Page 69 - ITU-T Focus Group Digital Financial Services – Consumer Experience and Protection
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ITU-T Focus Group Digital Financial Services
Consumer Experience and Protection
4) Dispute resolution:
a. Call centre numbers should be stated in the contract and it should be clear whether or not calls to
them are toll free.
b. In-house dispute resolution mechanisms should be described.
c. Venue for arbitration - customers should be allowed to commence arbitration proceedings from
locations convenient to where they reside.
d. Legal fees - clauses requiring the provider to be indemnified for legal fees should be removed to
enable low-income customers to effectively access recourse mechanisms.
5) Contracts should be as complete as possible: In some contracts, customers are asked to make reference
to other documents with regard to specific terms. Any other documents should be readily available to
the consumer, such as by being attached to the contract.
6) Contracts should clearly indicate the instances in which the consumer is liable for his or her own loss of
funds due to fraud (e.g., not keeping PIN private).
7) Contracts should clearly indicate whether funds reversals are possible and, if so, the protocol for reversing
a transaction.
8) Contracts should indicate whether the provider has a policy on funds dormancy and indicate what the
procedure is to avoid loss of funds due to dormancy or the death of the account holder (e.g., noting a
next of kin on the account as holding right of survivorship).
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