditor. The auditor is ap- pointed by the Board and reports to the Board direct- ly. The auditor carries out independent and impartial investigation and evaluation of the operations of the Office of FSM through checkups/examinations. The Office of FSM has two pillars, which make sure the Office operates fluently. These are: • Support Group, which is responsible for adminis- trative tasks to make sure day-to-day activities of the Office are uninterrupted; and • Claim Acceptance and Investigation Group, which makes sure the Office performs its professional duties as prescribed by the law. This group, in turn, consists of: ◉ specialists who accept claims, receive the visits of clients and provide them with an upfront con- sulting, ◉ specialists who investigate claims and whose main function is claim investigation, explanation/ clarification, legal attendance of the Office, inter- national cooperation, and ◉ support group for the specialists who investi- gate claims; the group is primarily responsible for helping with claim investigation, making visits to schools and getting involved in activities related to the “Increasing Consumer Financial Education and Awareness” program. 6 The Office of Financial System Mediator STRUCTURE THE Board OF Auditor TRUSTEES Support THE Mediator AssistaNT to GrouP Mediator HEAd of the case HAndlIng And investigating grouP COMPLAINTS CASE Specialists HAndlIngs Investigators Supporting Case Specialists Investigators 7 The Office of Financial System Mediator 2017 MAJOR EVENTS JANUARY 16 Piruz Sargsyan was re-appointed as Financial System Mediator. 18 A quiz was announced in connection with the 8th anniversary of the establishment of the Office of Financial System Mediator. 24 An annual event in celebration of the 8th anniversary of operations of the Office of Financial System Mediator. The winners of the quiz were announced. 25 A meeting with the representatives of the Parliament of Kyrgyz Republic took place. A seminar was held at high school No. 139 in Yerevan. 26 A seminar was held at high school of the Institute of Forensic Expertise and Psychology “Azpat-Veteran” in Yerevan. 31 A seminar was held at high school No. 142 in Yerevan. FEBRUARY 01 A seminar was held at basic high school of Yerevan Kh.
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