If a user of electronic payment services files an application with a certified association of electronic payment service providers to resolve a complaint related to the electronic payment services which an association member conducts, the certified association of electronic payment service providers must provide consultation and necessary advice to the user who filed the application, and investigate the circumstances concerning the complaint, as well as notify the association member of the content of the complaint and ask the relevant association member to promptly process the complaint.
認定電子決済等代行事業者協会は、電子決済等代行業の利用者から会員の営む電子決済等代行業に関する苦情について解決の申出があつたときは、その相談に応じ、申出人に必要な助言をし、その苦情に係る事情を調査するとともに、当該会員に対しその苦情の内容を通知してその迅速な処理を求めなければならない。
If a certified association of electronic payment service providers finds that it is necessary for resolving a complaint in relation to the application filed under the preceding paragraph, it may request the relevant association member to provide a written or oral explanation or submit materials.
認定電子決済等代行事業者協会は、前項の申出に係る苦情の解決について必要があると認めるときは、当該会員に対し、文書若しくは口頭による説明を求め、又は資料の提出を求めることができる。
If a request referred to in the preceding paragraph is made by a certified association of electronic payment service providers, an association member must not refuse the request without legitimate grounds.
会員は、認定電子決済等代行事業者協会から前項の規定による求めがあつたときは、正当な理由がないのに、これを拒んではならない。
A certified association of electronic payment service providers must fully inform its association members of any application filed that is referred to in paragraph (1), the circumstances concerning the complaint, and the outcome of its resolution.
認定電子決済等代行事業者協会は、第一項の申出、苦情に係る事情及びその解決の結果について会員に周知させなければならない。