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Rpublique SENEG (Q1_1) A1. RESPONDING COUNTRY: Dmocratique Uganda AL du Congo Minist Banque Bank of re de (Q2_1) A2.

RESPONDING INSTITUTION: Centrale du Uganda l'Econo Congo mie et (Q3_1) A3. Name [Question: PERSON El Hadji NDAYA Polycar RESPONSIBLE FOR COMPLETING THE Birane ILUNGA p QUESTIONNAIRE:] DIOP (Q3_2) A3. Surname [Question: PERSON RESPONSIBLE FOR COMPLETING THE QUESTIONNAIRE:] (Q3_3) A3. Title [Question: PERSON RESPONSIBLE FOR COMPLETING THE QUESTIONNAIRE:] (Q3_4) A3. Department [Question: PERSON RESPONSIBLE FOR COMPLETING THE QUESTIONNAIRE:] (Q4_1) A4. EMAIL CONTACT: (Q5_1) A5. <br><hr>How many agencies in your country are responsible for market conduct regulation, supervision and Marie-Jos

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Marie-Jose Ndaya Ilunga

(Q89_A_1) Agency Name. Banque [Topic:Agency 1; Category:Name of Centrale du Agency; Question:What agencies in Congo your country are responsible for market (Q89_A_2) Agency Name. [Topic:Agency 2; Category:Name of Agency; Question:What agencies in your country are responsible (Q89_A_3) Agency Name. for market [Topic:Agency 3; Category:Name of Agency; Question:What agencies in your country are responsible for market (Q89_A_4) Agency Name. [Topic:Agency 4; Category:Name of Agency; Question:What agencies in your country are responsible for market

Musing uzi Polycar p Bank of Uganda

El Hadji Birane Diop Directi on de la Capital Rglem Directi Market on de s la Authori microfi Uganda Banque Insuran ce Commi Ministr Central e des Etats Observ

Andran Ali ik Faroun Grigory an palesti Central

Laura Luis Mr Shaohu de Trevino Musap a Alcanta Garza enda ra Institut State Central Bank of ne Bank of Central o Admini Bank Zambia moneta Armeni del Nacion stration (BANC ry a Paragu al de O DE Institut Banco for Nation Pensio o Nacion al ns and Nacion al de Bankin Insuran al de g and ce Ministe Angola Nation Securiti rio de Industri ay

Benign o Maria Lopez Benitez Banco

Maria Belinda Caraan Bangko Sentral ng Pilipina Securiti

Boris Prokop yev Federal Service on Consu Ministr

Hasting s Mzoma RESERV E BANK OF MALA

y of atoire Finance de la , Qualit Directi on de Bank of la Uganda Rglem To issue market conduc To To Central Bank of Armeni a To To issue issue market market conduc conduc To To supervi supervi supervi supervi se se se se financi financi financi financi To To To To enforce enforce enforce enforce market market market market conduc conduc conduc conduc Others Others Banco Central del Paragu To issue market conduc To Institut o Nacion al de To issue market conduc State Admini stration for To issue market conduc -

es and y of Exchan Finance ge Philippi of the Ministr al es and ne y for Commi Exchan Deposit Econo ssion ge Insuran Compe Insuran mic Insuran Federal ce and tition ce Financi Surety and Commi al Nation Consu ssion Market Central Bank (BANC O DE To issue market conduc To supervi se financi To

Banque Centrale du Congo (Q6_A_1) 1A. To issue market conduct To issue regulations [Topic:%[Agency market Name]Q89_A_1%; Category:Market conduct Conduct; Question:What are the main regulations (Q6_A_2) 1A. To supervise financial To supervise institutions' compliance with market financial conduct regulations [Topic:%[Agency institutions' Name]Q89_A_1%; Category:Market compliance (Q6_A_3) 1A. To enforce market A1 conduct regulations [Topic:%[Agency Name]Q89_A_1%; Category:Market Conduct; Question:What are the main (Q6_A_4) 1A. Others [Topic:%[Agency Name]Q89_A_1%; Category:Market Conduct; Question:What are the main functions of the agency for market -

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A2

Capital Market s Authori

Directi on de la microfi

Institut o Nacion al de

Banco Nacion al de Angola

Nation al Bankin g and

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(Q6_A_5) 1A. To issue market conduct regulations [Topic:%[Agency Name]Q89_A_2%; Category:Market Conduct; Question:What are the main (Q6_A_6) 1A. To supervise financial institutions' compliance with market conduct regulations [Topic:%[Agency Name]Q89_A_2%; Category:Market (Q6_A_7) 1A. To enforce market conduct regulations [Topic:%[Agency Name]Q89_A_2%; Category:Market Conduct; Question:What are the main (Q6_A_8) 1A. Others [Topic:%[Agency Name]Q89_A_2%; Category:Market Conduct; Question:What are the main functions of the agency for market -

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A3

Uganda Insuran ce Commi

Banque Central e des Etats

Ministe rio de Industri ay

Nation al Commi ssion

Securiti es and Exchan ge

(Q6_A_9) 1A. To issue market conduct regulations [Topic:%[Agency Name]Q89_A_3%; Category:Market Conduct; Question:What are the main (Q6_A_10) 1A. To supervise financial institutions' compliance with market conduct regulations [Topic:%[Agency Name]Q89_A_3%;enforce market (Q6_A_11) 1A. To Category:Market -

To issue market conduc -

To issue market conduc To supervi se financi To

To issue market conduc To supervi se financi To

To issue market conduc To

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conduct regulations [Topic:%[Agency Name]Q89_A_3%; Category:Market Conduct; Question:What are the main (Q6_A_12) 1A. Others [Topic:%[Agency Name]Q89_A_3%; Category:Market Conduct; Question:What are the main functions of the agency for market -

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A4

Ministr y of Finance ,

Observ atoire de la Qualit

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Compe tition and Consu

(Q6_A_13) 1A. To issue market conduct regulations [Topic:%[Agency Name]Q89_A_4%; Category:Market Conduct; Question:What arefinancial (Q6_A_14) 1A. To supervise the main institutions' compliance with market conduct regulations [Topic:%[Agency Name]Q89_A_4%; Category:Market (Q6_A_15) 1A. To enforce market -

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To issue market conduc

conduct regulations [Topic:%[Agency Name]Q89_A_4%; Category:Market Conduct; Question:What are the main (Q6_A_16) 1A. Others [Topic:%[Agency Name]Q89_A_4%; Category:Market Conduct; Question:What are the main functions of the agency for market -

supervi se financi To To enforce enforce enforce market market market conduc conduc conduc Others -

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(Q6_B_1) 1A. [Topic:%[Agency Name]Q89_A_1%; Category:Please explain for "Others"; Question:What are the main functions of the agency (Q6_B_2) 1A. [Topic:%[Agency Name]Q89_A_2%; Category:Please explain for "Others"; Question:What are the main functions of the agency (Q6_B_3) 1A. [Topic:%[Agency Name]Q89_A_3%; Category:Please explain for "Others"; Question:What are the main functions of the agency (Q6_B_4) 1A. [Topic:%[Agency Name]Q89_A_4%; Category:Please explain for "Others"; Question:What

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Constit ution Central Bank law -

Constit Constit ution ution

Central Central Central Bank Bank Bank law law law Consu mer protect ion law -

Central Central Central Bank Bank Bank law law law Consu Consu Consu mer mer mer protect protect protect ion law ion law Financi ion law al consum er Bankin Bankin Bankin g law g law g law Microfi nance law -

Consu mer protect ion law -

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Microfi Microfi nance nance law law -

Cooper atives law

Others -

Others Others -

Others -

Others Others Others

(Q8_A_9) 1B. Constitution [Topic:%[Agency Name]Q89_A_2%; Category:A; Question:What is the legal basis for the agency s work in (Q8_A_10) 1B. Central Bank law [Topic:%[Agency Name]Q89_A_2%; Category:A; Question:What is the legal basis for the agency s work in (Q8_A_11) 1B. Consumer protection law [Topic:%[Agency Name]Q89_A_2%; Category:A; Question:What is the legal basis for the agency s work in (Q8_A_12) 1B. Financial consumer protection law [Topic:%[Agency Name]Q89_A_2%; Category:A; Question:WhatBanking lawbasis for the (Q8_A_13) 1B. is the legal [Topic:%[Agency Name]Q89_A_2%; Category:A; Question:What is the legal basis for the agency s work in (Q8_A_14) 1B. Microfinance law [Topic:%[Agency Name]Q89_A_2%; Category:A; Question:What is the legal basis for the agency s work in (Q8_A_15) 1B. Cooperatives law [Topic:%[Agency Name]Q89_A_2%; Category:A; Question:What is the legal basis for the agency s work in (Q8_A_16) 1B. Others [Topic:%[Agency Name]Q89_A_2%; Category:A; Question:What is the legal basis for the agency s work in regulating,

Central Bank law -

Bankin g law Microfi nance law Cooper atives law

Bankin g law Microfi nance law -

Microfi nance law -

Cooper atives law -

Others -

Others Others Others -

(Q8_A_17) 1B. Constitution [Topic:%[Agency Name]Q89_A_3%; Category:A; Question:What is the legal basis for the agency s Bank law (Q8_A_18) 1B. Centralwork in [Topic:%[Agency Name]Q89_A_3%; Category:A; Question:What is the legal basis for the agency s work in (Q8_A_19) 1B. Consumer protection law [Topic:%[Agency Name]Q89_A_3%; Category:A; Question:What is the legal basis for the agency s work in (Q8_A_20) 1B. Financial consumer protection law [Topic:%[Agency Name]Q89_A_3%; Category:A; -

Constit ution

Constit ution Central Bank law Consu mer protect ion law Financi al consum

Central Bank law -

Consu mer protect ion law -

(Q8_A_21) 1B. Banking law [Topic:%[Agency Name]Q89_A_3%; Category:A; Question:What is the legal basis for the agency s work in (Q8_A_22) 1B. Microfinance law [Topic:%[Agency Name]Q89_A_3%; Category:A; Question:What is the legal basis for the agency s work in (Q8_A_23) 1B. Cooperatives law [Topic:%[Agency Name]Q89_A_3%; Category:A; Question:What is the legal basis for the agency s work in (Q8_A_24) 1B. Others [Topic:%[Agency Name]Q89_A_3%; Category:A; Question:What is the legal basis for the agency s work in regulating,

Bankin g law Microfi nance law -

Bankin g law Microfi nance law Cooper atives law

Others -

Others Others Others Others -

(Q8_A_25) 1B. Constitution [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:What is the legal basis for the agency s Bank law (Q8_A_26) 1B. Centralwork in [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:What is the legal basis for the agency s work in (Q8_A_27) 1B. Consumer protection law [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:What is the legal basis for the agency s work in (Q8_A_28) 1B. Financial consumer protection law [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:WhatBanking lawbasis for the (Q8_A_29) 1B. is the legal [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:What is the legal basis for the agency s work in (Q8_A_30) 1B. Microfinance law [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:What is the legal basis for the agency s work in (Q8_A_31) 1B. Cooperatives law [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:What is the legal basis for the agency s [Topic:%[Agency (Q8_A_32) 1B. Others work in Name]Q89_A_4%; Category:A; Question:What is the legal basis for the agency s work in regulating,

Constit ution

Consu mer protect ion law Financi al consum er -

Consu mer protect ion law -

Bankin g law

Microfi nance law -

Others -

Others Others Others Others -

(Q8_B_1) 1B. [Topic:%[Agency Name]Q89_A_1%; Category:Please explain for "Others"; Question:What is the legal basis[Topic:%[Agency work in (Q8_B_2) 1B. for the agency s Name]Q89_A_2%; Category:Please explain for "Others"; Question:What is the legal 1B. for the agency s (Q8_B_3)basis[Topic:%[Agency work in Name]Q89_A_3%; Category:Please explain for "Others"; Question:What is the legal basis[Topic:%[Agency work in (Q8_B_4) 1B. for the agency s Name]Q89_A_4%; Category:Please explain for "Others"; Question:What is the legal basis for the agency s work in

Bank of Uganda Financi al of Act Parliam ent Act of Parliam ent New Depart ment of

consum er protect

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Ministr y is respon sible Agency is respon sible

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al financi al

Others Others Others -

(Q9_A_19) 2B. Constitution [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:What is the basis for the agency s work in promoting (Q9_A_20) 2B. Central Bank law [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:What is the basis for the agency s work in promoting (Q9_A_21) 2B. Consumer protection law [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:What is the basis for the agency s work in financial (Q9_A_22) 2B. National promoting inclusion strategy [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:What is the basis for the (Q9_A_23) 2B. National financial -

education/literacy strategy [Topic:%[Agency Name]Q89_A_4%; Category:A;2B. Others [Topic:%[Agency (Q9_A_24) Question:What is the basis Name]Q89_A_4%; Category:A; Question:What is the basis for the agency s 2B. in promoting consumer (Q9_B_1)work[Topic:%[Agency Name]Q89_A_1%; Category:Please explain for "Others"; Question:What is the basis for the agency s work in (Q9_B_2) 2B. [Topic:%[Agency Name]Q89_A_2%; Category:Please explain for "Others"; Question:What is the basis 2B. [Topic:%[Agency (Q9_B_3)for the agency s work in Name]Q89_A_3%; Category:Please explain for "Others"; Question:What is the basis for the agency s work in (Q9_B_4) 2B. [Topic:%[Agency Name]Q89_A_4%; Category:Please explain for "Others"; Question:What is the basis for the agency s work in (Q90_A_1) 1&2C. Personal loans originated by banks [Topic:%[Agency Name]Q89_A_1%; Category:A; Question:What financial products and (Q90_A_2) 1&2C. Personal loans -

Nation al financi al Nation Nation al al financi financi al al bankin g law -

Consu mer protect ion law -

Nation al financi al Nation al financi al 1.Finan cial Service s Act

Law on Protect ion of Consu

For the Transp arency and Bankin

Disclos ure require ments Disclos

Others 1. Financi al Sector Financi al Sector Forum( Financi al Sector Forum( Financi

