Pelan Induk tersebut menggariskan beberapa inisiatif penting yang bertujuan meningkatkan kuasa pengguna, di samping meningkatkan kefahaman mereka tentang hak, dan tanggungjawab kewangan masing-masing. Ianya juga akan membolehkan pengguna membuat keputusan yang bijak, demi kesejahteraan mereka. Usaha meningkatkan tahap celik kewangan di kalangan pengguna sentiasa diberi keutamaan oleh Bank Negara Malaysia. Sejak tahun 1996, beberapa inisiatif telah diperkenalkan untuk meningkatkan tahap celik kewangan, dan memupuk kemahiran pengurusan kewangan yang baik di kalangan pelbagai kumpulan sasar. Kesukaran pengguna mendapat akses kepada maklumat sering menyebabkan pengguna tidak mendapat maklumat yang secukupnya bagi membolehkan mereka membuat keputusan yang bijak. Pada tahun 2003, Bank Negara Malaysia dengan kerjasama institusi kewangan, telah melancarkan satu rancangan 10 tahun Program Pendidikan Pengguna yang melibatkan sektor perbankan dan insurans. Program tersebut bertujuan meningkatkan akses kepada maklumat oleh pengguna serta meningkatkan kesedaran pengguna tentang hak dan tanggungjawab mereka. Ianya juga bertujuan untuk memperdalamkan pengetahuan pengguna tentang konsep dan operasi perbankan Islam serta produk dan perkhidmatan takaful yang ditawarkan oleh institusi kewangan. Dalam hal ini, lamanlaman web InfoPerbankan dan InfoInsurans telah memainkan peranan penting dalam meningkatkan kesedaran pengguna. Sehingga kini, laman web tersebut telah mendapat sambutan yang menggalakkan dengan jumlah pelawat mencecah 17.6 juta. Di samping itu, lebih 4.2 juta naskhah buku penerangan kecil telah diedarkan kepada pengguna. Peningkatan maklum balas yang kami terima daripada pengguna mencerminkan tahap kesedaran pengguna. Ladies and gentlemen, In addition to the focus on financial literacy and awareness among consumers, considerable efforts have also been made to strengthen the consumer protection infrastructure.

The strong and continuing support and commitment shown by the industry will augur well for the success of the Financial Mediation Bureau. Ladies and gentlemen, In recent years, much progress has been achieved in developing and strengthening the financial sector through policy initiatives in the areas of regulatory and supervisory frameworks, risk management and corporate governance. These have been complemented with consumer protection and education initiatives that promote more active consumerism to create a dynamic and responsive financial system. Moving forward, Bank Negara Malaysia will continue to focus on the development of the necessary infrastructure to ensure that consumers are given greater access to information on financial products and services that will enable them to make well-informed choices and safeguard consumer interests. Among the measures that are being finalized for implementation is the issuance of guidelines to ensure that the public has access to banking services at reasonable costs. Guidelines have been issued to banking institutions to govern the imposition of fees and charges. With effect from 1 February 2005, banking institutions will also be required to provide ‘basic banking services’ to Malaysians at minimal costs. The guideline specifies the minimum threshold of services and monthly transactions that are to be offered without charges. The details of the services offered under this guideline are being announced today. Over and above these financial services, as products and services become more complex, financial institutions need to provide appropriate pricing that not only reflect costs but also adequately reflect the cost saving that arises from investments undertaken.