# 資金決済に関する法律 / Payment Services Act — 第九十一条 (Article 91) - Law: 資金決済に関する法律 (Payment Services Act), 平成二十一年法律第五十九号 - English title "Payment Services 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: 第九十一条 (Article 91)（利用者からの苦情に関する対応） — address `art-91` - Text in force since: 2026-08-12 - URL (the page that opens at this provision): https://japanlaw.org/ja/payment-services-act/art-91 - Permanent URL (e-Gov law ID, never renamed): https://japanlaw.org/l/421AC0000000059/art-91 - 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. --- ### 第九十一条（利用者からの苦情に関する対応） — (Responses to Complaints from Users) caption: Ministry of Justice translation — Japanese Law Translation Database System art-91 · https://japanlaw.org/ja/payment-services-act/art-91 · https://japanlaw.org/l/421AC0000000059/art-91 **第一項** 認定資金決済事業者協会は、前払式支払手段、資金移動業、電子決済手段等取引業、暗号資産交換業又は電子決済手段・暗号資産サービス仲介業の利用者から会員の行う前払式支払手段の発行の業務、資金移動業、電子決済手段等取引業若しくは暗号資産交換業又は電子決済手段・暗号資産サービス仲介業者の行う電子決済手段・暗号資産サービス仲介業に関する苦情について解決の申出があったときは、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、当該会員又は当該電子決済手段・暗号資産サービス仲介業者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-91/par-1 · https://japanlaw.org/ja/payment-services-act/art-91/par-1 · https://japanlaw.org/l/421AC0000000059/art-91/par-1 When a user of prepaid payment instruments, funds transfer services, electronic payment instruments services, cryptoasset exchange services or electronic payment instruments and cryptoasset intermediary services files an application for resolution of a complaint concerning the business of issuing prepaid payment instruments, funds transfer services, electronic payment instruments services or cryptoasset exchange services carried out by a member, or the electronic payment instruments and cryptoasset intermediary services carried out by an electronic payment instruments and cryptoasset intermediary service provider, a certified association for payment service providers must respond to requests for consultation, provide necessary advice to the applicant, investigate the circumstances pertaining to the complaint, and request the member or the electronic payment instruments and cryptoasset intermediary service provider to expedite the process by informing the details of the complaint. machine translation, not official **第二項** 認定資金決済事業者協会は、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、当該会員又は当該電子決済手段・暗号資産サービス仲介業者に対し、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-91/par-2 · https://japanlaw.org/ja/payment-services-act/art-91/par-2 · https://japanlaw.org/l/421AC0000000059/art-91/par-2 When a certified association for payment service providers finds it necessary for resolving a complaint pertaining to an application referred to in the preceding paragraph, it may request the relevant member or the relevant electronic payment instruments and cryptoasset intermediary service provider to provide a written or oral explanation or submit materials. machine translation, not official **第三項** 会員又は電子決済手段・暗号資産サービス仲介業者は、認定資金決済事業者協会から前項の規定による求めがあったときは、正当な理由がないのに、これを拒んではならない。 art-91/par-3 · https://japanlaw.org/ja/payment-services-act/art-91/par-3 · https://japanlaw.org/l/421AC0000000059/art-91/par-3 When a certified association for payment service providers makes a request to a member or an electronic payment instruments and cryptoasset intermediary service provider pursuant to the provisions of the preceding paragraph, the member or the electronic payment instruments and cryptoasset intermediary service provider must not refuse this without reasonable grounds. machine translation, not official **第四項** 認定資金決済事業者協会は、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又は電子決済手段・暗号資産サービス仲介業者に周知させなければならない。 