j. r., adams, g. a., maranto, c. l., et al. ( 2018 ) “ workplace contextual supports for lgbt + employees : a review, meta ‐ analysis, and agenda for future research ”. human resource management. vol 57, no 1. pp193 – 210. all speeches are available online at www. bankofengland. co. uk / news / speeches all speeches are available online at www. bankofengland. co. uk / news / speeches

only enhance their own knowledge but also their customer service orientation. ladies and gentlemen, currently, consumers are not fully aware of the avenues for redress when they have complaints on the financial services being produced. in a survey undertaken by the consumer associations indicate that the level of awareness of the existence of the banking mediation bureau was very low. the consumer education programme seeks to provide consumers with information on the avenues available to them if they have issues relating to the financial services or products they have acquired. banking institutions are required to have a special unit to deal with complaints. where this cannot be resolved, it can be referred to the banking mediation bureau. in addition to the banking mediation bureau, there is also the unit in bank negara malaysia. with the infrastructure in place, banking customers therefore have a number of channels to address grievances in a consultative and constructive manner. ladies and gentlemen, the existence of a single point of reference on retail banking products and services is expected to provide consumers with a fast and convenient way of looking for information and accelerate their learning curve. it is hoped that this one stop centre will improve financial literacy amongst the malaysian banking population and create a more financially savvy population. this has prompted the development of a long term programme to promote consumer education in malaysia. the primary objective of the programme is to raise the level of financial literacy among the malaysian public. the programme hopes to develop banking customers who will make better informed financial decisions and be confident in exercising their rights. to facilitate recognition of the programme by the public, the consumer education programme has been given an identity and logo of its own. the programme is known as " bankinginfo " and will be implemented in phases and in a structured and incremental manner. each phase of " bankinginfo " will reach out to certain target groups to ultimately achieve its long - term goal of reaching out to all segments of the banking population. consumers are not homogenous and the information to be transmitted will have to take into account the different needs and preferences. the level of awareness of this programme will be monitored with a view of improving the content and enhancing the mode of dissemination and communication of the information. in this first phase of the programme, the information will be disseminated to the public in the form of 12 information booklets and via the bankinginfo web - site. the areas covered include information on consumer banking products, information on new and innovative banking channels as well as educational information on aspects of banking and currency. it