Page 103 - ITU-T Focus Group Digital Financial Services – Recommendations
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ITU-T Focus Group Digital Financial Services
Recommendations
In such cases, the licensed institution will be responsible for the management and extension of credit while
the DFS provider provides the delivery channel.
AFI recommends that potential gaps in recourse mechanisms also be reviewed to ensure ease of access
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to customers through both digital and non-digital channels, regardless of whether the provider is subject
to financial sector regulation. CGAP reports that partnerships in digital credit and other sophisticated non-
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payment products may require new approaches to complaints handling. Kenya’s M-Shwari has a dedicated
complaints team within MNO Safaricom’s call center to respond to inquiries, resolve issues, encourage timely
repayment, and support delinquent borrowers.
68 Mazer, R., Fiorillo, A., Digital Credit: Consumer Protection for M-Shwari and M-Pawa Users (2015) http:// www. cgap. org/ blog/
digital- credit- consumer- protection- m- shwari- and- m- pawa- users
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