Page 85 - ITU-T Focus Group Digital Financial Services – Recommendations
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ITU-T Focus Group Digital Financial Services
Recommendations
on the provider’s website; statements; receipts; agreements; advertisements; and any other documents given
to the public.
Regulators may lack the resources to directly respond to all customer disputes, but in the absence of other
third-party alternatives may need to take a more active role in providing assistance. As a general good practice,
regulators should have visible and reliable procedures to advise customers on the proper steps needed to
resolve concerns with regulated entities, including DFS providers. This could start by communicating contact
information, such as a phone number and email address, for consumer inquiries in fliers posted in providers’
offices, and through local media (e.g., newspaper, radio). Regulators could consider establishing a single phone
number to call for DFS recourse. In some countries, consumers can call a single number and be auto-routed
to the call center associated with the SIM card.
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