Banks' responsibilites to protect customers and respond to enquiries

The request was partially successful.

Dear Hong Kong Monetary Authority staff,

I refer to the letter to the editor published on 10 July https://www.scmp.com/comment/letters/art... in which the corrspondent complained that the Hong Kong police had not done enough to protect residents against the scams. In addition, it was alledged that HSBC did not respond to enquiries of the press and did little to help the victims.

Here are my questions for the Authority to answer under the Code on Access to Information
1. how could the members of the public or journalists complain to the HKMA if they are not satisfied with HSBC? How will the complaints be processed?

2. As far as the HKMA is concerned, is HSBC obliged to answer enquiries from the media? Please explain with reference to documents and policies.

3. As far as the HKMA is concerned, how should HSBC help their customers who are victims of scams? Any guidelines from HKMA for the local banks?

I hope the HKMA could look into this matter and liaise with HSBC to find out if the bank should follow up on this issue.

Yours faithfully,
Simon Wang

香港金融管理局

The Hong Kong Monetary Authority acknowledges receipt of your email and
will handle as soon as possible.
To ensure service quality, all our telephone conversations may be recorded,
irrespective of whether you dial in or we call you back. We will not
disclose personal information about you to anyone outside the Hong Kong
Monetary Authority unless required or permitted to do so by law.

本局已收到你的電郵並會盡快處理。
為確保我們的服務質素,所有你跟本局職員之間的電話談話內容,無論是你的來電或
是我們的回覆電話,都可能會被錄音。除非是法律允許,否則我們不會向外界透露你
的個人資料。

香港金融管理局

Dear Mr. Wang,

Thank you for your email dated 10 July 2021.  Please note that your
enquiry is being handled.  According to paragraph 1.16 of the "Code on
Access to Information", we will inform you the progress on or before 30
July 2021.

Best regards,

Florence Lui
Access to Information Officer
Hong Kong Monetary Authority

----------------------------------------- Reply History
-----------------------------------------

To: "FOI requests at Hong Kong Monetary Authority"
<[Hong Kong Monetary Authority request email]>
Cc:
Bcc:
Tips
From: "Simon Wang"    
<[FOI #697 email]>
10/07/2021 10:56 PM  
Subject Freedom of Information request - Banks' responsibilites to protect
customers and respond to enquiries

Dear Hong Kong Monetary Authority staff,

I refer to the letter to the editor published on 10 July
[1]https://www.scmp.com/comment/letters/art...
in which the corrspondent complained that the Hong Kong police had not
done enough to protect residents against the scams. In addition, it was
alledged that HSBC did not respond to enquiries of the press and did
little to help the victims.  

Here are my questions for the Authority to answer under the Code on Access
to Information
1. how could the members of the public or journalists complain to the HKMA
if they are not satisfied with HSBC?  How will the complaints be
processed?

2. As far as the HKMA is concerned, is HSBC obliged to answer enquiries
from the media?  Please explain with reference to documents and policies.

3.  As far as the HKMA is concerned, how should HSBC help their customers
who are victims of scams? Any guidelines from HKMA for the local banks?

I hope the HKMA could look into this matter and liaise with HSBC to find
out if the bank should follow up on this issue.

Yours faithfully,
Simon Wang

-------------------------------------------------------------------

This is a request under the Code of Access to Information facilitated via
the accessinfo.hk website.

Please use this email address for all replies to this request:
[FOI #697 email]

Is [Hong Kong Monetary Authority request email] the wrong address for Freedom of Information requests
to Hong Kong Monetary Authority? If so, please contact us using this form:
[2]https://accessinfo.hk/en/change_request/...

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[3]https://accessinfo.hk/en/help/officers

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

-------------------------------------------------------------------

References

Visible links
1. https://www.scmp.com/comment/letters/art...
2. https://accessinfo.hk/en/change_request/...
3. https://accessinfo.hk/en/help/officers

香港金融管理局

Dear Mr. Wang,

I refer to your email dated 10 July 2021 requesting the Hong Kong Monetary
Authority (the “HKMA”) to provide information and our interim reply to you
below dated 19 July 2021.

Please be informed that we are coordinating among departments within the
HKMA and searching extensively for the requested information and will
revert to you within 51 days from the receipt of your request (i.e. on or
before 29 August 2021) in accordance with paragraph 1.18 of the Code on
Access to Information.  Thank you for your understanding.

Best regards,

Florence Lui
Access to Information Officer
Hong Kong Monetary Authority

----------------------------------------- Reply History
-----------------------------------------

 To:  "Simon Wang" ----------------------------------------- ----
<[FOI #697 email]> ----
 cc:  
 bcc:  
 Tips
 From:  Public Enquiry ----------------------------------------- ----
----
 Date:  19/07/2021 05:59 PM  
 Subject:  Re: Freedom of Information request - Banks' responsibilites to protect customers and
respond to enquiries   [1]Link

Dear Mr. Wang,

Thank you for your email dated 10 July 2021.  Please note that your
enquiry is being handled.  According to paragraph 1.16 of the "Code on
Access to Information", we will inform you the progress on or before 30
July 2021.