Cooper atives Law

g law ure (article require 101). Disclos Annual ments Progra ure m require Assesm ments

originated by non-bank financial institutions [Topic:%[Agency Name]Q89_A_1%; Category:A; (Q90_A_3) 1&2C. Credit cards issued by banks [Topic:%[Agency Name]Q89_A_1%; Category:A; Question:What financial cards issued by (Q90_A_4) 1&2C. Credit products and non-bank financial institutions [Topic:%[Agency Name]Q89_A_1%; Category:A; Question:What financial (Q90_A_5) 1&2C. Deposit and savings products [Topic:%[Agency Name]Q89_A_1%; Category:A; Question:What financial products and (Q90_A_6) 1&2C. Insurance products [Topic:%[Agency Name]Q89_A_1%; Category:A; Question:What financial products and services are under the (Q90_A_7) 1&2C. Islamic banking products [Topic:%[Agency Name]Q89_A_1%; Category:A; Question:What financial products and (Q90_A_8) 1&2C. Islamic insurance products [Topic:%[Agency Name]Q89_A_1%; Category:A; Question:What financial products and (Q90_A_9) 1&2C. Money transfer [Topic:%[Agency Name]Q89_A_1%; Category:A; Question:What financial products and services are under the (Q90_A_10) 1&2C. Mobile financial -

Person al loans originat Person ed by Person al loans al loans originat originat ed by Credit ed by cards issued by

Person al loans originat ed by -

al Sector Forum( Person Person Person al loans al loans al loans originat originat originat ed by ed by ed by Person Person Person al loans al loans originat originat ed by Credit Credit ed by cards cards issued issued by Credit by

Person al loans originat ed by Person

Credit cards issued by non- Deposit and savings product -

al loans al loans originat originat ed by Credit Credit ed by cards cards issued issued by by Credit

cards cards issued issued by nonDeposit Deposit Deposit by nonDeposit and and and and savings savings savings savings product product product product Insuran Insuran ce ce product product s Islamic s bankin g product Money transfe r Mobile financi al service Invest Money transfe r Mobile financi al service Invest

Islamic bankin g product -

Money transfe r Mobile financi al service -

Money transfe r Mobile financi al service Invest

Money transfe r -

services/e-money [Topic:%[Agency Name]Q89_A_1%; Category:A; Question:What financial products and (Q90_A_11) 1&2C. Investment products [Topic:%[Agency Name]Q89_A_1%; Category:A; Question:What financial products and services are under the (Q90_A_12) 1&2C. Financial advice [Topic:%[Agency Name]Q89_A_1%; Category:A; Question:What financial products and services are under the (Q90_A_13) 1&2C. Personal loans originated by banks [Topic:%[Agency Name]Q89_A_2%; Category:A; -

Invest ment product s -

Financi Financi al al advice advice -

ment ment ment product product product s s s Financi al advice

Person al loans originat

(Q90_A_14) 1&2C. Personal loans originated by non-bank financial institutions [Topic:%[Agency Name]Q89_A_2%; Category:A; issued (Q90_A_15) 1&2C. Credit cards by banks [Topic:%[Agency Name]Q89_A_2%; Category:A; Question:What financial products and (Q90_A_16) 1&2C. Credit cards issued

Person al loans originat ed by -

Person al loans originat ed by -

Person al loans originat ed by Credit cards issued by -

by non-bank financial institutions [Topic:%[Agency Name]Q89_A_2%; Category:A; Question:Whatand savings (Q90_A_17) 1&2C. Deposit financial products [Topic:%[Agency Name]Q89_A_2%; Category:A; Question:What financial products and (Q90_A_18) 1&2C. Insurance products [Topic:%[Agency Name]Q89_A_2%; Category:A; Question:What financial products and services are under the (Q90_A_19) 1&2C. Islamic banking products [Topic:%[Agency Name]Q89_A_2%; Category:A; Question:What financial products and (Q90_A_20) 1&2C. Islamic insurance products [Topic:%[Agency Name]Q89_A_2%; Category:A; Question:What financial products and (Q90_A_21) 1&2C. Money transfer [Topic:%[Agency Name]Q89_A_2%; Category:A; Question:What financial products and services are financial (Q90_A_22) 1&2C. Mobileunder the -

Deposit and savings product Insuran ce product s -

Deposit and savings product Insuran ce product s -

services/e-money [Topic:%[Agency Name]Q89_A_2%; Category:A; Question:What financial products and (Q90_A_23) 1&2C. Investment products [Topic:%[Agency Name]Q89_A_2%; Category:A; Question:What financial products and services are under the (Q90_A_24) 1&2C. Financial advice [Topic:%[Agency Name]Q89_A_2%; Category:A; Question:What financial products and services are under the (Q90_A_25) 1&2C. Personal loans originated by banks [Topic:%[Agency Name]Q89_A_3%; Category:A; Question:What financial products (Q90_A_26) 1&2C. Personal loans and originated by non-bank financial institutions [Topic:%[Agency Name]Q89_A_3%; Category:A; issued (Q90_A_27) 1&2C. Credit cards by banks [Topic:%[Agency Name]Q89_A_3%; Category:A; Question:What financial products and (Q90_A_28) 1&2C. Credit cards issued -

Invest Invest ment ment product product s s -

Money transfe r Mobile financi al service -

Person al loans originat ed by -

Person al loans originat ed by -

by non-bank financial institutions [Topic:%[Agency Name]Q89_A_3%; Category:A; Question:Whatand savings (Q90_A_29) 1&2C. Deposit financial products [Topic:%[Agency Name]Q89_A_3%; Category:A; Question:What financial products and (Q90_A_30) 1&2C. Insurance products [Topic:%[Agency Name]Q89_A_3%; Category:A; Question:What financial products and services are under the (Q90_A_31) 1&2C. Islamic banking products [Topic:%[Agency Name]Q89_A_3%; Category:A; Question:What financial products and (Q90_A_32) 1&2C. Islamic insurance products [Topic:%[Agency Name]Q89_A_3%; Category:A; Question:What financial products and (Q90_A_33) 1&2C. Money transfer [Topic:%[Agency Name]Q89_A_3%; Category:A; Question:What financial products and services are under the (Q90_A_34) 1&2C. Mobile financial -

Deposit Deposit and and savings savings product product -

services/e-money [Topic:%[Agency Name]Q89_A_3%; Category:A; Question:What financial products and (Q90_A_35) 1&2C. Investment products [Topic:%[Agency Name]Q89_A_3%; Category:A; Question:What financial products and services are under the (Q90_A_36) 1&2C. Financial advice [Topic:%[Agency Name]Q89_A_3%; Category:A; Question:What financial -

Invest ment product s -

(Q90_A_37) 1&2C. Personal loans originated by banks [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:What financial products and (Q90_A_38) 1&2C. Personal loans originated by non-bank financial institutions [Topic:%[Agency Name]Q89_A_4%; Category:A; issued (Q90_A_39) 1&2C. Credit cards by banks [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:What financial products and (Q90_A_40) 1&2C. Credit cards issued

Person al loans originat ed by Person al loans originat ed by Credit cards issued by Credit cards issued by nonDeposit and savings product Insuran ce product s Islamic bankin g product Islamic insuran ce product Money transfe r Mobile financi al service Invest ment product s Financi consum er awaren ess No

Person al loans originat ed by Person al loans originat ed by Credit cards issued by Credit cards issued by nonDeposit

by non-bank financial institutions [Topic:%[Agency Name]Q89_A_4%; Category:A; 1&2C. Deposit financial (Q90_A_41) Question:Whatand savings products [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:What financial products and (Q90_A_42) 1&2C. Insurance products [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:What financial products and services are banking (Q90_A_43) 1&2C. Islamicunder the products [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:What financial products and (Q90_A_44) 1&2C. Islamic insurance products [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:What financial products and (Q90_A_45) 1&2C. Money transfer [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:What financial products and services are under the (Q90_A_46) 1&2C. Mobile financial -

and savings product Insuran Insuran ce ce product product s s -

services/e-money [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:What financial products and (Q90_A_47) 1&2C. Investment products [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:What financial products and services are under the (Q90_A_48) 1&2C. Financial advice [Topic:%[Agency Name]Q89_A_4%; Category:A; Question:What financial products and services are under the (Q11) 3. Please describe any -

Islamic insuran ce Money product transfe r Mobile financi al service Invest ment product s Memor anda of Unders tanding Yes, 1. Philippi ne financi Yes, -

institutional arrangements that help to no facilitate coordination among the agenciesDo consumer advocacy (Q12) 4. you identified. organizations play a role in designing No and implementing policies related to financial consumer empowerment (Q12SPECIFIED_1) 4. Yes, please and describe Specify [Question: Do consumer advocacy organizations play a role in designing and implementing

al advice Bank of La Uganda coordin ,Financi ation al entre Yes, Yes, please please describ describ e e part Ils sont and prsent parcel dans of les

There is no other agencie No

There are cooper ation No

Banxico : Financi al Yes,

Usually inter agency coordin Yes,

The two no agencie s are No No

Reserv e Bank of Malawi Yes, please describ e They are involve d in

please please please please describ describ describ describ e e e Disclos e In There ure of Particip crafting are main ation in consum many charact stakeh er workin

(Q14_1) 5. The high level of borrowing from loan sharks, where there is no consumer protection [Question: What are the two main weaknessesof people (Q14_2) 5. The high numbers in the without access to any formal financial services [Question: What are the two main weaknesses inof market conduct The lack of (Q14_3) 5. The lack the financial sector regulatory framework [Question: What market are the two main weaknesses in the conduct financial 5. The lack of supervision and regulatory sector in your country with (Q14_4) enforcement of the existing market conduct regulations [Question: What are the two main weaknesses in the (Q14_5) 5. Misleading disclosure [Question: What are the two main weaknesses in the financial sector in -

The high numbe rs of -

The high numbe rs of -

The high numbe rs of -

The high numbe rs of -

The high numbe rs of -

The high numbe rs of -

The lack of supervi sion -

The high numbe rs of The lack of market conduc The -

The high numbe rs of The lack of market conduc -

lack of supervi sion -

(Q14_6) 5. Hidden fees and charges [Question: What are the two main weaknesses in the financial sector in your country with regards to the areas (Q14_7) 5. Increasing levels of overindebtedness [Question: What are the two main weaknesses in the financial sector in5. Lack of understanding ofto (Q14_8) your country with regards the problems of financial sector clients [Question: What are the two main weaknesses in the data of the levelin (Q14_9) 5. Lack of financial sector of -

Lack of data of literacy of the population [Question: the level of What are the two main weaknesses in literacy of the the financial sector in of financial (Q14_10) 5. Low level your country with population Low literacy of the population [Question: level of What are the two main weaknesses in financi the financialWeak inter-agency al (Q14_11) 5. sector in your country with coordination [Question: What are the two main weaknesses in the financial sector in 5. Consumer empowerment (Q14_12)your country with regards to -

Low level of financi al -

Low level of financi al -

Low level of financi al -

Low level of financi al -

Low level of financi al -

Lack of data of the level of Low Low Low level of level of level of financi financi financi al al al -

Low level of financi al -

programs have been implemented with scarce results [Question: What are the two main weaknesses in the financial

[Question: What are the two main level of weaknesses in the financial sector in the level of literacy of the financi your population al

The lack of market conduct regulatory of Lack of data

The high numbe rs of Low

Low level of financi al

The high numbe rs of Low

The lack of supervi sion Low

The high numbe rs of Low

The high numbe rs of Low

The lack of market conduc The

The high numbe rs of Low

The high numbe rs of Low

The lack of market Lack of conduc data of

The high numbe rs of Low

The high numbe rs of Low

level of level of level of level of lack of level of level of the level of level of financi financi financi financi supervi financi financi level of financi financi al al al al sion al al al al

(Q15_1) 6. To expand/clarify the mandate of your institution [Question: What are your institution s two main priorities for the next year? Please (Q15_2) 6. To ensure effective consumer protection for bank clients [Question: What are your institution s two main priorities forthe coverage of (Q15_3) 6. To expand the next year? the current regulatory framework to protect microfinance and microcredit clients [Question: What are your (Q15_4) 6. To expand the coverage of the current regulatory framework to protect users of innovative channels such as mobile financial services of (Q15_5) 6. To expand the scope -

To ensure effectiv e -

To ensure effectiv e -

To ensure effectiv e -

To expand the coverage of the current regulatory -

To expand the covera -

To ensure effectiv e -

To ensure effectiv e -

To expand /clarify the -

To expand the covera -

To expand the covera -

consumer protection regulation to achieve uniformity across the financial sector (including, e.g., insurance, (Q15_6) 6. To introduce minimum market conduct standards to apply to NBFIs (with lower requirements than commercial banks) [Question: What are (Q15_7) 6. To protect consumers from unregulated providers (e.g. unregulated money-lenders and loan sharks) who frequently engage in to (Q15_8) 6. To introduce solutions -

To expand the scope -

To protect consum ers -

prevent over-indebtedness [Question: What are your institution s two main priorities6. Stronger enforcement (Q15_9) for the next year? Please powers and penalties [Question: What are your institution s two main priorities forTo assess year? Please (Q15_10) 6. the next the level of financial literacy [Question: What are your institution s two main priorities for the next year? Please select up to (Q15_11) 6. To increase the level of financial literacy [Question: What are your institution s two main priorities for the next year? Please select up to (Q15_12) 6. To improve inter-agency To increase the level of financial literacy

To increas e the level of -

To increas e the level of -

To increas e the level of -

To increas e the level of -

Stronge r enforce ment To To To assess assess assess the the the level of level of To level of To To increas increas increas e the e the e the level of level of level of -

To increas e the level of -

coordination [Question: What are your institution s two main priorities for the

(Q15_13) 6. To evaluate costeffectiveness of implemented consumer empowerment programs in order to inform future initiatives (Q15_14) 6. Others, please explain [Question: What are your institution s two main priorities for the next year? Please select up to two priorities] (Q15SPECIFIED_14) 6. Others, please explain Specify [Question: What are your institution s two main priorities for the next year? Please select up to

Others, please explain Elabora tion of new mecha

prepar ed to instrum ent the

To expand the coverage of the current regulatory To increase What are your institution s two main the level of financial priorities for the next year? literacy

To protect consum ers To

To expand the covera To

To ensure effectiv e To

To increas e the level of Others,

To ensure effectiv e To

To ensure effectiv e To

To ensure effectiv e To

To ensure effectiv e To

Stronge r enforce ment To

To expand /clarify the To

To expand the scope To

To expand the covera To

increas increas increas please expand increas assess assess increas assess increas increas e the e the e the explain the e the the the e the the e the e the level of level of level of Elabora covera level of level of level of level of level of level of level of prepar tion of ed to new instrum mecha ent the

(Q16_1) 7. General consumer protection laws or regulations that apply to the financial sector [Question: What legal Specific laws or regulations (Q16_2) 7. or regulatory documents

that govern financial consumer protection [Question: What legal or regulatory Banking or govern market (Q16_3) 7. documents financial laws or Banking or regulations that include general clauses financial laws or requirements in relation to or regulations consumer protection [Question: What that include (Q16_4) 7. Banking or financial laws or regulations that include specific clauses or requirements in relation to consumer Others, please explain (Q16_5) 7.protection [Question: What [Question: What legal or regulatory documents govern market conduct regulation in your country?] please (Q16SPECIFIED_5) 7. Others, explain Specify [Question: What legal or regulatory documents govern market conduct regulation in your -

