• ITU-T Focus Group Digital Financial Services Consumer Experience and Protection
  • Foreword
  • Table of Contents
  • I Commonly identified Consumer Protection themes for Digital Financial Services
  • Executive Summary
  • 1 Introduction
  • 2 Methodology
  • 3 Key themes in Consumer Protection for Digital Financial Services
    • 3.1 Provision of Information and Transparency
    • 3.2 Dispute Resolution
    • 3.3 Fraud Prevention
    • 3.4 Data Protection and Privacy
  • Bibliography
  • II QoS and QoE Aspects of Digital Financial Services
  • Executive Summary
  • 1 Introduction
    • 1.1 Relationship of QoS and QoE
    • 1.2 Services, Applications or "Popular Services"
    • 1.3 Is DFS a "Popular Service"?
  • 2 Problem statements
    • 2.1 Different use cases
    • 2.2 Legal entities
    • 2.3 Mobile Network QoS affecting all services
    • 2.4 Possible Solutions
  • 3 Conclusions
    • 3.1 Conclusions for use case #1
    • 3.2 Conclusions for use case #2
    • 3.3 Conclusions related to the fitness for DFS
    • 3.4 Conclusions related to Digital Financial Services
  • 4 Guidance and suggestions
    • 4.1 Use case #1
    • 4.2 Use case #2
    • 4.3 Guidance related to mobile networks
    • 4.4 Guidance related to specific Digital Financial Services implementations
    • 4.5 KPIs for non-utilization stages
    • 4.6 Mystery shopping
    • 4.7 Legal entities
  • 5 Future Considerations: Top-level view
    • 5.1 Use cases and related top-level KPI
    • 5.2 Technological components of DFS
    • 5.3 Stakeholders
    • 5.4 QoS Monitoring
  • Annex A: Overview of existing standards which are related to DFS
  • Annex B: Underlying functionalities of DFS applications
    • B.1 Use Case #1
    • B.2 Use Case #2
  • Annex C: Selection of a set of KPIs appropriate for DFS
    • C.1 KPIs for non-utilization stages
    • C.2 Technical KPIs
  • III Review of DFS User Agreements in Africa: A Consumer Protection Perspective
  • Executive summary
  • 1 Introduction
  • 2 Key highlights
    • 2.1 Language of agreement & transparency of communications
    • 2.2 Provider obligations
    • 2.3 Consumer obligations
    • 2.4 Complaints handling
  • 3 Conclusions and recommendations
  • Annex 1: DFS Contracts Reviewed
  • Annex 2: Summary of findings