Course curriculum

  • 1. The Need for Fair Dealing

    • 1.1 Treating Customers Fairly

    • 1.2 A Global Concern

  • 2. Responsibilities of the Board and Senior Management

    • 2.1 Regulatory Expectations in Singapore

    • 2.2 The Role of the Board

    • 2.3 Applying the Guidelines

  • 3. Key Fair Dealing Outcomes

    • 3.1 The Five Fair Dealing Outcomes

  • 4. Corporate Culture and Customer Confidence

    • 4.1 Fair Dealing Outcome 1

    • 4.2 Encouraging the Right Behaviour

  • 5. Best Practices for Investment Products

    • 5.1 Fair Dealing Outcome 2

    • 5.2 Due Diligence on New Products

    • 5.3 Marketing the Product to Customers

  • 6. Training Competent Representatives

    • 6.1 Fair Dealing Outcome 3

    • 6.2 Training and Supervising Representatives

    • 6.3 Other Best Practices

  • 7. Clear Communication with Customers

    • 7.1 Fair Dealing Outcome 4

    • 7.2 Presenting Product Information

    • 7.3 Fair and Balanced Information

    • 7.4 Managing Customer Expectations

  • 8. Responsibilities for After-Sales Services and Complaints Handling

    • 8.1 Fair Dealing Outcome 5

  • 9. Assessment

    • Instructions

    • Questions