Genera l consum Specific er laws or regulati ons Bankin g or financi al laws Bankin g or financi al laws -

Genera l consum er Specific

Genera l consum er

Genera l consum er Bankin g or financi al laws Bankin

Genera l consum er -

Genera l consum er Specific

Genera l consum er -

Genera l consum er -

Genera l consum er Specific

laws or regulati ons Bankin g or financi al laws Bankin g or financi al laws Others,

laws or regulati ons Bankin Bankin Bankin g or g or g or financi financi financi al laws al laws al laws Bankin g or financi al laws Others, please explain CNBV: Financi al service

laws or regulati Bankin Bankin ons g or g or financi financi al laws al laws Bankin g or financi al laws -

g or financi al laws -

please explain Genera Regulat l laws ion on consum Terms, er code of

(Q17_1) 8. Personal loans originated by Personal loans banks [Question: If market conduct originated by standards are in place (either through banks legislation Personal loans originated by (Q17_2) 8. or regulations),which non-bank financial institutions [Question: If market conduct standards are in placeCredit cards issued by banks (Q17_3) 8. (either through legislation [Question: If market conduct standards are in place (either through legislation or regulations),which products/services (Q17_4) 8. Credit cards issued by nonbank financial institutions [Question: If market conduct standards are in place (either through legislation or (Q17_5) 8. Deposit and savings Deposit and products [Question: If market conduct savings standards are in place (either through products legislation or regulations),which (Q17_6) 8. Insurance products [Question: If market conduct standards are in place (either through legislation or regulations),which products/services (Q17_7) 8. Islamic banking products [Question: If market conduct standards are in place (either through legislation or regulations),which products/services (Q17_8) 8. Islamic insurance products [Question: If market conduct standards are in place (either through legislation

Person al loans originat ed by -

Person al loans originat ed by Person

Person al loans originat ed by

Person al loans originat ed by Person

Person al loans originat ed by

Person al loans originat ed by Person al loans originat ed by Credit

Person al loans originat ed by Person al loans originat ed by Credit

Person al loans originat ed by Person al loans originat ed by Credit

Person al loans originat ed by Person al loans originat ed by Credit

Person al loans originat ed by Person al loans originat ed by Credit

Person al loans originat ed by Person

Person al loans originat ed by

al loans originat ed by Credit Credit cards cards issued issued by Credit by

al loans originat ed by Credit Credit cards cards issued issued by by

al loans originat ed by Credit

cards cards issued issued by by

cards cards issued issued by Credit by

cards cards issued issued by Credit by

cards cards cards issued issued issued by non- Deposit Deposit Deposit Deposit Deposit by non- Deposit by non- Deposit Deposit Deposit Deposit Deposit and and and and and and and and and and and savings savings savings savings savings savings savings savings savings savings savings product product product product product product product product product product product Insuran Insuran Insuran Insuran Insuran Insuran Insuran Insuran Insuran Insuran ce ce ce ce product product product product s s Islamic s Islamic s bankin g product bankin g product ce ce ce ce ce ce product product product product product product s s s s s Islamic s bankin g product Islamic insuran ce -

(Q17_9) 8. Money transfer [Question: If market conduct standards are in place (either through legislation or regulations),which products/services (Q17_10) 8. Mobile financial services/emoney [Question: If market conduct standards are in place (either through legislation8. Investment products (Q17_11) or regulations),which -

[Question: If market conduct standards are in place (either through legislation or regulations),which advice [Question: (Q17_12) 8. Financial products/services If market conduct standards are in place (either through legislation or regulations),which products/services -

Invest Invest Invest ment ment ment ment product product product product s s s Financi s al advice -

Money transfe r Mobile financi al service Invest

Money transfe r -

Money Money Money Money transfe transfe transfe transfe r r r r Mobile Mobile Mobile financi financi financi al al al service service service Invest Invest Invest

Money transfe r Mobile financi al service Invest Invest ment ment ment ment ment ment product product product product product product s s s Financi s Financi s Financi s Financi al al al al advice advice advice advice

Money transfe r Mobile financi al service Invest

(Q18_1) 8A. Pricing [Question: What areas are covered?] (Q18_2) 8A. Transparency and disclosure [Question: What areas are covered?] (Q18_3) 8A. Advertising [Question: What areas are covered?] (Q18_4) 8A. Introduction of new products [Question: What areas are covered?]

Pricing Pricing Transp arency and disclos Transp arency and disclos Adverti sing Transp arency and disclos Adverti sing

Transp arency and disclos -

Pricing Pricing Pricing Transp arency and disclos Adverti sing Transp arency and disclos Adverti sing Transp arency and disclos Adverti sing Transp arency and disclos Adverti sing

Transp arency and disclos Adverti sing

Pricing Pricing Transp arency and disclos Adverti sing Transp arency and disclos Adverti sing

Transp Transparency arency and disclosure and disclos -

Introduction of new products

(Q18_5) 8A. Suitability of products and services [Question: What areas are covered?] (Q18_6) 8A. Financial advice given to clients [Question: What areas are covered?] (Q18_7) 8A. Fair treatment [Question: What areas are covered?] (Q18_8) 8A. Unfair, deceptive or aggressive sale practices [Question: What areas are covered?] (Q18_9) 8A. Reckless lending [Question: What areas are covered?] (Q18_10) 8A. Cooling-off period [Question: What areas are covered?]

Introdu Introdu ction of ction of new new product product Suitabil Suitabil ity of ity of product product s and s and Fair treatm ent Unfair, decepti ve or aggress -

Introdu Introdu Introdu Introdu Introdu Introdu ction of ction of ction of ction of ction of ction of new new new new new new product product product product product product Suitabil Suitabil Suitabil Suitabil ity of ity of product product s and s and Financi Financi al advice given Fair ity of ity of product product s and s and -

Financial advice given to clients

Fair Fair treatment treatm ent Unfair, decepti ve or Reckles aggress Reckles s s lending lending -

Fair treatm ent Unfair, decepti ve or aggress -

al advice given Fair Fair Fair treatm treatm treatm treatm ent ent ent ent Unfair, Unfair, Unfair, decepti decepti decepti ve or ve or ve or aggress Reckles aggress aggress Reckles s s lending lending -

Fair treatm ent Unfair, Unfair, Unfair, decepti decepti decepti ve or ve or ve or aggress aggress aggress Reckles s lending

(Q18_11) 8A. Debt collection practices Debt collection [Question: What areas are covered?] practices (Q18_12) 8A. Protection of personal data and information [Question: What areas are covered?] (Q18_13) 8A. Prevision of procedures to handle claims [Question: What areas are covered?] (Q18_14) 8A. Dispute resolution mechanisms [Question: What areas are covered?] (Q18_15) 8A. Deposit protection scheme [Question: What areas are covered?] -

Coolingoff period Debt Debt collecti collecti on on practic Protect Protect practic ion of ion of person person al data al data Previsi Previsi Previsi on of proced ures to Dispute on of proced ures to Dispute

Debt collecti on practic Protect Protect ion of ion of person person al data al data Previsi on of proced ures to Dispute

Coolingoff period Debt Debt Debt collecti collecti collecti on on on practic practic Protect Protect practic Protect Protect ion of ion of ion of ion of person person person person al data al data al data al data Previsi Previsi Previsi on of proced ures to Dispute on of proced ures to Dispute

Coolingoff period Debt collecti on practic Protect ion of person al data Previsi on of proced ures to Dispute resoluti on mecha Deposit protect ion scheme Reporti Reporti ng of ng of client s client s compla compla -

(Q18_16) 8A. Reporting of client s complaints to the regulator [Question: What areas are covered?] (Q18_17) 8A. Others, please explain [Question: What areas are covered?] (Q18SPECIFIED_17) 8A. Others, please explain Specify [Question: What areas are covered?] -

resoluti on Deposit mecha Deposit protect protect ion ion scheme scheme Reporti ng of client s compla -

on of proced ures to Dispute Dispute resoluti resoluti resoluti resoluti resoluti resoluti resoluti on on on on on on on mecha mecha Deposit mecha mecha mecha mecha mecha Deposit Deposit Deposit Deposit protect protect protect protect protect ion ion ion ion ion Reporti scheme scheme Reporti scheme scheme Reporti scheme Reporti ng of ng of ng of ng of client s client s client s client s compla compla compla Others, compla Others, please explain 1) Priority service please explain Interm ediatio n -

on of proced ures to Dispute

(Q19_1) 8B. Banks [Question: What providers are required to comply?]

Banks

Banks Nonbank financi al Insuran ce compa nies -

Banks

Banks

Banks

Banks

Banks Nonbank financi al -

Banks Nonbank financi al Insuran ce compa nies E-

Banks Nonbank financi al Insuran ce compa nies E-

Banks Nonbank financi al Insuran ce compa nies E-

Banks Nonbank financi al Insuran ce compa nies E-

Banks Nonbank financi al Insuran

Banks Nonbank financi al Insuran

(Q19_2) 8B. Non-bank financial Non-bank institutions [Question: What providers financial are required to comply?] institutions (Q19_3) 8B. Insurance companies [Question: What providers are required to comply?] (Q19_4) 8B. E-money issuers [Question: What providers are required to comply?] (Q19_5) 8B. Mobile money service providers [Question: What providers are required to comply?] -

Nonbank financi al Insuran ce compa nies Emoney issuers Mobile money service provide Moneyl enders/ pawnsh ops Invest

Nonbank financi al Insuran Insuran ce ce compa compa nies nies -

ce ce compa compa nies nies E-

(Q19_6) 8B. Moneylenders/pawnshops [Question: What providers are required to comply?] (Q19_7) 8B. Investment firms [Question: What providers are required to comply?] (Q19_8) 8B. Financial advisers [Question: What providers are required to comply?] (Q20_1) 9. In-site inspections In-site [Question: What market conduct inspections oversight activities can be undertaken by the agencies you identified?] (Q20_2) 9. Off-site inspections Off-site [Question: What market conduct inspections oversight activities can be undertaken by the agencies you identified?] (Q20_3) 9. Media monitoring [Question: What market conduct oversight activities can be undertaken by the agencies you shopping (Q20_4) 9. Mystery identified?] -

Invest ment firms

Moneyl enders/ pawnsh ops Invest ment firms -

money money money money money issuers issuers issuers issuers issuers Mobile Mobile Mobile Mobile money money money money service service service service provide provide provide provide Moneyl Moneyl Moneyl enders/ enders/ enders/ pawnsh pawnsh pawnsh ops Invest Invest Invest ops Invest ops Invest ment firms ment firms ment firms -

ment firms Financi al adviser In-site s In-site In-site inspecti inspecti inspecti ons ons ons

ment firms Financi al adviser In-site In-site In-site s In-site inspecti inspecti inspecti inspecti ons ons ons ons

In-site In-site inspecti inspecti ons ons

Invest ment ment firms firms Financi Financi al al adviser adviser s In-site s In-site inspecti inspecti ons ons Off-site Off-site inspecti inspecti ons ons Media monito ring Myster y shoppi ng Media monito ring Myster y shoppi ng

Off-site Off-site Off-site Off-site Off-site Off-site Off-site Off-site Off-site inspecti inspecti inspecti inspecti inspecti inspecti inspecti inspecti inspecti ons ons ons ons ons ons ons ons ons Media Media Media monito monito monito ring ring ring Myster y shoppi ng Media Media Media Media monito monito monito monito ring ring ring ring There are other metho For the Bangko Sentral, as part

[Question: What market conduct oversight activities can be undertaken by the agencies you identified?] (Q20_5) 9. There are other methods of monitoring compliance. Please describe [Question: What market conduct oversight activities9. Thereundertaken (Q20SPECIFIED_5) can be are other methods of monitoring compliance. Please describe Specify [Question: What market conduct oversight

(Q21) 9A. For In-site inspections, how many inspections are performed per year ?

21-50

21-50

21-50

21-50

<20

21-50

21-50

<20

21-50

21-50

>100

<20

(Q22) 9B. For Off-site inspections, how many inspections are performed per 50-100 year ? (Q23) 10. Is there a specific checklist or auditing program that focuses on No consumer protection issues? (Q24) 11. Are there dedicated staff responsible for market conduct No supervision at any of the agencies you identified in question 1? (Q25) 12. Is market conduct supervision a general duty of supervisory staff (e.g. Yes banking department) in the course of normal inspections? the agencies (Q26) 13. Can any of identified in question 1 impose remedial actions? No

21-50

>100

21-50

<20

<20

>100

21-50

50-100 >100

>100

<20

No

Yes

Yes

Yes

No

No

No

Yes

No

No

No

No

No

Yes

Yes

Yes

No

No

Yes

Yes

Yes

No

Yes

No

Yes

Yes

No

Yes

Yes

No

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

(Q27_1) 14. Letters of warning or Letters of similar [Question: What is the nature of warning or the enforcement action?] similar

Letters Letters Letters Letters Letters Letters Letters Letters Letters Letters Letters Letters of of of of of of of of of of of of warnin warnin warnin warnin warnin warnin warnin warnin warnin warnin warnin warnin

(Q27_2) 14. Monetary fines [Question: What is the nature of the enforcement action?] (Q27_3) 14. Name and shame [Question: What is the nature of the enforcement action?] (Q27_4) 14. Legal prosecution [Question: What is the nature of the enforcement action?] (Q27_5) 14. Others, please describe [Question: What is the nature of the enforcement action?] (Q27SPECIFIED_5) 14. Others, please describe Specify [Question: What is the nature of the enforcement action?] -

Monet Monet Monet Monet ary ary ary ary fines fines fines fines -

Monet Monet Monet Monet Monet ary ary ary ary ary fines fines fines fines fines Name and shame -

Name and shame

Legal Legal prosec prosec ution ution -

Others, please describ e Financi al system Mediat

Legal Legal Legal Legal prosec prosec prosec prosec ution ution ution ution Others, please describ e Supervi sory actions such as

Legal Legal prosec prosec ution ution -

(Q28_A_1) 14A. [Topic:Letters of warning or similar; Category:A; 6 - 10 Question:Please indicate the number of times this action[Topic:Monetary taken (Q28_A_2) 14A. of this type was fines; Category:A; Question:Please indicate the number of times this action of this type was taken [Topic: (Q28_A_3) 14A.in 2010:]Name and shame ; Category:A; Question:Please indicate the number of times this action of this type14A. taken in 2010:] (Q28_A_4) was [Topic:Legal prosecution; Category:A; Question:Please indicate the number of times this 14A. (Q28_A_5)action of this type was taken [Topic:%Q27SPECIFIED_5%; Category:A; Question:Please indicate the number of times this action of this type was taken

1-5

6 - 10

21 - 50

51 100

1-5

1-5

> 100

11 - 20 6 - 10

1-5

> 100

1-5

1-5

21 - 50 1 - 5

21 - 50

21 - 50 > 100

1-5

1-5

1-5

1-5

11 - 20

1-5

1-5

1-5

51 100

1-5

1-5

1-5

21 - 50

21 - 50

1-5

(Q29) 15. Are there industry codes of conduct in your country which identify No specific market conduct standards?

