Page 78 - ITU-T Focus Group Digital Financial Services – Recommendations
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ITU-T Focus Group Digital Financial Services
Recommendations
money service provider must… put in place mechanisms for supervising the mobile money agents to ensure
agents conduct business in accordance with these Guidelines and any other relevant regulatory provisions”.
DFS providers’ corrective actions should be informed by issues identified during internal audits and through
client complaints. As agents who are treated poorly are less likely to deliver acceptable and safe services to
customers, regulators should require that DFS providers monitor agent complaints as well as client complaints.
The Smart Campaign highlights the multiple problems and complaints that agents also have with their DFS
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providers. In addition to a system that allows for the monitoring and addressing of complaints from clients
to agents, agents should also have access to a recourse mechanism(s) in order to address complaints against
their DFS providers. (Refer to recommendations on recourse.)
29 Bansal, H., Caruso, C., Kumari, T., Rizzi, A., Shrivastava, P., Yaworsky, K. (2016) The Smart Campaign, Protecting Clients and Earning
Trust, Exploring Responsible Agent Management in India http:// smartcampaign. org/ storage/ documents/ Responsible_ Agent_
Management_ Final_ 2016_ 08_ 09. pdf
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