Page 25 - FIGI Digital Financial Services Consumer Competency Framework

3�3 Post-transaction Phase
The competences for the post-transaction phase are as follows:

3�1� Share information with the service providers (i�e� feedback) and other consumers online
To share reviews, knowledge, advice and experiences in digital financial services.
Knowledge area CA3.1-K1 Know how to find sites, communities and social media groups where con-
sumers help one another to resolve problems with DFS.
CA3.1-K2 Know how to find trustworthy websites that provide advice on DFS recog-
nizing that all information should be verified.
CA3.1-K3 Understand that information can be shared anonymously through digital
profiles.
CA3.1-K4 Know the process of sharing information via websites and social media.
CA3.1-K5 Know your rights and responsibilities of sharing information on websites and
social media.
Skills area CA3.1-S1 Share experiences, provide advice to fellow consumers on social media, digi-
tal platforms, through forum, online rating etc.
CA3.1-S2 Evaluate the information shared by peers and judge the value of the content
and appropriateness of one’s target audience.
Proactive steps CA3.1-P1 Be active in sharing one’s informed opinion about a service.
CA3.1-P2 Evaluate the reviews shared by other consumers.
CA3.1-P3 Connect with additional knowledge resources through consumer advocacy
organizations.

3�2� Know consumer rights and how to obtain redress
To know one’s rights and responsibilities as a consumer. To assert one’s rights after making a purchase. To know how to
solve problems and disputes.
Knowledge Area CA3.2-K1 Know about specific consumer rights that apply to DFS.
CA3.2-K2 Know the right to cancel a DFS transaction.
CA3.2-K3 Recognize the importance of reviewing and accepting terms and conditions
and the consequences of doing so.
CA3.2-K4 Know that consumers have access to a variety of channels to make com-
plaints such as toll free numbers, local agents, social media, and branches as well as
the regulator(s) and possibly small claims courts or financial ombudsman etc.
CA3.2-K5 Know that different types of redress options are available .
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CA3.2-K6 Know how to use consumer complaint tools, such as chat box.
CA3.2-K7 Comply with dispute resolution timelines and process requirements.
Skills Area CA3.2-S1 Use applicable consumer protection laws and exercise one’s consumer rights.
CA3.2-S2 Know how to find information for redress and be aware of consumer rights
for redress.
CA3.2-S3 Be able to write and email or file the appropriate form to cancel a purchase
or transaction.
CA3.2-S4 Be able to discern the appropriate timeframe and reasonableness of a
response from a services provider on a disputed issue.
CA3.2-S5 Be aware of and able to report suspected incidences of fraud to the provid-
er or to financial and telecom regulators.
CA3.2-S6 Be able to escalate a complaint to the DFS regulator.

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