Customer Outcomes-Based Approach to Consumer Protection: A Guide to Measuring OutcomesBased on a pilot involving the Financial Sector Conduct Authority and five financial services providers (FSPs) in South Africa, this deck shares lessons on how financial supervisors and FSPs can measure customer outcomes, which reflect the experiences and results of a customer's access to and use of financial services.
The Evolution of the Nature and Scale of DFS Consumer Risks: A Review of EvidenceWhile digital financial services have delivered substantial financial inclusion benefits and unlocked life-changing opportunities for consumers, CGAP’s latest research finds that they have exacerbated existing consumer risks and continue to introduce new and ever-evolving risks—some outgrowing consumer adoption rates.
Elevating the Collective Consumer Voice in Financial RegulationExploring the potential impact of incorporating the collective voice of consumers into financial sector policy and regulation, and opportunities for funders to help elevate these voices.
Consumer Protection and COVID-19: Borrower Risks as Economies ReopenLockdowns have put consumers in financial need and providers under stress, setting the stage for consumer protection challenges to emerge around the provision of credit. In this Briefing, we offer preliminary recommendations for policy makers, regulators, and FSPs on how to keep borrower financial needs front and center without putting excessive stress on FSPs.
Rapid Account Opening in a PandemicGovernments and funders worldwide are responding to the severe economic blow from the COVID-19 pandemic by delivering social assistance payments to families and individuals. Increasingly, they are turning to digital delivery for disbursements, which has accelerated the demand for financial services providers (FSPs) to be able to open formal financial accounts rapidly and with minimal or zero physical contact with customers.
India's New Approach to Personal Data-SharingAs more and more people begin to conduct transactions online, questions have emerged about how to provide millions of customers adequate data protection and privacy. India's solution to this challenge is account aggregators (AA).
Making Consumer Protection Regulation More Customer-CentricWith the customer outcomes-based approach emerging as a promising consumer protection paradigm, this research identifies the core components of the approach that help authorities make financial consumer protection regulation more customer-centric.
Making Data Work for the PoorThe consumer consent model for data privacy and protection is broken. It’s time for a new data paradigm whereby financial services providers and data collectors take greater responsibility for protecting customers’ data.
How to Make Data Work for the PoorIt's time for new approaches to data protection and privacy. This infographic showcases CGAP's solution in a visual format.