art-91/par-4 · https://japanlaw.org/ja/payment-services-act/art-91/par-4 · https://japanlaw.org/l/421AC0000000059/art-91/par-4 A certified association for payment service providers must make applications referred to in paragraph (1), circumstances pertaining to the complaints, and the outcome of any resolution known to the members or electronic payment instruments and cryptoasset intermediary service providers. machine translation, not official **第五項** 第一項の規定は、認定資金決済事業者協会が第九十九条第一項の規定による指定を受けている場合において、第一項の申出が当該指定に係る紛争解決等業務の種別に関する苦情に係るものであるときは、適用しない。 art-91/par-5 · https://japanlaw.org/ja/payment-services-act/art-91/par-5 · https://japanlaw.org/l/421AC0000000059/art-91/par-5 If a certified association for payment service providers is designated pursuant to the provisions of Article 99, paragraph (1), when the application referred to in paragraph (1) is related to complaints concerning the types of dispute resolution services pertaining to the designation, the provisions of paragraph (1) do not apply. Ministry of Justice translation — Japanese Law Translation Database System --- ## Cites - art-91/par-2: 前項 → 資金決済に関する法律 第九十一条第一項 (Article 91, paragraph (1)), art-91/par-1 — https://japanlaw.org/ja/payment-services-act/art-91/par-1 · https://japanlaw.org/l/421AC0000000059/art-91/par-1 - art-91/par-3: 前項 → 資金決済に関する法律 第九十一条第二項 (Article 91, paragraph (2)), art-91/par-2 — https://japanlaw.org/ja/payment-services-act/art-91/par-2 · https://japanlaw.org/l/421AC0000000059/art-91/par-2 - art-91/par-4: 第一項 → 資金決済に関する法律 第九十一条第一項 (Article 91, paragraph (1)), art-91/par-1 — https://japanlaw.org/ja/payment-services-act/art-91/par-1 · https://japanlaw.org/l/421AC0000000059/art-91/par-1 - art-91/par-5: 第一項 → 資金決済に関する法律 第九十一条第一項 (Article 91, paragraph (1)), art-91/par-1 — https://japanlaw.org/ja/payment-services-act/art-91/par-1 · https://japanlaw.org/l/421AC0000000059/art-91/par-1 - art-91/par-5: 第九十九条第一項 → 資金決済に関する法律 第九十九条第一項 (Article 99, paragraph (1)), art-99/par-1 — https://japanlaw.org/ja/payment-services-act/art-99/par-1 · https://japanlaw.org/l/421AC0000000059/art-99/par-1 ## Cited by 4 provisions cite this one. No official source publishes this direction. - 資金決済に関する法律 第九十一条第二項（利用者からの苦情に関する対応） — https://japanlaw.org/ja/payment-services-act/art-91/par-2 · https://japanlaw.org/l/421AC0000000059/art-91/par-2 - 資金決済に関する法律 第九十一条第三項（利用者からの苦情に関する対応） — https://japanlaw.org/ja/payment-services-act/art-91/par-3 · https://japanlaw.org/l/421AC0000000059/art-91/par-3 - 資金決済に関する法律 第九十一条第四項（利用者からの苦情に関する対応） — https://japanlaw.org/ja/payment-services-act/art-91/par-4 · https://japanlaw.org/l/421AC0000000059/art-91/par-4 - 資金決済に関する法律 第九十一条第五項（利用者からの苦情に関する対応） — https://japanlaw.org/ja/payment-services-act/art-91/par-5 · https://japanlaw.org/l/421AC0000000059/art-91/par-5 --- ## Sources - e-Gov 法令検索, Digital Agency (デジタル庁) — 資金決済に関する法律 — the text in force from 2026-08-12 (https://laws.e-gov.go.jp/law/421AC0000000059/20260812_508AC0000000064), retrieved 2026-10-12 - Japanese Law Translation Database System, Ministry of Justice (法務省) — Payment Services Act — Ministry of Justice translation (https://www.japaneselawtranslation.go.jp/en/laws/view/4477/tb), retrieved 2026-10-12 - claude-sonnet-5-5 — Machine translation, batch payment-services-act-20261012T054915-008, translated 2026-10-12 - This site's parser, version 189 — 資金決済に関する法律 — structure, counts, cross-references and defined terms, computed 2026-10-12