4 Stephanie Chaly, James Hennessy, Lev Menand, Kevin Stiroh, and Joseph Tracy, Misconduct Risk, Culture, and  Supervision, Federal Reserve Bank of New York, December 2017. 5 Stiroh, Kevin J., The Complexity of Culture Reform in Finance, October 4, 2018. 6 Board of Governors of the Federal Reserve System, Federal Reserve Board invites public comment on two  proposals; corporate governance and rating system for large financial institutions, August 3, 2017. 7 See Banking Standards Board. 8 Board of Governors of the Federal Reserve System, Federal Reserve Board requests comment on proposed  guidance that would clarify Board’s supervisory expectations related to risk management for large financial institutions, January 4, 2018. 9 Dudley, William C., Strengthening Culture for the Long-Term, June 18, 2018. 10 Lois V. Brown, Psychology of Motivation, 2007. Coon D, Mitterer JO. Introduction to Psychology: Gateways to  Mind and Behavior With Concept Maps. Belmont, CA: Wadsworth; 2010. Oudeyer, P. and Kaplan, F. What is Intrinsic Motivation? A Typology of Computational Approaches. Front Neurorobotics, 2007. 11 See Banking Standards Board, Annual Review 2017/2018. 12 Department of Finance, Minister Donohoe Welcomes Banking Initiative That Aims to Rebuild Trust in the  Industry, December 31, 2017. 13 Federal Reserve Bank of New York, Workshop on Culture Measurement and Assessment, June 21, 2017. 14 Financial Stability Board, Strengthening Governance Frameworks to Mitigate Misconduct Risk: A Toolkit for Firms  and Supervisors, April 20, 2018.

Zeti Akhtar Aziz: Launch of the Financial Mediation Bureau Speech by Dr Zeti Akhtar Aziz, Governor of the Central Bank of Malaysia, at the launch of the Financial Mediation Bureau (FMB), Kuala Lumpur, 20 January 2005. *  *  *  Bismillahirrahmanirrahim, YB Tan Sri Dato’ Seri Haidar bin Mohamed Noor, Pengerusi, Biro Pengantaraan Kewangan Dif-dif kehormat Tuan-tuan dan Puan-puan hadirin sekalian Assalamualaikum warahmatullah dan salam sejahtera Our financial landscape is continuously being redefined. The objective is the development of a financial system that best serves our nation. To achieve this, a comprehensive approach has been adopted, addressing all the key elements and building blocks in the respective components of the financial system so as to form a solid foundation on which an effective, efficient and resilient financial system could be progressively built. An important component in the system that has not been neglected has been the consumer protection framework. The requirements and expectations of consumers are changing rapidly in tandem with increased education levels, growing wealth and greater affluence. Consumers are becoming more discerning and demand better product choices, more efficient delivery channels and more customer centric practices from financial institutions. These trends have become important in reinforcing the more competitive environment in the financial services sector. Tuan-tuan dan puan-puan, Antara komponen utama Pelan Induk Sektor Kewangan ialah usaha meningkatkan kesedaran dan kefahaman pengguna tentang produk dan perkhidmatan kewangan, di samping mewujudkan infrastruktur sokongan untuk melindungi pengguna, serta mengukuhkan rangka kerja kawalselia untuk meningkatkan tahap ketelusan.