Page 89 - ITU-T Focus Group Digital Financial Services – Consumer Experience and Protection

ITU-T Focus Group Digital Financial Services

Consumer Experience and Protection

Does the provider seek indemnification for provider’s legal fees? No Yes No Yes No

Is there a manda- tory arbitration clause? No Yes No No No

Does the agreement limit consumer’s access to the judicial system? No No No No No

Is the capital city selected as the venue for resolution of disputes that cannot be resolved in house? No Yes No No No

Is there a charge to call the cus- tomer service hot line? No Yes N/A N/A No

Does the contract state that there is customer service hot line? Yes Yes No No No*

Does the contract indicate what the in house com- plaints procedure is for resolution of disputes? No Yes No No No

Name of T&Cs reviewed Utl-M-Sente -- Uganda MTN MTN Kongola (Jumo) Airtel Money Steward Bank Note: N/A – as there is no mention of a hotline

Uganda Zambia Zimbabwe

Country

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