No

No

No

No

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

(Q30_1) 16. Personal loans originated by banks [Question: If codes of conduct are in place, which products/services are covered?] (Q30_2) 16. Personal loans originated by non-bank financial institutions [Question: If codes of conduct are in place, which products/services by (Q30_3) 16. Credit cards issued are banks [Question: If codes of conduct are in place, which products/services are covered?] (Q30_4) 16. Credit cards issued by nonbank financial institutions [Question: If codes of conduct are in place, which products/services are covered?] (Q30_5) 16. Deposit and savings products [Question: If codes of conduct are in place, which products/services are covered?] (Q30_6) 16. Insurance products [Question: If codes of conduct are in place, which products/services are covered?] Islamic banking products (Q30_7) 16. [Question: If codes of conduct are in place, which products/services are covered?] Islamic insurance products (Q30_8) 16. [Question: If codes of conduct are in place, which products/services are covered?] Money transfer [Question: (Q30_9) 16. If codes of conduct are in place, which products/services are covered?]

Person al loans originat ed by -

Person al loans originat ed by -

Person al loans originat ed by Credit cards issued by -

Person al loans originat ed by -

Person al loans originat ed by -

Person al loans originat ed by Person

Credit cards issued by -

al loans originat ed by Credit Credit Credit cards cards cards issued issued issued by by by -

Deposit and savings product -

Deposit Deposit and and savings savings product product Insuran ce product s -

Deposit Deposit and and savings savings product product Insuran Insuran ce ce product product s s -

Insuran ce product s -

Money transfe r

Money Money transfe transfe r r

(Q30_10) 16. Mobile financial services/e-money [Question: If codes of conduct are in place, which products/services are covered?] (Q30_11) 16. Investment products [Question: If codes of conduct are in place, which products/services are covered?]16. Financial advice (Q30_12) [Question: If codes of conduct are in place, which products/services are covered?]

Mobile financi al service Invest

Mobile financi al service Invest

Invest ment product s -

ment ment product product s Financi s al advice

(Q31_1) 16A. Pricing [Question: What areas are covered?] (Q31_2) 16A. Transparency and disclosure [Question: What areas are covered?] (Q31_3) 16A. Advertising [Question: What areas are covered?] (Q31_4) 16A. Introduction of new products [Question: What areas are covered?] (Q31_5) 16A. Suitability of products and services [Question: What areas are covered?] (Q31_6) 16A. Financial advice given to clients [Question: What areas are covered?] (Q31_7) 16A. Fair treatment [Question: What areas are covered?] (Q31_8) 16A. Unfair, deceptive or aggressive sale practices [Question: What areas are covered?] (Q31_9) 16A. Reckless lending [Question: What areas are covered?] (Q31_10) 16A. Cooling-off period [Question: What areas are covered?] (Q31_11) 16A. Debt collection practices [Question: What areas are covered?] (Q31_12) 16A. Protection of personal data and information [Question: What areas are covered?] (Q31_13) 16A. Prevision of procedures to handle claims [Question: What areas are covered?] (Q31_14) 16A. Dispute resolution mechanisms [Question: What areas are covered?] (Q31_15) 16A. Deposit protection scheme [Question: What areas are covered?] (Q31_16) 16A. Reporting of client s complaints to the regulator [Question: What areas are covered?] (Q31_17) 16A. Others, please explain [Question: What areas are covered?] (Q31SPECIFIED_17) 16A. Others, please explain Specify [Question: What areas are covered?]

Transp arency and disclos -

Pricing Pricing Pricing Pricing Transp arency and disclos Adverti sing Transp arency and disclos Adverti sing Transp arency and disclos Adverti sing Transp arency and disclos -

Introdu Introdu ction of ction of new new product Suitabil Suitabil product Suitabil ity of ity of ity of product product product s and s and s and Financi Financi al advice given Fair treatm ent Unfair, decepti ve or aggress al advice given Fair Fair treatm treatm ent ent Unfair, decepti ve or aggress -

Fair treatm ent Unfair, decepti ve or aggress Reckles

s lending -

Debt collecti on Protect practic Protect Protect ion of ion of ion of person person person al data Previsi al data al data on of proced ures to Dispute

Protect ion of person al data Previsi on of proced ures to Dispute

Protect ion of person al data Previsi on of proced ures to Dispute

resoluti on Deposit mecha protect ion scheme Reporti ng of client s compla -

resoluti resoluti on on mecha mecha -

Reporti ng of client s compla -

(Q32_1) 16B. Banks [Question: What providers are required to comply?] (Q32_2) 16B. Non-bank financial institutions [Question: What providers are required to comply?] (Q32_3) 16B. Insurance companies [Question: What providers are required to comply?] (Q32_4) 16B. E-money issuers [Question: What providers are required to comply?] (Q32_5) 16B. Mobile money service providers [Question: What providers are required to comply?] (Q32_6) 16B. Moneylenders/pawnshops [Question: What providers are required to comply?] (Q32_7) 16B. Investment firms [Question: What providers are required to comply?] (Q32_8) 16B. Financial advisers [Question: What providers are required to comply?]

Banks

Banks

Banks

Banks

Banks

Nonbank financi Insuran al ce compa nies -

Nonbank financi al Insuran Insuran ce ce compa compa nies nies -

Mobile money service provide Moneyl enders/ pawnsh ops Invest ment firms Financi al adviser s

(Q13) 17. Is there a self-regulatory body (or bodies) that is responsible for enforcing of the standards? (Q13SPECIFIED_1) 17. Yes, please describe Specify [Question: Is there a self-regulatory body (or bodies) that is responsible for enforcing of the (Q33_1) 18. Banks [Question: What types of providers have to comply with the standards or codes of conduct?] (Q33_2) 18. Non-bank financial institutions [Question: What types of providers have to comply with the standards orInsuranceconduct?] (Q33_3) 18. codes of companies [Question: What types of providers have to comply with the standards or codes of conduct?] (Q33_4) 18. E-money issuers [Question: What types of providers have to comply with the standards or codes of conduct?] Mobile money service (Q33_5) 18. providers [Question: What types of providers have to comply with the standards or codes of conduct?] (Q33_6) 18. Moneylenders/pawnshops [Question: What types of providers have to comply with the standards or codes of 18. Investment firms (Q33_7) conduct?] [Question: What types of providers have to comply with the standards or codes of 18. Financial advisers (Q33_8) conduct?] [Question: What types of providers have to comply with the standards or codes of conduct?]

No

No

Yes, please describ e China

Yes, please describ e Bankin

Yes, please describ e Banker

Yes, please describ e What

Yes, please describ e For

Yes, please describ e Malawi

Bankin g law s the g provide Associa credit Associa s the tion of card Banks Banks Banks Banks Banks Banks

instanc Stock e, Exchan Associa ge; -

Nonbank financi al -

Insuran ce compa nies -

Insuran ce compa nies -

Nonbank financi Insuran al ce compa nies -

Invest ment firms -

Invest ment firms Financi al adviser s

(Q34) 19. Has the regulator endorsed the code of conduct? (Q35) 20. Does your country have transparency and disclosure regulations?

Yes

Yes

No

Yes

Yes

No

No

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

(Q36) 21. If so, what is the price Annual calculation formula mandated for credit Percentage products? Rate (APR)

Other Effectiv There Annual Effectiv There There Effectiv Total Effectiv Total There price e is no Percent e is no is no e Cost of e Cost of is no calculat Interest specific age Interest specific specific Interest Credit Interest Credit specific

(Q37_1) 21A. Origination fee [Question: If you selected a, b, c, or d, what Origination fee specific charges and fees are included in the formula?] (Q37_2) 21A. Administration or documentation fee [Question: If you selected a, b, c, or d, what specific charges and fees are included in the you (Q37_3) 21A. Legal fee [Question: If selected a, b, c, or d, what specific charges and fees are included in the formula?] (Q37_4) 21A. Service fee (monthly, transaction, etc.) [Question: If you selected a, b, c, or d, what specific charges 21A. Debt collection in the (Q37_5) and fees are includedfees [Question: If you selected a, b, c, or d, what specific charges and fees are included 21A. Credit life insurance or (Q37_6) in the formula?] -

Origina Origina Origina Origina tion fee tion fee tion fee tion fee Admini stration or docum Legal fee Service fee (month ly, Credit life insuran ce or Admini stration or docum Admini stration or docum Legal fee

Origina Origina tion fee tion fee Admini stration or docum Admini stration or docum -

Origina tion fee Admini stration or docum Legal fee Service fee (month ly, Debt

Service fee (month ly, -

Service fee (month ly, -

PPI [Question: If you selected a, b, c, or d, what specific charges and fees are included in the formula?] (Q37_7) 21A. Other, please describe [Question: If you selected a, b, c, or d, what specific charges and fees are included in the formula?] (Q37SPECIFIED_7) 21A. Other, please -

Other, please describ e undiscl osed softwar e No No

Credit life insuran ce or Other, please describ e for fees accoun t openin

describe Specify [Question: If you selected a, b, c, or d, what specific charges and fees are included in the (Q38) 22. Is a specific format mandated Yes for loan documentation?

collecti on fees Credit Credit Credit life life life insuran insuran insuran ce or ce or Other, ce or Other, please please describ describ e e All Finance compul charges sory which fees include Yes No Yes No No

Yes

No

No

Yes

No

(Q39_A_1) 23-1. In the contract [Topic:Interest earned; Category:A; In the contract Question:What information is required to be disclosed to the client?Deposit (Q39_A_2) 23-1. In the contract [Topic:Account opening fees; In the contract Category:A; Question:What information is required contract (Q39_A_3) 23-1. In the to be disclosed [Topic:Annual fees; Category:A; In the contract Question:What information is required to be disclosed to the client?Deposit (Q39_A_4) 23-1. In the contract [Topic:Charges for transactions (e.g. In the contract withdrawals); Category:A; Question:What information is required (Q39_A_5) 23-1. In the contract [Topic:Charges for account inquiries; In the contract Category:A; Question:What information is required to be disclosed (Q39_A_6) 23-1. In the contract [Topic:Account closing fees; Category:A; Question:What information is required contract (Q39_A_7) 23-1. In the to be disclosed [Topic:Others; Category:A; Question:What information is required to be disclosed to the client?Deposit -

In the contrac t In the contrac t In the contrac t In the contrac t In the contrac t In the contrac t -

In the In the In the In the In the In the In the contrac contrac contrac contrac contrac contrac contrac t t t t t t t

In the In the In the In the In the In the In the In the contrac contrac contrac contrac contrac contrac contrac contrac t t t t t t t t In the In the contrac contrac t t In the In the In the contrac contrac contrac t t t In the contrac t

In the In the In the In the In the In the In the In the contrac contrac contrac contrac contrac contrac contrac contrac t t t t t t t t In the In the contrac contrac t t In the In the contrac contrac t t In the contrac t In the In the In the In the In the contrac contrac contrac contrac contrac t t t t t In the contrac t In the In the In the contrac contrac contrac t t t In the contrac t -

(Q39_B_1) 23-1. In advertisements [Topic:Interest earned; Category:Before Sale *; Question:What information is required to23-1. In newsto the (Q39_B_2) be disclosed papers [Topic:Interest earned; Category:Before Sale *; Question:What information is required to23-1. In brochures or other (Q39_B_3) be disclosed to the informational material provided at the branch [Topic:Interest earned; Category:Before Sale *; Question:What (Q39_B_4) 23-1. In billboards at branches of institutions [Topic:Interest earned; Category:Before Sale *; Question:What information is or other (Q39_B_5) 23-1. In brochures required informational material provided by agents / correspondents [Topic:Interest earned; Category:Before Sale *; staff / (Q39_B_6) 23-1. Verbally by the agent / correspondent [Topic:Interest earned; Category:Before Sale *; -

In brochu res or other In

In brochu res or other

In adverti sement s In news papers

In adverti sement s -

In news papers In brochu res or other In In billboar billboar ds at ds at branch branch In brochu res or other Verball y by the -

In adverti sement s In news papers In brochu res or other In billboar ds at branch In brochu res or other Verball y by the

billboar ds at branch In

In brochu res or other In billboar ds at branch -

In brochu res or other In billboar ds at branch -

In brochu res or other In billboar ds at branch -

brochu res or Verball other Verball y by y by the the

Verball y by the

Verball y by the

Verball y by the

(Q39_B_7) 23-1. Others [Topic:Interest earned; Category:Before Sale *; Question:What information is required to be disclosed to the client?Deposit

Others -

(Q39_B_8) 23-1. In advertisements [Topic:Account opening fees; Category:Before Sale *; Question:What information is required to be disclosed (Q39_B_9) 23-1. In news papers [Topic:Account opening fees; Category:Before Sale *; Question:What information 23-1. In brochures or other (Q39_B_10) is required to be disclosed informational material provided at the branch [Topic:Account opening fees; Category:Before Salebillboards at (Q39_B_11) 23-1. In *; Question:What branches of institutions [Topic:Account opening fees; Category:Before Sale *; Question:What information is or other (Q39_B_12) 23-1. In brochuresrequired informational material provided by agents / correspondents [Topic:Account opening fees; Category:Before Sale *; / (Q39_B_13) 23-1. Verbally by the staff agent / correspondent [Topic:Account opening fees; Category:Before Sale *; Question:What information (Q39_B_14) 23-1. Others is required [Topic:Account opening fees; Category:Before Sale *; Question:What information is required to be disclosed

In brochu res or other In

In brochu res or other

In adverti sement s In news papers

In adverti sement s -

In adverti sement s In news papers In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

billboar ds at branch In

In brochu res or other In billboar ds at branch -

In brochu res or other In billboar ds at branch -

In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

In brochu res or other In billboar ds at branch -

brochu res or Verball other Verball y by y by the the staff / staff / -

Verball y by the staff / Others -

Verball y by the staff / -

Verball y by the staff / -

Others -

(Q39_B_15) 23-1. In advertisements [Topic:Annual fees; Category:Before Sale *; Question:What information is required to be disclosed topapers (Q39_B_16) 23-1. In news the

