高齡金融消費者保護之研究-以金融消費評議案件為中心

Abstract

據國發會推計臺灣將於2025年邁入超高齡社會，屆時每5 個人中就有1 個是65 歲以上的高齡者，高齡金融消費者除了與一般金融消費者一樣在經濟或資訊地位處於弱勢外，還可能因為身體及心理機能衰退，存在身體弱勢、認知弱勢、心理弱勢和風險識別弱勢等問題，凸顯高齡者的金融弱勢地位及脆弱性。 2011年立法院三讀通過金融消費者保護法，衡平金融服務業與金融消費者間的實質不對等；2015年12月31日金管會發佈金融服務業公平待客原則，透過落實公平待客提升金融服務業員工對於金融消費者保護之認知及金融消費者保護相關法規之遵循。本論文檢視2016年至2021年財團法人金融消費者評議中心有關銀行業的評議案件共計889件，65歲以上高齡申請人計107件；其中以投資型保單招攬爭議56件為大宗，佔高齡評議案件52%，2021年22件高齡評議案件中，投資型保單爭議占比達82%。檢視評議決定書後發現2021年高齡者評議案件援用公平合理原則判定高齡金融消費者部分有理由比例，從過往三成左右驟升至近八成，本論文歸納評議決定書見解，類型化爭議發生原因，並參考2022年3月由銀行公會擬定金管會同意備查的「銀行業公平對待高齡客戶自律規範」，提出建議以為銀行業優化內部規章辦法及流程參考，降低高齡者金融消類爭議發生。 在公平待客原則框架下，可預期銀行未來在提供高齡者金融商品或服務時，將更完善高齡者保護程序，透過內部董事會積極參與，由上而下提供高齡者差異化之商品及服務，厚植公平待客精神，形塑公平待客之企業文化，助益金融服務業永續發展。

According to the National Development Council, Taiwan will become the ultra-aging society in 2025, means that one fifth elderly in the country. In addition to similar weak economic status as general financial customers, the elder may also have physical weakness, cognitive weakness, psychological weakness and risk identification weakness due to the decline of physical and psychological functions, highlighting the financial weakness and vulnerability of the elderly. In 2011, the Legislative passed the Financial Consumer Protection Law on the third reading, which leveled the substantive asymmetry between the financial services industry and financial consumers; On 31 December 2015, the FSC promulgated the Principle for Financial Services Industries to Treat Clients Fairly to enhance the awareness and compliance of financial consumer protection in financial institution. This thesis examines a total of 889 cases related to the banking industry by the Financial Ombudsman Institution (FOI) from 2016 to 2021, and 107 cases of elderly applicants over the age of 65. Among them, 56 disputes were involved in Investment Link Product(ILP), accounting for 52% of the elderly appraisal cases, and among the 22 senior appraisal cases in 2021, the ILP disputes accounted for 82%. In additional, the Principles of Fairness and Reasonableness become the main rule of justification in elderly since 2021. The article summarizes the insights of the Ombudsman’s Final Decision, the patterns of elderly disputes, and refers the 'Self-Discipline Directive for fair treatment of elderly customers in the banking industry' to optimize policies and procedures of banking industry to avoid the disputes of the elderly. By the support of board committee, provide differentiated products and services to fit the elderly needs, cultivate the spirit of Treat Clients Fairly. It’ll help the sustainable development of the financial services industry.