# 銀行法 / Banking Act — 第五十二条の六十一の二十三 (Article 52-61-23) - Law: 銀行法 (Banking Act), 昭和五十六年法律第五十九号 - English title "Banking Act": Ministry of Justice translation - Kind: Act — the distinction between 法律 (Act), 政令 (Cabinet Order), 省令 (Ministerial Order) and 条例 (local ordinance) decides who may issue it and what it may say. - Provision: 第五十二条の六十一の二十三 (Article 52-61-23)（利用者からの苦情に関する対応） — address `art-52-61-23` - Text in force since: 2026-08-12 - URL (the page that opens at this provision): https://japanlaw.org/en/banking-act/art-52-61-23 - Permanent URL (e-Gov law ID, never renamed): https://japanlaw.org/l/356AC0000000059/art-52-61-23 - Every provision below carries its address and both URLs on the line under it. - Japanese text: e-Gov 法令検索, Digital Agency (デジタル庁). English: as marked on each line below. Only the Japanese as published by the government has legal effect; the text below is a copy of it. Every English rendering below is a translation and says which kind: the Ministry of Justice's translation, or this site's machine translation, whose model and date the Sources list names. They are never merged and never substituted for one another. --- ### 第五十二条の六十一の二十三（利用者からの苦情に関する対応） — (Handling Complaints from Users) caption: Ministry of Justice translation — Japanese Law Translation Database System art-52-61-23 · https://japanlaw.org/en/banking-act/art-52-61-23 · https://japanlaw.org/l/356AC0000000059/art-52-61-23 **第一項** 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。 art-52-61-23/par-1 · https://japanlaw.org/en/banking-act/art-52-61-23/par-1 · https://japanlaw.org/l/356AC0000000059/art-52-61-23/par-1 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. Ministry of Justice translation — Japanese Law Translation Database System **第二項** 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。 art-52-61-23/par-2 · https://japanlaw.org/en/banking-act/art-52-61-23/par-2 · https://japanlaw.org/l/356AC0000000059/art-52-61-23/par-2 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. Ministry of Justice translation — Japanese Law Translation Database System **第三項** 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。 art-52-61-23/par-3 · https://japanlaw.org/en/banking-act/art-52-61-23/par-3 · https://japanlaw.org/l/356AC0000000059/art-52-61-23/par-3 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. Ministry of Justice translation — Japanese Law Translation Database System **第四項** 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。 art-52-61-23/par-4 · https://japanlaw.org/en/banking-act/art-52-61-23/par-4 · https://japanlaw.org/l/356AC0000000059/art-52-61-23/par-4 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. Ministry of Justice translation — Japanese Law Translation Database System --- ## Cites - art-52-61-23/par-2: 前項 → 銀行法 第五十二条の六十一の二十三第一項 (Article 52-61-23, paragraph (1)), art-52-61-23/par-1 — https://japanlaw.org/en/banking-act/art-52-61-23/par-1 · https://japanlaw.org/l/356AC0000000059/art-52-61-23/par-1 - art-52-61-23/par-3: 前項 → 銀行法 第五十二条の六十一の二十三第二項 (Article 52-61-23, paragraph (2)), art-52-61-23/par-2 — https://japanlaw.org/en/banking-act/art-52-61-23/par-2 · https://japanlaw.org/l/356AC0000000059/art-52-61-23/par-2 - art-52-61-23/par-4: 第一項 → 銀行法 第五十二条の六十一の二十三第一項 (Article 52-61-23, paragraph (1)), art-52-61-23/par-1 — https://japanlaw.org/en/banking-act/art-52-61-23/par-1 · https://japanlaw.org/l/356AC0000000059/art-52-61-23/par-1 ## Cited by 4 provisions cite this one. No official source publishes this direction. - 銀行法 第五十二条の六十の八第二項（電子決済等取扱業に関する特例） — https://japanlaw.org/en/banking-act/art-52-60-8/par-2 · https://japanlaw.org/l/356AC0000000059/art-52-60-8/par-2 - 銀行法 第五十二条の六十一の二十三第二項（利用者からの苦情に関する対応） — https://japanlaw.org/en/banking-act/art-52-61-23/par-2 · https://japanlaw.org/l/356AC0000000059/art-52-61-23/par-2 - 銀行法 第五十二条の六十一の二十三第三項（利用者からの苦情に関する対応） — https://japanlaw.org/en/banking-act/art-52-61-23/par-3 · https://japanlaw.org/l/356AC0000000059/art-52-61-23/par-3 - 銀行法 第五十二条の六十一の二十三第四項（利用者からの苦情に関する対応） — https://japanlaw.org/en/banking-act/art-52-61-23/par-4 · https://japanlaw.org/l/356AC0000000059/art-52-61-23/par-4 --- ## Sources - e-Gov 法令検索, Digital Agency (デジタル庁) — 銀行法 — the text in force from 2026-08-12 (https://laws.e-gov.go.jp/law/356AC0000000059/20260812_508AC0000000064), retrieved 2026-10-11 - Japanese Law Translation Database System, Ministry of Justice (法務省) — Banking Act — Ministry of Justice translation (https://www.japaneselawtranslation.go.jp/en/laws/view/4498/tb), retrieved 2026-10-11 - This site's parser, version 189 — 銀行法 — structure, counts, cross-references and defined terms, computed 2026-10-11