[Topic:Annual fees; Category:Before Sale *; Question:What information is required to 23-1. In brochures (Q39_B_17)be disclosed to the or other informational material provided at the branch [Topic:Annual fees; Category:Before Salebillboards at (Q39_B_18) 23-1. In *; Question:What branches of institutions [Topic:Annual fees; Category:Before Sale *; Question:What information is or other (Q39_B_19) 23-1. In brochuresrequired informational material provided by agents / correspondents [Topic:Annual fees; Category:Before Sale by the staff / (Q39_B_20) 23-1. Verbally *; agent / correspondent [Topic:Annual fees; Category:Before Sale *; Question:What information is required (Q39_B_21) 23-1. Others [Topic:Annual fees; Category:Before Sale *; Question:What information is required to be disclosed to the client?Deposit

In brochu res or other In

In brochu res or other

In adverti sement s In news papers

In adverti sement s In news papers In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

billboar ds at branch In

In brochu res or other In billboar ds at branch -

In brochu res or other -

brochu res or Verball other Verball y by y by the the staff / staff / -

Verball y by the staff / Others -

In brochu res or other -

Others -

(Q39_B_22) 23-1. In advertisements [Topic:Charges for transactions (e.g. withdrawals); Category:Before Sale *; Question:What information is required (Q39_B_23) 23-1. In news papers [Topic:Charges for transactions (e.g. withdrawals); Category:Before Sale *; Question:What information is required (Q39_B_24) 23-1. In brochures or other informational material provided at the branch [Topic:Charges for transactions (e.g. withdrawals);In billboards at (Q39_B_25) 23-1. Category:Before branches of institutions [Topic:Charges for transactions (e.g. withdrawals); Category:Before Salebrochures or other (Q39_B_26) 23-1. In *; Question:What informational material provided by agents / correspondents [Topic:Charges

In adverti sement s In brochu res or other In

In brochu res or other

In adverti sement s In news papers

In adverti sement s -

In adverti sement s In news papers In brochu res or other In billboar ds at branch In brochu res or

billboar ds at branch In brochu res or

In brochu res or other In billboar ds at branch -

In brochu res or other In billboar ds at branch -

In brochu res or other In billboar ds at branch In brochu res or

In brochu res or other In billboar ds at branch -

(Q39_B_27) 23-1. Verbally by the staff / agent / correspondent [Topic:Charges for transactions (e.g. withdrawals); Category:Before Sale *; Question:What (Q39_B_28) 23-1. Others [Topic:Charges for transactions (e.g. withdrawals); Category:Before Sale *; Question:What information is required

Verball y by the staff / -

Verball y by the staff / -

Verball y by the staff / Others -

Verball y by the staff / -

Verball y by the staff / Others -

Verball y by the staff / -

Verball y by the staff / -

(Q39_B_29) 23-1. In advertisements [Topic:Charges for account inquiries; Category:Before Sale *; Question:What information 23-1. In news papers (Q39_B_30) is required to be disclosed [Topic:Charges for account inquiries; Category:Before Sale *; Question:What information is required to be disclosed (Q39_B_31) 23-1. In brochures or other informational material provided at the branch [Topic:Charges for account inquiries; Category:Before Sale *; (Q39_B_32) 23-1. In billboards at branches of institutions [Topic:Charges for account inquiries; Category:Before Sale *; Question:What information is (Q39_B_33) 23-1. In brochures or other informational material provided by agents / correspondents [Topic:Charges for account 23-1. Verbally by the staff (Q39_B_34)inquiries; Category:Before / agent / correspondent [Topic:Charges for account inquiries; Category:Before Sale *; Question:What information is (Q39_B_35) 23-1. Others -

In adverti sement s -

In adverti sement s In news papers

In adverti sement s In news papers In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

In brochu res or other In billboar ds at branch In

In brochu res or other In billboar ds at branch -

In brochu res or other In billboar ds at branch -

brochu res or Verball other Verball y by y by the the staff / staff / -

Verball y by the staff / Others -

In brochu res or other Verball y by the staff / -

Verball y by the staff / -

[Topic:Charges for account inquiries; Category:Before Sale *; Question:What information is required to be disclosed

Others -

(Q39_B_36) 23-1. In advertisements [Topic:Account closing fees; Category:Before Sale *; Question:What information 23-1. In news papers (Q39_B_37) is required to be disclosed [Topic:Account closing fees; Category:Before Sale *; Question:What information is required to be disclosed (Q39_B_38) 23-1. In brochures or other informational material provided at the branch [Topic:Account closing fees; Category:Before Sale *; Question:What (Q39_B_39) 23-1. In billboards at branches of institutions [Topic:Account closing fees; Category:Before Sale *; Question:What information is required (Q39_B_40) 23-1. In brochures or other informational material provided by agents / correspondents [Topic:Account closing fees; Category:Before the *; (Q39_B_41) 23-1. Verbally by Salestaff / agent / correspondent [Topic:Account closing fees; Category:Before Sale *; Question:What information is required (Q39_B_42) 23-1. Others [Topic:Account closing fees; Category:Before Sale *; Question:What information is required to be disclosed

In adverti sement s -

In adverti sement s In news papers

In adverti sement s In news papers In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

In brochu res or other In billboar ds at branch In

In brochu res or other In billboar ds at branch -

brochu res or Verball other Verball y by y by the the staff / staff / -

Verball y by the staff / Others -

In brochu res or other Verball y by the staff / -

Verball y by the staff / -

Others -

(Q39_B_43) 23-1. In advertisements [Topic:Others; Category:Before Sale *; Question:What information is required to be disclosed to In news papers (Q39_B_44) 23-1. the client?Deposit [Topic:Others; Category:Before Sale *; Question:What information is required to be disclosed to In brochures or other (Q39_B_45) 23-1. the client?Deposit informational material provided at the branch [Topic:Others; Category:Before Sale *; Question:What information is (Q39_B_46) 23-1. In billboards at branches of institutions [Topic:Others; Category:Before Sale *; Question:What

In adverti sement s In news papers

In adverti sement s In news papers

In adverti sement s In news papers In brochu res or other In billboar ds at

In billboar ds at

In brochu res or other In billboar ds at

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In brochu res or other -

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(Q42_B_5) 23-4. In brochures or other informational material provided by agents / correspondents [Topic:Fees; Category:Before Sale *; Question:What Verbally by the (Q42_B_6) 23-4. Verbally by the staff / agent / correspondent [Topic:Fees; staff / agent / Category:Before Sale *; Question:What correspondent information is required to be disclosed (Q42_B_7) 23-4. Others [Topic:Fees; Category:Before Sale *; Question:What information is required to be disclosed to the client?Payment services] (Q42_B_8) 23-4. In advertisements [Topic:Charges for transactions; Category:Before Sale *; Question:What information is required to be disclosed (Q42_B_9) 23-4. In news papers [Topic:Charges for transactions; Category:Before Sale *; Question:What information is required to be disclosed (Q42_B_10) 23-4. In brochures or other informational material provided at the branch [Topic:Charges for transactions; Category:Before Sale *; Question:What (Q42_B_11) 23-4. In billboards at branches of institutions [Topic:Charges for transactions; Category:Before Sale *; Question:What In brochuresis other (Q42_B_12) 23-4. information or informational material provided by agents / correspondents [Topic:Charges for transactions; Category:Before Sale (Q42_B_13) 23-4. Verbally by the staff / Verbally by the agent / correspondent [Topic:Charges staff / agent / for transactions; Category:Before Sale correspondent *; Question:What Others (Q42_B_14) 23-4. information is [Topic:Charges for transactions; Category:Before Sale *; Question:What information 23-4. In advertisements (Q42_B_15) is required to be disclosed [Topic:Others; Category:Before Sale *; Question:What information is required to be disclosed to In news papers (Q42_B_16) 23-4. the client?Payment [Topic:Others; Category:Before Sale *; Question:What information is required to be disclosed to the client?Payment (Q42_B_17) 23-4. In brochures or other informational material provided at the branch [Topic:Others; Category:Before Sale *; Question:What information is (Q42_B_18) 23-4. In billboards at branches of institutions [Topic:Others; Category:Before Sale *; Question:What information 23-4. In brochures or other (Q42_B_19) is required to be disclosed informational material provided by agents / correspondents [Topic:Others; Category:Before Sale *; Question:What/ (Q42_B_20) 23-4. Verbally by the staff agent / correspondent [Topic:Others; Category:Before Sale *; Question:What information 23-4. Others be disclosed (Q42_B_21) is required to[Topic:Others; Category:Before Sale *; Question:What information is required to be disclosed to the client?Payment services] (Q42_C_1) 23-4. [Topic:Fees; Category:Please explain for "Others"; Question:What information is required to be disclosed to the client?Payment (Q42_C_2) 23-4. [Topic:Charges for transactions; Category:Please explain for "Others"; Question:What information is required to be disclosed (Q42_C_3) 23-4. [Topic:Others; Category:Please explain for "Others"; Question:What information is required to be disclosed to the client?Payment -

In brochu res or other Verball y by the staff / -

Verball y by the staff / -

Verball y by the staff / -

Verball y by the staff / -

Others -

In adverti sement s In news papers In brochu res or other In In brochu res or other

In adverti sement s -

In adverti sement s -

In brochu res or other -

In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

billboar ds at branch In

brochu res or other Verball Verball y by y by the the staff / staff / -

Verball y by the staff / -

Verball y by the staff / -

Others -

In brochu res or other -

Verball y by the staff / -

In the Web site of compa In the Web site of compa

(Q43_A_1) 23-5. In the contract [Topic:Account opening fees; In the contract Category:A; Question:What information is required contract (Q43_A_2) 23-5. In the to be disclosed [Topic:Annual fees; Category:A; In the contract Question:What information is required

In the contrac t In the contrac t

In the In the In the In the contrac contrac contrac contrac t t t t In the In the contrac contrac t t In the contrac t

(Q43_A_3) 23-5. In the contract [Topic:Charges for transactions (e.g. In the contract cash-in and cash-out); Category:A; Question:What information is required (Q43_A_4) 23-5. In the contract [Topic:Charges for account inquiries; In the contract Category:A; Question:What information is required contract (Q43_A_5) 23-5. In the to be disclosed [Topic:Others; Category:A; Question:What information is required to be disclosed to the client?E-money] (Q43_B_1) 23-5. In advertisements [Topic:Account opening fees; Category:Before Sale *; Question:What information is required to be disclosed (Q43_B_2) 23-5. In news papers [Topic:Account opening fees; Category:Before Sale *; Question:What information is required to be disclosed (Q43_B_3) 23-5. In brochures or other -

In the contrac t In the contrac t -

In the In the In the In the In the In the contrac contrac contrac contrac contrac contrac t t t t t t In the In the In the contrac contrac contrac t t t -

In adverti sement s In news papers In brochu res or other In brochu res or other Verball y by the staff / In adverti sement s In news papers In brochu res or other In brochu res or other Verball y by the staff / In adverti sement s In news papers In brochu res or other In brochu res or other Verball y by the

In brochu res or other In

informational material provided at the branch [Topic:Account opening fees; Category:Before In billboards at (Q43_B_4) 23-5. Sale *; Question:What In billboards at branches of institutions [Topic:Account branches of opening fees; Category:Before Sale *; institutions Question:What information is or other (Q43_B_5) 23-5. In brochures required informational material provided by agents / correspondents [Topic:Account opening fees; Category:Before Sale *; (Q43_B_6) 23-5. Verbally by the staff / Verbally by the agent / correspondent [Topic:Account staff / agent / opening fees; Category:Before Sale *; correspondent Question:What information is required (Q43_B_7) 23-5. Others [Topic:Account opening fees; Category:Before Sale *; Question:What information is required to be disclosed to the client?E-money] (Q43_B_8) 23-5. In advertisements [Topic:Annual fees; Category:Before Sale *; Question:What information is required to23-5. In newsto the client?E(Q43_B_9) be disclosed papers [Topic:Annual fees; Category:Before Sale *; Question:What information is required to 23-5. In brochures or other (Q43_B_10)be disclosed to the client?E-

In brochu res or other -

In brochu res or other -

billboar ds at branch In

brochu res or other Verball y by the staff / -

In brochu res or other -

Verball y by the staff / -

Others -

Others -

In brochu res or other In

informational material provided at the branch [Topic:Annual fees; Category:Before Salebillboards at (Q43_B_11) 23-5. In *; Question:What In billboards at branches of institutions [Topic:Annual branches of fees; Category:Before Sale *; institutions Question:What information is required (Q43_B_12) 23-5. In brochures or other informational material provided by agents / correspondents [Topic:Annual fees; Category:Before Sale by the staff / Verbally by the (Q43_B_13) 23-5. Verbally *; agent / correspondent [Topic:Annual staff / agent / fees; Category:Before Sale *; correspondent Question:What information is required (Q43_B_14) 23-5. Others [Topic:Annual fees; Category:Before Sale *; Question:What information is required to be disclosed to In advertisements (Q43_B_15) 23-5. the client?E-money] [Topic:Charges for transactions (e.g. cash-in and cash-out); Category:Before Sale *; Question:What information is (Q43_B_16) 23-5. In news papers [Topic:Charges for transactions (e.g. cash-in and cash-out); Category:Before Sale *; Question:What information is (Q43_B_17) 23-5. In brochures or other informational material provided at the branch [Topic:Charges for transactions (e.g. cash-in 23-5. In billboards at (Q43_B_18) and cash-out); In billboards at branches of institutions [Topic:Charges branches of for transactions (e.g. cash-in and cash- institutions out); Category:Before Sale *; or other (Q43_B_19) 23-5. In brochures informational material provided by agents / correspondents [Topic:Charges for transactions (e.g. cash-in and cash- / Verbally by the (Q43_B_20) 23-5. Verbally by the staff -

In brochu res or other -

In brochu res or other -

billboar ds at branch In

brochu res or other Verball y by the staff / -

In brochu res or other -

Verball y by the staff / -

Others -

Others In adverti sement s -

In brochu res or other In

In brochu res or other -

In brochu res or other -

billboar ds at branch In

brochu res or Verball other Verball agent / correspondent [Topic:Charges staff / agent / y by y by for transactions (e.g. cash-in and cash- correspondent the the -

In brochu res or other Verball y by the -

Verball y by the

(Q43_B_21) 23-5. Others [Topic:Charges for transactions (e.g. cash-in and cash-out); Category:Before Sale *; Question:What information is (Q43_B_22) 23-5. In advertisements [Topic:Charges for account inquiries; Category:Before Sale *; Question:What information is required to be disclosed (Q43_B_23) 23-5. In news papers [Topic:Charges for account inquiries; Category:Before Sale *; Question:What information is required to be disclosed (Q43_B_24) 23-5. In brochures or other

