Section 201

201. (1) The Ombud Council may make rules for, or in respect of, ombuds and ombud schemes, aimed at ensuring that financial customers have access to, and are able to use affordable and effective, independent and fair alternative dispute resolution processes for complaints about financial institutions in relation to financial products, financial services, and services provided by market infrastructures.

(2) Ombud Council rules in terms of subsection (1) may be made on any of the following matters:

(a) Governing rules of ombud schemes;

(b) governance of ombud schemes, including in relation to—

(i) the composition, membership and operation of governing bodies and of substructures of ombud schemes; and

(ii) the roles and responsibilities of governing bodies and their substructures;

(c) the qualifications and experience of ombuds, including fit and proper person requirements for ombuds and for members of governing bodies of industry ombud schemes;

(d) the definition and type of complaints to be dealt with by specified ombud schemes;

(e) dispute resolution processes;

(f) any matters on which a regulatory instrument may be issued by the Ombud Council in terms of a specific financial sector law in so far as it relates to ombud schemes and ombuds;

(g) matters that may in terms of any other provision of this Act be regulated by rules of the Ombud Council; and

(h) any other matter that is appropriate and necessary for achieving the aim set out in subsection (1).

(3) An Ombud Council rule must not be inconsistent with relevant financial sector laws.

(4) An Ombud Council rule must not interfere with the independence of an ombud or the investigation or determination of a specific complaint.

(5) The Ombud Council must, in developing Ombud Council rules—

(a) seek to provide for a consistent approach and consistent requirements for all ombud schemes, promote the efficiency and cost-effectiveness of ombud schemes, and promote co-ordination and co-operation between ombud schemes; and

(b) take into account differences in the nature and complexity of complaints heard by different ombud schemes.

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(3) Mo go swetseng ka go fetola lebaka la, kgotsa emisa kgotsa phimola, kamogelo, Khansele ya Ombud e tshwanetse go ela tlhoko ditlhagiso tsotlhe tse di dirilweng mo nakong e e tsepamisitsweng mo kitsisong go ya karolotlaleletso (1)(a)(ii).

(4) Khansele ya Ombud e ka dira tiro ntle le go ikamanya, kgotsa go ikamanya ka botlalo, le karolotlaleletso (1) fa tiego e e amanang le go ikamanya, kgotsa go ikamanya ka botlalo, le karolotlaleletso eo mabapi le tiro e e tshitsintsweng e ka tisa ditlamorago tsa kgobelelo e e tseneletseng go barekedi ba ditshelete, ya ama ka kgobelelo tlhomamo ya ditshelete kgotsa ya fenya maikaelelo a tiro.

(5) (a) Fa Khansele ya Ombud e dira tiro ntle le go ikamanya, kgotsa go ikamanya ka botlalo, le karolotlaleletso (1) ka mabaka a a tlhalositsweng mo karolotlaleletsong (4), sekema sa ombud sa bodirelo se tshwanetse go newa polelo e e kwetsweng ya mabaka a gore goreng go sa ikamangwa le karolotlaleletso eo.

(b) Sekema sa ombud sa bodirelo se ka dira ditlhagiso go Khansele ya Ombud mo kgweding e le esi morago ga go tlamelwa ka polelo.

(c) Khansele ya Ombud e tshwanetse go ela tlhoko ditlhagiso, le go itsise sekema sa ombud sa bodirelo, ka bonako jo bo kgonagalang, le fa ka gongwe Khansele ya Ombud e tshitsintse go tlabolola kgotsa phimola phetolo, sekega kgotsa phimola.

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201. (1) Khansele ya Ombud e ka dira melawana go, kgotsa mabapi le, ombuds le dikema tsa ombuds, tse di ikaelelang go netefatsa gore badirisi ba ditshelete ba fitllelela, gape ba kgona go, dirisa kgato e nngwe ya tharabololo ya thulano e e duelegang, nonofileng, ikemetseng le go lolama go dingongorego tse di ka ga ditheo tsa ditshelete mabapi le dikuno tsa ditshelete le ditirelo tsa ditshelete le ditirelo tse di tlamelwang ke thulaganyetso ya popegotheo ya mmaraka.

(2) Melawana ya ombuds mabapi le karolotlaleletso (1) e ka dirwa mabapi le nngwe le nngwe ya merero e e latelang:

(a) Melawana ya go busa ya dikema tsa ombud;

(b) puso ya dikema tsa ombud, go akaretsa le mabapi le—

(i) sebopego, botokololo le tiro ya mekgatlho e e busang le ya mekgatlhotlaleletso ya dikema tsa ombud; le

(ii) ditiro le maikarabelo a mekgatlho e e busang le mekgatlhotlaleletso ya yona;

(c) borutegi le maitemogelo a ombuds;

(d) tlhaloso le mofuta wa dingongorego tse di tshwanetseng go sekasekwa ke sekema sa ombuds se se tsepamisitsweng;

(e) dikgato tsa go rarabolola dikgotlhang;

(f) merero mengwe le mengwe e sediriso sa bolaodi se ka diriswang mo go yona e ka rebolwa ke Khansele ya Ombud go ya ka molao o o tsepameng wa lephata la ditshelete go ya jaaka e amana le dikema tsa ombud le ombuds;

(g) merero e go ya ka kabelo nngwe le nngwe ya Molao ono e ka laolwang ka melawana ya Khansele ya Ombud; le

(h) morero mongwe le mongwe o o maleba e bile o tlhokega go fitllelela maikaelelo a a tlhalositsweng mo karolotlaleletsong (1).

(3) Molawana wa Khansele ya Ombud o tshwanetse go tsamaelana le melao e e maleba ya lephata la ditshelete.

(4) Molawana wa Khansele ya Ombud ga o a tshwanela go kgoreletsa le go ikemela ga ombud kgotsa patlisiso kgotsa tlhomamiso ya ngongorego e tsepameng.

(5) Khansele ya Ombud e tshwanetse, mo go tlabololeng melawana ya Khansele ya Ombud—

(a) go batla go tlamela mabapi le mokgwa o o tlhomameng le ditlhokego tse di tlhomameng go dikema tsotlhe tsa ombud, go tsweletsa bokgoni le poloko ya ditshenyegelo ya dikema tsa ombud, le go tsweletsa kopano le tirisanommogo magareng ga dikema tsa ombud; le

(b) go tsaya tsia dipharologano mo tlhologong le tharaanong ya dingongorego tse di reeditsweng ke dikema tsa ombud tse di farologaneng.

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(6) Different Ombud Council rules may be made for, or in respect of—

(a) different categories of ombuds and ombud schemes; and

(b) different circumstances.

(7) (a) The Ombud Council may, on application from an ombud scheme, exempt that ombud scheme from an Ombud Council rule for a specified period of time, provided that the Ombud Council is satisfied that the intended outcome of the rule will still be met.

(b) Any such exemption may be subject to conditions set by the Ombud Council.

(8) An Ombud Council rule may amend or revoke another Ombud Council rule.

## Directives of Ombud Council