In a major step forward for consumer protection in Cambodia’s financial sector, the Financial Consumer Centre (FCC) has officially taken over the consumer complaint hotline previously managed by the Cambodia Microfinance Association (CMA) and the Association of Banks in Cambodia (ABC). This strategic transition is aimed to advance trust and confident of customers, investors and stakeholders on the banking system.
A New Centralized Contact Point for Consumers
As of July 7, 2025, all calls to the joint ABC/CMA complaint hotline number 015 365 222 are now redirected to the FCC. The new centre operates as a Counselling support for customers and dispute resolutions hub—providing assistance on issues and consumer complaint ranging from general banking /financial inquiries and digital payment transaction concerns.
In a joint letter to their members, the CMA and ABC emphasized that the FCC is a cornerstone of both associations' consumer protection agendas. The letter highlighted FCC’s role in delivering complaint handling, customer counseling, and facilitating dispute resolution through the existing Consumer Complaint Management Framework.
“The FCC will serve not only as a support center but also as a platform for open dialogue to resolve disputes amicably and professionally,” the letter stated.
From Association to Independent Entity
CMA first launched its complaint hotline in 2018, and by late 2023, it was merged with ABC’s complaint mechanism, forming a joint platform for customers across banking and microfinance institutions. In just the first five months of 2025, this hotline handled 179 formal complaints and 362 general inquiries, many of which were successfully resolved.
The establishment of the Financial Consumer Centre (FCC) as an independent body marks a natural evolution of this initiative. With its own governance structure, funding, and management team, the FCC is equipped to provide professional, independent, sufficient resources for consumer dispute resolution across the financial sector.
What Does the FCC Do?
The FCC operates under a dual mandate to enhance consumer trust and ensure responsible practices among financial institutions:
1. Complaint handling and counselling
· Receive, manage & resolve any enquiries for clients for effective and safe using of banking and financial’ s products.
· Provide counselling support for clients in related to effective used of banking and financial’ s products.
2. Complaint Resolution, including mediation, jurisdiction and potentially an ombudsman services in the later stage:
· Mediate between customers and BFIs to find the optimal solutions that can be accepted by both parties
· Coordinate with Financial Institutions (FIs) in order to ensure effective complaints resolution
· Make the decision on disputes that can’t solve via the mediation between consumers and BFIs.
The FCC is governed by its Board of Directors, and a dedicated Executive Office led by the General Manager. The Board Compositions includes representatives Banking &Financial Sector, Independent Director, and also from Consumer Representative.
A Strong Step Toward Consumer Empowerment
With its enhanced scope, neutral governance, and centralized approach, the FCC is poised to become a pillar of trust and accountability in Cambodia’s financial landscape.
“This transition reflects our commitment to uphold the consumer protecting while reinforcing the integrity of the financial system,” said CMA spokesperson Mr. Kaing Tongngy. “The FCC is a forward-looking solution that brings the entire sector together to prioritize client well-being.”
