Page 87 - 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
Does the provider seek indemnification for provider’s legal fees? No Yes Yes No No Yes Yes Yes No Yes No No Yes
Is there a mandatory arbitration clause? Yes Yes No No No No No No No No No No No
Does the agreement limit consumer’s access to the judicial system? No No No No No No No No No No No No No
Is the capital city selected as the venue for resolu- tion of disputes that cannot be resolved in house? Yes Yes No* No No No Yes No No No No No No
Is there a charge to call the customer service hot line? Not stated Not stated Not stated Not stated Not stated Not stated Not stated Not stated Not stated Not stated Not stated N/A Not stated
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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