Knowledge sharing in action. BAIPHIL’s 5th GLRC Program brought together 177 banking professionals and BSP experts for a timely discussion on consumer protection, FCPA implementation, supervisory expectations, complaints handling, and dispute resolution in the banking sector.

The Bankers Institute of the Philippines (BAIPHIL), through its Governance, Legal, Regulatory and Compliance (GLRC) Committee, successfully conducted its 5th GLRC Program for FY 2026-2027, “Consumer Protection in Banking: Navigating FCPA Implementation Issues,” on October 5, 2026 via Zoom.

The webinar brought together 177 participants from banks and financial institutions nationwide, representing legal, compliance, governance, risk management, consumer protection, and other banking-related functions. The program provided a timely venue for industry practitioners to deepen their understanding of the Financial Consumer Protection Act (FCPA) and discuss practical challenges arising from its implementation.

The event commenced with Opening Remarks from Ms. Lyn I. Javier, Deputy Governor of the Financial Supervision Sector of the Bangko Sentral ng Pilipinas (BSP), who emphasized the importance of consumer protection in fostering trust and confidence in the banking system.

Leading the discussions were distinguished BSP resource speakers who shared regulatory insights and practical perspectives on key consumer protection issues. Atty. Elmore O. Capule, Deputy Governor of the Corporate Services Sector, provided an overview of the FCPA, highlighting its key provisions, emerging issues, and supervisory expectations. He then put the banks’ defenses to the test by presenting challenges commonly encountered in adjudication proceedings.

Expanding on the implementation of consumer protection regulations, Atty. Lara Victoria O. Estevez-Austria, Deputy Director of the Consumer Protection and Market Conduct Office, and Ms. Rochelle D. Tomas, Director of the same office, examined BSP Circular No. 1160, focusing on common compliance concerns, recurring supervisory observations, and approaches that institutions may adopt to address implementation issues.

The discussion also explored complaint management and resolution mechanisms. Atty. Rowena C. Figueroa, Acting Deputy Director of the Consumer Protection and Market Conduct Office, discussed the BSP Consumer Assistance Mechanism (CAM), including common issues encountered in complaints handling and the importance of effective coordination with the BSP. Meanwhile, Atty. Janice G. Ayson-Zales, Director of the Consumer Complaints Resolution Office, shared valuable insights on mediation and adjudication processes, emphasizing important considerations in the conduct of proceedings.

Interactive open forum sessions, moderated by Atty. Narlette Manacap-Jaravata, Atty. Leila P. Paz-Aguba, and Atty. Leilani D. Capule, provided participants with the opportunity to engage directly with the BSP subject matter experts and raise questions on practical and emerging issues in consumer protection.

Certificates of appreciation were presented by Ms. Angelita U. Egalin, Trustee-in-Charge of the Governance, Legal, Regulatory and Compliance Committee.

The program concluded with Closing Remarks from Atty. Charina B. De Vera-Yap, Managing Director of the Consumer Financial Health and Empowerment Sub-Sector of the BSP, who underscored the continuing importance of strengthening consumer protection frameworks and promoting fair and responsible banking practices.

BAIPHIL extends its sincere appreciation to the BSP leadership and resource speakers for sharing their expertise and insights, and to all participants for their active engagement. Through programs such as this, BAIPHIL remains committed to fostering continuous learning and supporting the banking industry’s pursuit of regulatory excellence, consumer protection, and public trust.

BAIPHIL will be holding a webinar on Understanding AFASA and Industry Protocol: Legal Framework and Implementation Challenges featuring resource speakers from the BSP and Bankers Association of the Philippines on November 11, 2026. For program details, please visit: https://baiphil.org/product/understanding-afasa-and-the-industry-protocol-legal-framework-and-implementation-challenges/

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