Others -

Others -

In adverti sement s In news papers In brochu res or other In brochu res or other Verball y by the staff / -

informational material provided at the branch [Topic:Charges for account inquiries; Category:Before Sale *; (Q43_B_25) 23-5. In billboards at In billboards at branches of institutions [Topic:Charges branches of for account inquiries; Category:Before institutions Sale *; Question:What information is (Q43_B_26) 23-5. In brochures or other informational material provided by agents / correspondents [Topic:Charges for account 23-5. Verbally by the staff (Q43_B_27)inquiries; Category:Before / Verbally by the agent / correspondent [Topic:Charges for account inquiries; Category:Before Sale *; Question:What information is (Q43_B_28) 23-5. Others staff / agent / correspondent -

In brochu res or other In billboar ds at branch In

In brochu res or other -

brochu res or other Verball y by the staff / -

In brochu res or other -

[Topic:Charges for account inquiries; Category:Before Sale *; Question:What information 23-5. In advertisements (Q43_B_29) is required to be disclosed [Topic:Others; Category:Before Sale *; Question:What information is required to be disclosed to In news papers (Q43_B_30) 23-5. the client?E-money] [Topic:Others; Category:Before Sale *; Question:What information is required to be disclosed to the client?E-money] (Q43_B_31) 23-5. In brochures or other informational material provided at the branch [Topic:Others; Category:Before Sale *; Question:What information is (Q43_B_32) 23-5. In billboards at branches of institutions [Topic:Others; Category:Before Sale *; Question:What information 23-5. In brochures or other (Q43_B_33) is required to be disclosed informational material provided by agents / correspondents [Topic:Others; Category:Before Sale *; Question:What/ (Q43_B_34) 23-5. Verbally by the staff agent / correspondent [Topic:Others; Category:Before Sale *; Question:What information 23-5. Others be disclosed (Q43_B_35) is required to[Topic:Others; Category:Before Sale *; Question:What information is required to be disclosed to the client?E-money] (Q43_C_1) 23-5. [Topic:Account opening fees; Category:Please explain for "Others"; Question:What information is required to be disclosed (Q43_C_2) 23-5. [Topic:Annual fees; Category:Please explain for "Others"; Question:What information is required to be disclosed to the client?E-money] (Q43_C_3) 23-5. [Topic:Charges for transactions (e.g. cash-in and cash-out); Category:Please explain for "Others"; Question:What information is required (Q43_C_4) 23-5. [Topic:Charges for account inquiries; Category:Please explain for "Others"; Question:What information is required to be disclosed (Q43_C_5) 23-5. [Topic:Others; Category:Please explain for "Others"; Question:What information is required to be disclosed to a standard template (Q44) 24. Is there the client?E-money] for either the disclosures or the Yes contract that is endorsed by the regulator? information on pricing and (Q45) 25. Is terms and conditions of comparable No products/providers provided to consumers (e.g. comparative tables)? (Q46_1) 25A. Newspapers [Question: If yes, where?]

Others -

Others In adverti sement s In news papers

In adverti sement s In news papers

In brochu res or other In brochu res or other Verball y by the staff / -

In billboar ds at branch -

Verball y by the staff / -

Others -

All matters related to All fees matters related to fees All matters related to fees All matters related to fees Adverti sing in newspa pers

not apply not apply not apply not apply Dpend de l'object if de la No No No No No not apply

No

No

Yes

Yes

Yes

Yes

No

No

No

Yes

No

No

No

No

Yes

Yes

Yes

No

No

Newsp Newsp apers apers

(Q46_2) 25A. Central bank s website [Question: If yes, where?] (Q46_3) 25A. Others [Question: If yes, where?] (Q46SPECIFIED_3) 25A. Others Specify [Question: If yes, where?]

Central bank s websit e Others banks websit es

Central bank s websit e

Central bank s websit e

Central bank s websit e Others Compa rative table n CB

Others Clients' balance statem ents

(Q47) 26. Is the provider required to provide periodic information to the No client regarding their deposits/savings? (Q48_1) 26A. Account statement [Question: If yes, what is the due communication?] (Q48_2) 26A. Others, please describe [Question: If yes, what is the due communication?] (Q48SPECIFIED_2) 26A. Others, please describe Specify [Question: If yes, what is the due communication?] -

Yes Accoun t statem ent -

Yes Accoun t statem ent -

Yes Accoun t statem ent -

Yes Accoun t statem ent -

Yes

No

No

Yes Accoun t statem ent -

Yes Accoun t statem ent -

Yes Accoun t statem ent Others,

Yes Accoun t statem ent

Yes Accoun t statem ent -

Accoun t statem ent -

please describ e notices when there are

(Q49_1) 27. To expand/clarify the mandate of your institution [Question: In your country, what are two main priorities27. To ensureyear in the area To ensure (Q49_2) for the next transparency and effective disclosure in transactions transparency with banks [Question: In your country, and effective what are two main priorities for the disclosure in (Q49_3) 27. To expand transparency and disclosure regulations to protect microfinance and microcredit clients [Question: In your country, coverage of (Q49_4) 27. To expand the what are the current transparency and effective disclosure regulations to protect users of innovative channels the as mobile (Q49_5) 27. To expand suchscope of transparency and disclosure regulations to achieve uniformity across the financial 27. To introduce minimum (Q49_6) sector (including,e.g., transparency and disclosure standards to apply to NBFIs (with lower requirements than commercial banks) (Q49_7) 27. To improve standardization of price calculation formulas [Question: In your country, what are two main priorities27. To introduce standardized (Q49_8) for the next year in the area

To ensure transpa rency To

To ensure transpa rency

To ensure transpa rency To expand transpa rency To -

To ensure transpa rency -

To ensure ensure transpa transpa rency rency -

To expand /clarify the To

To expand /clarify the

To expand /clarify the To expand transpa rency -

expand the covera -

expand transpa rency To expand the covera To expand the scope -

To expand transpa rency To expand the covera

To expand the scope -

To improv e standar -

formats for loan documentation [Question: In your country, what are two main priorities for cost-effective (Q49_9) 27. To identifythe next year in To identify tools to provide to the public cost-effective information on pricing and terms and tools to conditions of comparable explain provide to the (Q49_10) 27. Others, please [Question: In your country, what are two main priorities for the next year in the area of transparency and please (Q49SPECIFIED_10) 27. Others, explain Specify [Question: In your country, what are two main priorities for the next year in the area of -

To improv e standar To introdu ce standar To identify costeffectiv -

To identify costeffectiv Others, please explain to expand transpa rency

To ensure To transpa introdu rency ce To To improv standar In your country, what are two main identify priorities for the next year in the area cost-effective improv expand e tools to e the standar costof transparency and disclosure? provide to the standar covera effectiv To ensure transparency and effective disclosure in To identify To ensure transpa rency To To expand transpa rency To

To expand To transpa expand rency transpa To To expand rency expand expand expand ensure identify please the expand transpa the the transpa costexplain scope the to rency covera scope rency effectiv expand covera transpa rency To ensure transpa rency To To ensure transpa rency To To ensure transpa rency To To expand /clarify the To To expand /clarify the To To expand /clarify the Others,

(Q50) 28. Does your country have any regulations for sales and marketing No practices related to financial products? (Q51_A_1) 29. Bank [Topic:Limits on sales at a consumer s home or place of business ; Category:A; Question:If so, what type of conduct is regulated and (Q51_A_2) 29. Non-bank financial institution [Topic:Limits on sales at a consumer s home or place of business ; Category:A;29. Others [Topic:Limits on (Q51_A_3) Question:If so, what type sales at a consumer s home or place of business ; Category:A; Question:If so, what type 29. Bank [Topic:Limits and (Q51_A_4)of conduct is regulated on telephone marketing; Category:A; Question:If so, what type of conduct is regulated and what type of provider (Q51_A_5) 29. Non-bank financial institution [Topic:Limits on telephone marketing; Category:A; Question:If so, what type 29. Others [Topic:Limits on (Q51_A_6)of conduct is regulated and telephone marketing; Category:A; Question:If so, what type of conduct is regulated and what type of provider (Q51_A_7) 29. Bank [Topic:Restrictions to prevent personal data related to a consumer from being shared with external parties ; Category:A; (Q51_A_8) 29. Non-bank financial institution [Topic:Restrictions to prevent personal data related to a consumer fromOthers shared with (Q51_A_9) 29. being [Topic:Restrictions to prevent personal data related to a consumer from being shared with 29. Bank [Topic:Obligation (Q51_A_10) external parties ; to verify credit history of consumer before selling a credit product; Category:A; Question:If so,financial (Q51_A_11) 29. Non-bank what type institution [Topic:Obligation to verify credit history of consumer before selling a credit product; (Q51_A_12) 29. Others Category:A; [Topic:Obligation to verify credit history of consumer before selling a credit product; Category:A; Question:If so, (Q51_A_13) 29. Bank [Topic:Obligation to verify repayment capacity of the consumer before selling a credit product; Category:A; Question:If so, (Q51_A_14) 29. Non-bank financial institution [Topic:Obligation to verify repayment capacity of the consumer before selling a credit product; (Q51_A_15) 29. Others [Topic:Obligation to verify repayment capacity of the consumer before selling a credit product; Category:A; (Q51_A_16) 29. Bank [Topic:Limits on unsolicited offerings of credit; Category:A; Question:If so, what type of conduct is29. Non-bank financial (Q51_A_17) regulated and what type institution [Topic:Limits on unsolicited offerings of credit; Category:A; Question:If so, what type of conduct on (Q51_A_18) 29. Others [Topic:Limits is unsolicited offerings of credit; Category:A; Question:If so, what type of conduct is29. Bank [Topic:Cooling-off (Q51_A_19) regulated and what type period if the credit agreement is signed off the financial institution s premises (e.g. at home,place of work, or an (Q51_A_20) 29. Non-bank financial institution [Topic:Cooling-off period if the credit agreement is signed off the financial institution s premises (e.g. at (Q51_A_21) 29. Others [Topic:Coolingoff period if the credit agreement is signed off the financial institution s premises (e.g. atBank [Topic:Prohibition (Q51_A_22) 29. home,place of work, of unfair, deceptive or aggressive practices; Category:A; Question:If so,

No

Yes

No

Yes

No

Yes

Yes

Yes

No

Yes

Yes

Yes

Bank

Bank Nonbank financi al -

Bank Nonbank financi al -

Bank

Bank Nonbank financi al -

Bank

Bank

Nonbank financi al -

Bank Nonbank financi al -

Bank

Nonbank financi al -

Nonbank financi al -

Nonbank financi al -

Bank

Bank

Bank

Bank Nonbank financi al -

Bank

Bank

Nonbank financi al -

Nonbank financi al -

Nonbank financi al -

Nonbank financi al -

Bank

Bank

Bank

Bank Nonbank financi al -

Bank

Bank

Nonbank financi al -

Nonbank financi al -

Nonbank financi al -

Nonbank financi al -

Bank

Nonbank financi al -

Bank

Bank

Bank

Bank

Bank

Bank

(Q51_A_23) 29. Non-bank financial institution [Topic:Prohibition of unfair, deceptive or aggressive practices; Category:A; Question:If so, what type (Q51_A_24) 29. Others [Topic:Prohibition of unfair, deceptive or aggressive practices; Category:A; Question:If so, what type of conduct is (Q51_A_25) 29. Bank [Topic:Suitability of products and services for the consumer ; Category:A; Question:If so, what type of29. Non-bank financial (Q51_A_26) conduct is regulated and institution [Topic:Suitability of products and services for the consumer ; Category:A; 29. Others (Q51_A_27) Question:If so, what type [Topic:Suitability of products and services for the consumer ; Category:A; Question:If so, what type of conduct is (Q51_A_28) 29. Bank [Topic:Prohibition on reckless lending; Category:A; Question:If so, what type of conduct is regulated and what type of provider (Q51_A_29) 29. Non-bank financial institution [Topic:Prohibition on reckless lending; Category:A; Question:If so, what type of conduct is (Q51_A_30) 29. Others [Topic:Prohibition on reckless lending; Category:A; Question:If so, what type of conduct is regulated (Q51_A_31) 29. Bank and what type [Topic:Restrictions related to debt collection practices; Category:A; Question:If so, what type of conduct is (Q51_A_32) 29. Non-bank financial institution [Topic:Restrictions related to debt collection practices; Category:A; Question:If 29. Others (Q51_A_33)so, what type of conduct is [Topic:Restrictions related to debt collection practices; Category:A; Question:If so, what type of conduct is (Q51_A_34) 29. Bank [Topic:Others; Category:A; Question:If so, what type of conduct is regulated and what type of provider 29. Non-bank financial (Q51_A_35)has to adhere to these institution [Topic:Others; Category:A; Question:If so, what type of conduct is regulated and what type of provider (Q51_A_36) 29. Others [Topic:Others; Category:A; Question:If so, what type of conduct is regulated and what type of provider has to adhere to these (Q51_B_1) 29. [Topic:Limits on sales at a consumer s home or place of business ; Category:Please specify for "Others"; Question:If 29. [Topic:Limits on (Q51_B_2) so, what type of conduct is telephone marketing; Category:Please specify for "Others"; Question:If so, what type 29. [Topic:Restrictions and (Q51_B_3)of conduct is regulated to prevent personal data related to a consumer from being shared with external parties ; Category:Please (Q51_B_4) 29. [Topic:Obligation to verify credit history of consumer before selling a credit product; Category:Please specify for "Others"; (Q51_B_5) 29. [Topic:Obligation to verify repayment capacity of the consumer before selling a credit product; Category:Please specify for (Q51_B_6) 29. [Topic:Limits on unsolicited offerings of credit; Category:Please specify for "Others"; Question:If 29. [Topic:Cooling-off period (Q51_B_7) so, what type of conduct is if the credit agreement is signed off the financial institution s premises (e.g. at home,place29. work, or an exhibition (Q51_B_8) of [Topic:Prohibition of unfair, deceptive or aggressive practices; Category:Please specify for "Others"; Question:If so, what type of (Q51_B_9) 29. [Topic:Suitability of products and services for the consumer ; Category:Please specify for "Others";