Best regards,

Florence Lui
Access to Information Officer
Hong Kong Monetary Authority

----------------------------------------- Reply History
-----------------------------------------

To: "FOI requests at Hong Kong Monetary Authority"
<[Hong Kong Monetary Authority request email]>
Cc:
Bcc:
Tips
From: "Simon Wang"    
<[FOI #697 email]>
10/07/2021 10:56 PM  
Subject Freedom of Information request - Banks' responsibilites to protect
customers and respond to enquiries

Dear Hong Kong Monetary Authority staff,

I refer to the letter to the editor published on 10 July
[2]https://www.scmp.com/comment/letters/art...
in which the corrspondent complained that the Hong Kong police had not
done enough to protect residents against the scams. In addition, it was
alledged that HSBC did not respond to enquiries of the press and did
little to help the victims.  

Here are my questions for the Authority to answer under the Code on Access
to Information
1. how could the members of the public or journalists complain to the HKMA
if they are not satisfied with HSBC?  How will the complaints be
processed?

2. As far as the HKMA is concerned, is HSBC obliged to answer enquiries
from the media?  Please explain with reference to documents and policies.

3.  As far as the HKMA is concerned, how should HSBC help their customers
who are victims of scams? Any guidelines from HKMA for the local banks?

I hope the HKMA could look into this matter and liaise with HSBC to find
out if the bank should follow up on this issue.

Yours faithfully,
Simon Wang

-------------------------------------------------------------------

This is a request under the Code of Access to Information facilitated via
the accessinfo.hk website.

Please use this email address for all replies to this request:
[FOI #697 email]

Is [Hong Kong Monetary Authority request email] the wrong address for Freedom of Information requests
to Hong Kong Monetary Authority? If so, please contact us using this form:
[3]https://accessinfo.hk/en/change_request/...

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[4]https://accessinfo.hk/en/help/officers

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

顯示引用部分

香港金融管理局

Dear Mr. Wang,

Thank you for your email.  Please find below our response in blue:

1. How could the members of the public or journalists complain to the HKMA
if they are not satisfied with HSBC?  How will the complaints be
processed?

Should member of public wish to lodge a complaint against banks in Hong
Kong with the HKMA, he/she may lodge a complaint through online submission
([1]https://bankcomplaint.hkma.gov.hk/en/).  Or alternatively, he/she may
complete the “[2]Complaint Form” by providing the required details and
signing it.  The complainant can return the duly completed form, together
with copies of any supporting documents relevant to your complaint by
email, post or fax.  For the role and procedures of the Hong Kong Monetary
Authority in handling customer complaints about banking products or
services, please refer to “[3]Frequently Asked Questions - Complaints
about Banking Products or Services” and “[4]Flowchart of the Complaints
Handling Process”.

2. As far as the HKMA is concerned, is HSBC obliged to answer enquiries
from the media?  Please explain with reference to documents and policies.

The HKMA has not prescribed any specific methodology or framework
regarding how individual banks answer media enquiries. However, in general
the HKMA expects banks to have established and effective communication
arrangements which enable meaningful, transparent and timely information
to be provided to stakeholders to better their understanding of the
matters related to the bank.  

3. As far as the HKMA is concerned, how should HSBC help their customers
who are victims of scams? Any guidelines from HKMA for the local banks?

The HKMA requires all authorized institutions should have in place
relevant information, control and protection mechanisms to protect
customers' deposits, savings, and other similar financial assets
appropriately and with a high degree of certainty, including against
fraud, misappropriation or other misuses.  

Best regards,

Florence Lui
Access to Information Officer
Hong Kong Monetary Authority

----------------------------------------- Reply History
-----------------------------------------

To: "FOI requests at Hong Kong Monetary Authority"
<[Hong Kong Monetary Authority request email]>
Cc:
Bcc:
Tips
From: "Simon Wang"    
<[FOI #697 email]>
10/07/2021 10:56 PM  
Subject Freedom of Information request - Banks' responsibilites to protect
customers and respond to enquiries

Dear Hong Kong Monetary Authority staff,

I refer to the letter to the editor published on 10 July
[5]https://www.scmp.com/comment/letters/art...
in which the corrspondent complained that the Hong Kong police had not
done enough to protect residents against the scams. In addition, it was
alledged that HSBC did not respond to enquiries of the press and did
little to help the victims.  

Here are my questions for the Authority to answer under the Code on Access
to Information
1. how could the members of the public or journalists complain to the HKMA
if they are not satisfied with HSBC?  How will the complaints be
processed?

2. As far as the HKMA is concerned, is HSBC obliged to answer enquiries
from the media?  Please explain with reference to documents and policies.

3.  As far as the HKMA is concerned, how should HSBC help their customers
who are victims of scams? Any guidelines from HKMA for the local banks?

I hope the HKMA could look into this matter and liaise with HSBC to find
out if the bank should follow up on this issue.

Yours faithfully,
Simon Wang

-------------------------------------------------------------------

This is a request under the Code of Access to Information facilitated via
the accessinfo.hk website.

Please use this email address for all replies to this request:
[FOI #697 email]

Is [Hong Kong Monetary Authority request email] the wrong address for Freedom of Information requests
to Hong Kong Monetary Authority? If so, please contact us using this form:
[6]https://accessinfo.hk/en/change_request/...

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[7]https://accessinfo.hk/en/help/officers

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

-------------------------------------------------------------------

References

Visible links
1. https://bankcomplaint.hkma.gov.hk/en/
2. https://www.hkma.gov.hk/media/eng/doc/ot...
3. https://www.hkma.gov.hk/eng/smart-consum...
4. https://www.hkma.gov.hk/media/eng/doc/ot...
5. https://www.scmp.com/comment/letters/art...
6. https://accessinfo.hk/en/change_request/...
7. https://accessinfo.hk/en/help/officers