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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