:: Mission, Vision and Values Statement

Our Vision

To be an independent, well respected and renowned organisation for providing objective and timely mediation to the consumers of services in the financial services industry.

Our Mission

To provide consumers with a vehicle for an objective and timely resolution of disputes, claims and complaints arising from services provided by financial institutions (who presently comprise the commercial banks, finance companies, insurance companies, takaful operators and card issuers).

Objective
We do not champion the consumer's rights nor do we champion the rights of financial institutions. We are completely independent and deal with all the disputes, claims and complaints fairly and impartially.

In a timely manner
We will endeavor to dispose off all disputes, claims and complaints within 3 calendar months, from the date we receive the required complete documentation for each of the disputes, claims and complaints referred to us by the consumers.

Our Shared Values

Integrity
This shared value is the cornerstone of our organisation. Our integrity must be without question. We are fully accountable for our independent decisions. Our staff are officers with the highest integrity standards and who are neither influenced nor compromised in the discharging of their role and function in IOLA.

Professionalism
Being a professional is our hallmark. Our well trained staff will be very objective in discharging their duties with regard to the disputes, claims and complaints referred to us. Commitment to professionalism means that we will deliver qualitative decisions without fear or favour.

Competence and Knowledge
We will be a knowledge-based organization and our staff will be well trained and equipped with the competencies and knowledge required for the job. Our staff will have the technical capabilities to handle the complaints, claims and disputes referred to IOLA. We will continually upgrade our knowledge and competence to international standards.

Consumer Education
We will continue to educate consumers and our members on our role in providing independent mediation services on the disputes, claims and complaints received by the Association. We will also share our knowledge and our experiences with the consumers and our members in appropriate forums.

Customer Service
Our staff will be able to meet the expectations of the consumers and also manage all those who write to us, e-mail us, telephone us or visit us personally. Courteous and warm service will be our inherent strengths.