Nonbank financi al -

Nonbank financi al -

Nonbank financi al -

Nonbank financi al

Nonbank financi al

Others -

Bank Nonbank financi al -

Bank

Nonbank financi al -

Bank Nonbank financi al -

Bank Nonbank financi al -

Nonbank financi al -

Bank

Bank

Bank Nonbank financi al -

Bank

Nonbank financi al -

Nonbank financi al -

Nonbank financi al -

Bank

Bank

Bank

Nonbank financi al -

Nonbank financi al -

Nonbank financi al -

Bank Nonbank financi al -

Bank Nonbank financi al -

Bank

Nonbank financi al -

includi ng insurac e

(Q51_B_10) 29. [Topic:Prohibition on reckless lending; Category:Please specify for "Others"; Question:If so, what type of29. [Topic:Restrictions (Q51_B_11) conduct is regulated and related to debt collection practices; Category:Please specify for "Others"; Question:If so, what type of conduct is (Q51_B_12) 29. [Topic:Others; Category:Please specify for "Others"; Question:If so, what type of conduct is regulated and what type of provider

Banks and non banks

CNBV is issuing a new sales

prohibi tion on preapprov

(Q52_A_1) 30. [Topic:To train staff on responsible sales practices?; Category:A; Question:Is there any regulatory provision thattrain (Q52_A_2) 30. [Topic:To mandates the agents/correspondents on responsible sales practices?; Category:A; Question:Is there any regulatory (Q52_A_3) 30. [Topic:To assess the competence of the staff on responsible sales practices?; Category:A; Question:Is30. [Topic:To assess the (Q52_A_4) there any regulatory competence of the agents/correspondents on responsible sales practices?; Category:A; (Q52_A_5) 30. [Topic:To supervise staff on responsible sales practices?; Category:A; Question:Is there any regulatory provision thatsupervise the (Q52_A_6) 30. [Topic:To mandates agents/correspondents on responsible sales practices?; Category:A; Question:Is there any regulatory (Q10_A_1) 30A. Bank [Topic:To train staff on responsible sales practices?; Category:A; Question:To what providers does this apply?]financial (Q10_A_2) 30A. Non-bank institution [Topic:To train staff on responsible sales practices?; Category:A; Question:To what (Q10_A_3) 30A. Others [Topic:To train staff on responsible sales practices?; Category:A; Question:To what providers does this apply?] (Q10_A_4) 30A. Bank [Topic:To train agents/correspondents on responsible sales practices?; Category:A; Question:To what providers does this (Q10_A_5) 30A. Non-bank financial institution [Topic:To train agents/correspondents on responsible sales practices?; Others [Topic:To train (Q10_A_6) 30A. Category:A; agents/correspondents on responsible sales practices?; Category:A; Question:To what providers does this (Q10_A_7) 30A. Bank [Topic:To assess the competence of the staff on responsible sales practices?; Category:A;30A. Non-bank financial (Q10_A_8) Question:To what institution [Topic:To assess the competence of the staff on responsible sales practices?; Others [Topic:To assess (Q10_A_9) 30A. Category:A; the competence of the staff on responsible sales practices?; Category:A; Question:To what assess (Q10_A_10) 30A. Bank [Topic:To the competence of the agents/correspondents on responsible sales practices?; Category:A;financial (Q10_A_11) 30A. Non-bank institution [Topic:To assess the competence of the agents/correspondents on responsible (Q10_A_12) 30A. Others [Topic:To assess the competence of the agents/correspondents on responsible sales practices?; Category:A; (Q10_A_13) 30A. Bank [Topic:To supervise staff on responsible sales practices?; Category:A; Question:To

Yes

Yes

Yes

Yes

Yes

Yes

No

No

Yes

No

No

Yes

Yes

Yes

No

No

Yes

No

Yes

No

Yes

Yes

No

No

Yes

No

No

No

Yes

Yes

No

No

Yes

Yes

Yes

Yes

Yes

Yes

No

No

Yes

No

No

No

Yes

Yes

No

No

Bank Nonbank financi al -

Bank

Bank

Bank

Bank Nonbank financi al Others

Bank

Bank

Nonbank financi al -

Nonbank financi al -

Bank Nonbank financi al -

Bank

Bank Nonbank financi al Others

Bank

Bank

Nonbank financi al -

Bank Nonbank financi al -

Nonbank financi al Others

Bank

Bank

Nonbank financi al -

Bank Nonbank financi al -

Nonbank financi al Others

Bank

Bank

Nonbank financi al -

Bank

Bank

Bank

Bank

Bank

Bank

Bank

(Q10_A_14) 30A. Non-bank financial institution [Topic:To supervise staff on responsible sales practices?; Category:A; Question:To [Topic:To (Q10_A_15) 30A. Others what supervise staff on responsible sales practices?; Category:A; Question:To what providers does this apply?] (Q10_A_16) 30A. Bank [Topic:To supervise agents/correspondents on responsible sales practices?; Category:A; Question:To what (Q10_A_17) 30A. Non-bank financial institution [Topic:To supervise agents/correspondents on responsible sales practices?; Others [Topic:To (Q10_A_18) 30A.Category:A; supervise agents/correspondents on responsible sales practices?; Category:A;30A. [Topic:To train staff on (Q10_B_1) Question:To what responsible sales practices?; Category:Please specify for "Others"; Question:To what providers does (Q10_B_2) 30A. [Topic:To train this agents/correspondents on responsible sales practices?; Category:Please specify for "Others"; Question:Tothe (Q10_B_3) 30A. [Topic:To assess what competence of the staff on responsible sales practices?; Category:Please specify for 30A. [Topic:To assess what (Q10_B_4) "Others"; Question:Tothe competence of the agents/correspondents on responsible sales practices?; [Topic:To supervise (Q10_B_5) 30A. Category:Please staff on responsible sales practices?; Category:Please specify for "Others"; Question:To what providers does this (Q10_B_6) 30A. [Topic:To supervise agents/correspondents on responsible sales practices?; Category:Please specify for "Others"; Question:To what

Nonbank financi al -

Nonbank financi al -

Nonbank financi al Others

Nonbank financi al -

Bank Nonbank financi al -

Bank Nonbank financi al Others Article 41 of the Insuran CNBV: Invest ment firms CNBV: Invest ment firms CNBV: Invest ment firms CNBV: Invest ment firms CNBV: Invest ment firms

Bank

Bank

Nonbank financi al -

(Q53_1) 31. Require compulsory information for all advertisements [Question: In your country, what are two main priorities for the next year in Increase (Q53_2) 31. Increase consistency between actual contract and advertised consistency terms and conditions [Question: In your between country, what are on main priorities actual contract (Q53_3) 31. Limitstwosales at a consumer s home or place of business [Question: In your country, what are two main prioritieson telephoneyear in (Q53_4) 31. Limits for the next marketing Restrictions to prevent personal data related to a consumer from being Obligation external parties (Q53_5) 31.shared withto verify credit Obligation to history of consumer before selling a verify credit credit product [Question: In your history of country, 31. Obligationmain priorities consumer what are two to verify (Q53_6) repayment capacity of the consumer before selling a credit product [Question: In your country, what are (Q53_7) 31. Limits on unsolicited offerings of credit [Question: In your country, what are two main priorities for the next year in the area of (Q53_8) 31. Cooling-off period -

Increas e consist ency -

Increas e consist ency -

Require compul sory inform Increas Increas e e consist consist ency ency -

Obligati on to verify credit Obligati

Obligati on to verify repaym -

Obligati on to verify credit -

Obligati on to verify credit Obligati on to verify repaym -

on to verify repaym -

[Question: In your country, what are two main priorities for the next year in the area 31.transparency and if the (Q53_9) of Cooling-off period credit agreement is signed off the financial institution s premises (e.g. at home, place of work, or an funfair, (Q53_10) 31. Prohibition o exhibition -

Coolingoff period -

Prohibi tion o funfair, decepti -

deceptive or aggressive practices [Question: In your country, what are two main 31. Suitabilitythe products and (Q53_11) priorities for of next year in services for the consumer [Question: In your country, what are two main

Suitabil ity of product

Suitabil Suitabil Suitabil ity of ity of ity of product product product

Prohibi tion o funfair, decepti Suitabil ity of product

Suitabil ity of product

(Q53_12) 31. Prohibition on reckless lending [Question: In your country, what are two main priorities for the next year in the area of transparency (Q53_13) 31. Restrictions related to debt collection practices [Question: In your country, what are two main priorities for the next please explain (Q53_14) 31. Others, year in the area

Prohibi tion on reckles s -

Prohibi tion on reckles s Restrict ions related to debt -

[Question: In your country, what are two main priorities for the next year in the area of transparency and please (Q53SPECIFIED_14) 31. Others, explain Specify [Question: In your country, what are two main priorities for the next year in the area of

what are two main priorities for the next year in the area of transparency verify credit history of and disclosure? consumer

Increase consistency between actual contract Obligation to

Cooling- Obligati on to off period verify repaym Suitabil Prohibi

Increas Increas Suitabil Obligati e ity of on to consist e ency Suitabil consist product verify Suitabil s and credit Obligati ity of ency

Obligati on to verify credit Prohibi

Prohibi tion o funfair, decepti Suitabil

Obligati on to verify credit Obligati

Require compul sory inform Increas

Increas Prohibi e consist tion on ency Suitabil reckles Restrict ity of s

ity of tion on product ity of product reckles s and product s and s s and

on to tion o ity of on to e product ions verify funfair, product verify consist s and related repaym decepti s and repaym ency to debt

(Q54) 32. Debt collection: What practices are considered abusive or are of concern to the regulator? (Q55_1) 33. There is a private credit bureau [Question: Credit information sharing and credit bureaus: Describe the nature of credit a government (Q55_2) 33. There isinformation

utilisation abusive des appels et d'harcelement

Connin g deposit ors by There is a private credit

Certain es instituti ons

unethic al staff behavi or -

There is a credit bureau [Question: Credit government information sharing and credit bureaus: credit bureau Describe33. Positive of credit (Q55_3) the nature information is Positive collected and shared [Question: Credit information is information sharing and credit bureaus: collected and Describe33. Negative information is shared (Q55_4) the nature of credit Negative Negativ collected and shared [Question: Credit information is e information sharing and credit bureaus: collected and inform Describe33. These institutions report shared ation is (Q55_5) the nature of credit These information to the credit bureau [Question: Credit information sharing and credit bureaus: Describe the nature These (Q55_6) 33. These institutions have access to the collected information institutions [Question: Credit information sharing have access to and credit bureaus: Describe the access the collected (Q55_7) 33. Consumers can gain nature to data held about them by the credit bureau, please describe [Question: Credit information sharing and credit (Q55_8) 33. Consumers can arrange for incorrect data to be corrected, please describe [Question: Credit information sharing and credit bureaus: Describe (Q55SPECIFIED_7) 33. Consumers can gain access to data held about them by the credit bureau, please describe Specify [Question: 33. Consumers can (Q55SPECIFIED_8) Credit information arrange for incorrect data to be corrected, please describe Specify [Question: Credit information sharing instituti ons report These instituti ons have

There is a govern Positiv ment Positiv e e inform inform ation is ation is Negativ Negativ e inform ation is e inform ation is These

During the n/a debt collecti There There is a is a private private credit credit There There

1)is conside red abuse

collecti on by violenc e There

The prohibi tion of the use There

Any metho ds that are There

In general ,those not There

There are three main There

Collecti on of borrow ers' There

There is a is a is a govern govern govern ment ment ment Positiv Positiv Positiv e e e inform inform inform ation is ation is ation is Negativ Negativ Negativ e e inform inform ation is ation is These e inform ation is These instituti ons report These

is a is a is a is a is a is a private private private private private private credit There credit credit credit credit credit is a govern ment Positiv Positiv e e inform inform ation is ation is Negativ Negativ

instituti instituti ons ons report These These report instituti instituti ons ons have Consu have Consu mers mers can can gain Consu gain Consu mers mers can can arrange arrange by Consu visiting consum ers hall special mers can recieve There

Positiv e inform ation is Negativ Negativ e e e e inform inform inform inform ation is ation is ation is ation is These These These instituti instituti instituti ons ons ons report report report These These These instituti ons have Consu

Positiv e inform ation is Negativ e inform ation is These instituti ons report These

instituti ons have Consu mers can gain Consu

instituti instituti instituti ons ons ons have have have Consu Consu mers mers mers can can can gain gain gain Consu Consu Consu Consu mers mers mers mers mers can can can can can arrange arrange arrange arrange arrange Every One Accordi get user free ng to report has report the access, per Consu Formal Throug Federal Accordi by applica mers submis h the ng to can sions financi the tion arrange can be al Federal

forms is no originat special ed regulati

(Q56_1) 33A. Bank [Question: For "These institutions report information to the credit bureau", please select :] (Q56_2) 33A. Non-bank financial institution [Question: For "These institutions report information to the credit bureau", please select :] (Q56_3) 33A. Microcredit/microfinance institution [Question: For "These institutions report information to the -

Bank

Bank Nonbank financi al Microcr

Bank

Bank

Bank Nonbank financi al Microcr

Bank Nonbank financi al Microcr

Bank Nonbank financi al

Bank

Nonbank financi al -

Nonbank financi al -

Nonbank financi al -

Nonbank financi al Microcr edit/mi crofina

edit/mi crofina

edit/mi edit/mi crofina crofina

(Q56_4) 33A. Moneylender/pawnshop [Question: For "These institutions report information to the credit bureau",33B. Bank [Question: For (Q57_1) please select :] "These institutions have access to the Bank collected information", please select :] (Q57_2) 33B. Non-bank financial institution [Question: For "These institutions have access to the collected information", Microcredit/microfinance (Q57_3) 33B. please select :] institution [Question: For "These institutions have access to the collected information", please select :] (Q57_4) 33B. Moneylender/pawnshop [Question: For "These institutions have access to the collected information", please34. Abusive clauses: Is there any (Q58) select :] clause, term, or condition that, if inserted in a contract, is automatically considered void or deemed (Q58SPECIFIED_1) 34. Yes, please

