Page 86 - ITU-T Focus Group Digital Financial Services – Consumer Experience and Protection

Consumer Experience and Protection
Yes
Yes
Yes
Yes
No
No
No
No
No
No
No
No
No
No
No
No
No
No
No*
Yes
No
No
No
No
Not stated
Not stated
Not stated
Not stated
Not stated
Not stated
Is there a Is the capital city Does the agreement selected as the Does the provider seek Is there a mandatory limit consumer’s venue for resolu- charge to call indemnification for arbitration clause? access to the judicial tion of disputes the customer provider’s legal fees? system? that cannot be service
Does the contract state that there is customer service hot line? Yes Yes Yes Yes Yes Yes Yes No* No Yes Yes No No*
Does the contract indicate what the in house com- plaints procedure is for resolution of disputes? Yes Yes Yes No Yes No Yes No No Yes No No No
iv . Complaints, dispute resolution

Name of T&Cs reviewed M-pesa (Safaricom) M-shwari (CBA/ Safaricom) Airtel Money Bosea Tigo Cash Easybank online Airtel Money T easy Mobile Stanbic Mobile Money GetBucks WeChat Wallet Tigo Pesa -- Timiza Jumo Wakala EcoCash

Kenya Ghana Malawi Nigeria South Africa T anzania
Country

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