Moneyl ender/ pawnsh op Bank -

Bank

Bank Nonbank financi al Microcr

Bank

Bank

Bank Nonbank financi al Microcr

Bank Nonbank financi al Microcr

Bank Nonbank financi al

Nonbank financi al -

Nonbank financi al -

Nonbank financi al -

Nonbank financi al Microcr edit/mi crofina nce Moneyl ender/ pawnsh op Yes,

edit/mi crofina nce -

edit/mi edit/mi crofina crofina nce nce -

Yes, please please No No No No No No No No No describ describ e e In If describe Specify [Question: Abusive conditi loans, clauses, clauses: Is there any clause, term, or on escalati terms condition that, [Topic:1; Category:A; (Q59_A_1) 35. if inserted in a contract, Better Expand Better limiting Better Expand Mislea Better Improv on Improv Credit or Improv Introdu OverQuestion:In your country, what are the disclos scope disclos ed disclos scope ding disclos ed referen ed ce indebtedness four main priorities for the next year ure of of ure in monito ure of of sales or ure of monito ce monito limits for enhancing market conduct policy cost of legislati adverti ring ring bureau ring on (Q59_A_2) 35. [Topic:2; Category:A; Credit No Improv Mislea Better cost of legislati marketi the Conduc Improv Better Better Expand Better Expand Credit Question:In your country, what are the reference avenue ed ding disclos t of ed disclos disclos scope disclos scope referen four main priorities for the next year bureau for monito sales or ure of agents/ monito ure in ure of of ure in of ce for enhancing market conduct policy Introducing, or consum ring marketi the corresp ring adverti cost of legislati adverti legislati bureau (Q59_A_3) 35. [Topic:3; Category:A; Better Better Introdu Introdu Mislea Improv Credit Abusiv Better Better Better Conduc Expand Question:In your country, what are the disclosure of disclos cing, or cing, or ding ed referen e or disclos disclos disclos t of scope four main priorities for the next year cost of ure of strengt strengt sales or monito ce mislead ure in ure of ure of agents/ of for enhancing market conduct policy comparable the hening, hening, marketi ring bureau ing adverti the the corresp legislati (Q59_A_4) 35. [Topic:4; Category:A; Expand scope Introdu Abusiv Better Better Introdu Inappro Abusiv Mislea Better Improv Conduc Abusiv Question:In your country, what are the of legislation cing a e or disclos disclos ce priate e debt ding disclos ed t of e debt four main priorities for the next year in order to cooling mislead ure of ure of limits and collecti sales or ure of monito financi collecti for enhancing market conduct policy also cover off ing the cost of on fees excessi on marketi cost of ring al on

Yes, please No describ e Any

(Q60) 36. Do consumers have access to affordable and efficient complaint No handling and redress mechanisms in your country? access to affordable (Q61) 37. Is the and efficient complaint handling and No redress mechanisms a statutory right in your country? (Q62_A_1) 38. [Topic:A hotline is operated by the financial market conduct regulator; Category:A; Question:For each of the help and (Q62_A_2) 38. [Topic:Providers are mandated to set up a hotline; Category:A; Question:For each of the help and redress mechanisms listed (Q62_A_3) 38. [Topic:Providers are in mandated to periodically report complaints to the regulator and how they have been[Topic:Complaints can (Q62_A_4) 38. handled; Category:A; No

No

Yes

Yes

Yes

No

No

Yes

Yes

Yes

Yes

Yes

No

No

Yes No, but it is planne d to be No

Yes

Yes

No

Yes No, but it is planne d to but No, be

Yes

Yes

Yes

No

Yes

No No, but it is planne d to but No, be it is planne d to be No, but it is planne d to be Yes

No

No, but it is planned to be No implemented No No

No, but it is Yes planne d to be Yes No

No

No, but it is Yes planne d to but No, be

No

Yes

Yes

No

No

No

No

No

No, but it is be lodged at a specific unit of the planned to be Yes market conduct regulator; Category:A; implemented Question:For each of the help a (Q62_A_5) 38. [Topic:There is and No, but it is statutory complaints adjudicator or planned to be No ombudsman; Category:A; Question:For implemented each of the 38. [Topic:There is a (Q62_A_6) help and redress voluntary complaints adjudicator or No No ombudsman; Category:A; Question:For each of the38. [Topic:A hotline is (Q62_B_1) help and redress operated by the financial market conduct regulator; Category:If yes, please indicate[Topic:Providers are (Q62_B_2) 38. # of cases per year; mandated to set up a hotline; Category:If yes, please indicate # of cases per year;[Topic:Providers are (Q62_B_3) 38. Question:For each of mandated to periodically report complaints to the regulator and how

it is it is Yes planne planne d to be d to but No, be it is No Yes planne No, but d to but No, be it is planne d to be No it is Yes planne d to but No, be it is Yes planne d to but No, be it is No planne d to be 537269

No, but it is No No planne No, but d to be it is No No planne d to be No Yes Yes

Yes

Yes

No

No

Yes

Yes

No

No

No, but it is No planne d to be

No, but it is No planne d to be No Yes

No, but it is No planne d to be Yes No

Yes

No

No

70

588

9300

18

(Q62_B_4) 38. [Topic:Complaints can be lodged at a specific unit of the market conduct regulator; Category:If yes, please 38. [Topic:There is a year; (Q62_B_5) indicate # of cases per statutory complaints adjudicator or ombudsman; Category:If yes, please indicate # of cases per year; is a (Q62_B_6) 38. [Topic:There voluntary complaints adjudicator or ombudsman; Category:If yes, please indicate # of cases per year; (Q63) 39. Please indicate the types of complaints that are addressed. (Q64_1) 40. Client of a bank [Question: What types of clients can file a complaint?] (Q64_2) 40. Client of a non-bank financial institution [Question: What types of clients can file a complaint?] (Q64_3) 40. Client of a moneylender/pawnshop [Question: What types of clients can file a complaint?] Client of an e-money (Q64_4) 40. issuers [Question: What types of clients can file a complaint?] (Q64_5) 40. Client of a mobile money service providers [Question: What types of clients can file a complaint?] (Q64_6) 40. There is a financial services provider that does not provide any avenue for a consumer to file a complaint, please 40. There is a (Q64SPECIFIED_6) list [Question: What financial services provider that does not provide any avenue for a consumer to file a complaint, please listthe (Q65) 41. The decisions of Specify regulators and/or ombudsmen binding upon (Q66) 42. If not, through what mechanism(s) can financial consumers get redress or compensation? (Q67_1) 43. The approximate number of complaints handled each year [Question: To the extent possible, please provide additional information (Q67_2) 43. The average treatment time of complaints [Question: To the extent possible, please provide additional information and data on the (Q67_3) 43. The percentage of complaints treated to the consumer s satisfaction [Question: To the extent possible, please provide additional (Q67_4) 43. Ombudsmen s budget and staff [Question: To the extent possible, please provide additional information and data43. Description of significant (Q67_5) on the complaint-handling enforcement actions undertaken in recent years [Question: To the extent possible,43. The provide additional (Q67_6) please topics or issues for -

350

188910

2183 22000

20

600 Fly by night 'nonbanks' Mauvai s traitem ents, Client of a bank Client of a nonbank 1. delays in payme Client of a bank Client of a nonbank Whiche ver arise from Client of a bank Client of a nonbank Client of a moneyl ender/ Client of an emoney issuers Client of a mobile money -

27 Loans, incldg. interet charge Client of a bank Client of a nonbank Client of a moneyl ender/ Client

2300 Most of the compla ints are Client of a bank Client of a nonbank Client Insuran ce claim Client of a bank Client of a nonbank

Credit card frauds, Client of a bank Client of a nonbank Client of a moneyl ender/ Client of an emoney issuers -

Client of an e- money issuers Client of a mobile money -

There is a financi al fly by

of a moneyl ender/ Client Client of an e- of an e- of an emoney money money issuers Client Client Client issuers issuers of a of a of a mobile mobile mobile money money money -

night 'nonbanks' Both The decisio financi ns are al not provide

The financi al provide

Both financi al provide

The decisio ns are not

The decisio ns are not

Both financi al provide

Both financi al provide

10

350

700

n/a

15 1 16 semain workin busines n/a g days s days e to 3 80% Non Disponi ble Carava ne de sensibil isation L'incom 60% 68% n/a

not disponi n.a ble for the The regulat n.a or establis not disponi n.a ble not apply

188,91 0 120 during 2010 20

2000

35000 5

up to One workin 1 week 15 days 30 days month g days 57% 727 employ ees and $47 legal 90 % not availabl n/a e not applica ble mostly on credit cardcredit card related compla n/a For instanc e, Federal Most of 100 The Consu mer Educati A financi al cooper Transp

which the most consumer complaints have been filed in recent years, and any new trends in that regard [Question: To (Q67_7) 43. Any other information you may feel appropriate [Question: To the extent possible, please provide additionalWhat is beingand data your (Q68) 44. information done in on the We ask the country to enhance consumer s access bank to solve to, and awareness of the complaint the problem handling and redress mechanisms with the client (Q69) 45. Is there any agency that No offers debt counseling? (Q69SPECIFIED_1) 45. Yes, please describe Specify [Question: Is there any agency that offers debt counseling?]

fine some banks, credit credit prhen lines sion des L'OQSF(

150mln AMD, n/a 13 employ The Mediat n/a or does not compla ints n/a about mortga n/a

Ombud smen) est une - we a Une compla norm establis ints e hed desk campag unit at No No No

Regulat n/a ion on Requir No No

$80,00 n.a 0, 6 staff Disclai not civil disponi proced disposit mers ions and ble ure have fines Clients Misrep Credit are n.a resenta cards. compla tion ining Every Zambia not financi has a no apply al Tribuna improv consum sector l which New Consu ement er mecha mer of educati nisms awaren regulati on are ess No No No No

the arency compla Issues ints Unfort The none unately unit , we do respon inform not Several sible The ation workin Reserv dissemi g e Bank nation, groups of No No No

(Q70_1) 46. Expand the coverage of the mechanisms already in place in order to cover NBFIs clients [Question: In your country, 46. Establish mechanisms for Establish (Q70_2) what are two main priorities bank customers [Question: In your mechanisms country, what are two main priorities for bank for the next Identify cost effective customers (Q70_3) 46. to provide consumers mechanisms that can work in the rural areas [Question: In your country, what are two main priorities forcost of the (Q70_4) 46. Decrease the the next to mechanisms currently in place to make them affordable to poor people [Question: In your country, whatwith (Q70_5) 46. Set up an hot-line are the financial sector regulator/supervisor [Question: In your country, 46. Set uptwoombudsman (Q70_6) what are an main priorities Set up an [Question: In your country, what are ombudsman two main priorities for the next to provide consumers access to affordable (Q70_7) 46. Others, please explain [Question: In your country, what are two main priorities for the next to provide consumers46. Others,affordable (Q70SPECIFIED_7) access to please explain Specify [Question: In your country, what are two main priorities for the next to provide consumers

Expand the covera ge of -

Expand the covera ge of Establis h mecha Identify nisms cost effectiv e -

Expand the covera ge of Establis h mecha nisms -

Expand the covera ge of Establis h mecha nisms -

Expand the covera ge of -

Decrea se the cost of the up Set

Set up Set up an hot- an hot- line line with with -

Others, please explain conduc ting the study mentio

Decrea se the cost of Set up Set up the up Set an hot- an hot- an hot- line line line with with with Set up an ombud sman Others, please explain Strengt hening the outreac

enhanc e submitt

an hotline Set up with an ombud Others, sman please explain work to have a clearer mandat Expand Decrea the covera se the ge of cost of Set up the up Set an ombud an hotsman line with

Establish mechanisms for bank customers Set up an ombudsman

(Q71) 47. Is there a national strategy to enhance the financial literacy, No capability and awareness of consumers? the level of financial (Q72) 48. Has literacy in your country been formally No measured? (Q72SPECIFIED_1) 48. Yes, please describe the modalities and results of the assessment Specify [Question: Has the level Does the regulator (or any (Q73) 49.of financial literacy in your Yes, please other government agency) have a indicate which statutory responsibility to promote institution has consumer literacy, 49. Yes, please such (Q73SPECIFIED_1) capability and Banque indicate which institution has such Centrale du responsibility Specify [Question: Does Congo the regulator (or any other government Yes, please (Q74) 50. Does the regulator (or any other government agency) undertakes indicate which programmes to promote consumer institution has literacy, capability 50. Yes, please with such (Q74SPECIFIED_1) and awareness Banque indicate which institution has such Centrale du responsibility Specify [Question: Does Congo the regulator (or any other government

Set up Expand an hot- Expand the the line covera with covera Set up Identify Others, ge of enhanc ge of an hot- e cost please explain line submitt effectiv with e conduc ting the study mentio Yes Yes No Yes, please describ e the some No

Establis h mecha nisms Set up

Expand the covera ge of Set up

Establis h mecha nisms Set up

Decrea se the cost of the up Set

Expand the covera ge of Others,

Establis h mecha nisms Others, please explain work to

an hot- an an hot- an hot- please line ombud line line explain with sman with with Strengt

have a hening clearer the mandat outreac No No

No

Yes

Yes

Yes

Yes

No

No

No

Yes, please No describ e the Results

Yes, please No describ e the was measur ed by surveys Yes, please No indicat e which The regulat or Yes, please indicat e which the

No

No

No

Yes, please No describ e the Financi al literacy and Yes, Yes, please please indicat indicat e which e which Federal Reserv

Yes, please No indicat e which Bank of Uganda Yes, please indicat e which Bank of Uganda Yes, please indicat e which Directi

improv of the ments assess realise ment Yes, Yes, please please No indicat indicat e which e which palesti Central ne Bank of moneta Armeni ry a Yes, Yes, please please No indicat indicat e which e which The Central

Yes, please No indicat e which CONDU SEF.

No

Yes, please indicat e which China

on de Superin Bank of la tenden Armeni Microfi cy of a

regulat Financi al or Educati

Service e Bank on of Consu Malawi Yes, Yes, Yes, Yes, Yes, please please please please please indicat indicat indicat indicat indicat e which e which e which e which e which CONDU 1.Bank PDIC Federal Reserv SEF, of (be a Service e Bank Bansefi Zambia wise on of (State ; 2. saver consum Malawi

(Q75_1) 51. Printing & distribution of brochures [Question: Please indicate whether any of the following instruments are used to promote (Q75_2) 51. Workshops with

Printing & distribution of brochures Workshops consumers or consumer institutions with [Question: Please indicate whether any consumers or

Printin g& distribu tion of Worksh Worksh ops ops with with

Printin g& distribu tion of Worksh ops with

Printin g& distribu tion of -

Printin g& distribu tion of -

Printin g& distribu tion of Worksh Worksh ops ops with with

Printin g& distribu tion of Worksh ops with

Printin g& distribu tion of Worksh ops with

Printin g& distribu tion of Worksh ops with -

Worksh ops with

(Q75_3) 51. Newspaper interviews Newspaper [Question: Please indicate whether any interviews of the following instruments are used to promote financial consumer literacy, (Q75_4) 51. Consumer awareness adverts / notices in newspapers [Question: Please indicate whether any of the followinginterviews [Question: (Q75_5) 51. TV instruments are used Please indicate whether any of the following instruments are used to promote51. TV adverts [Question: (Q75_6) financial consumer literacy, -

Newsp aper intervie Consu ws Consu mer mer awaren awaren ess ess TV intervie ws -

Newsp aper intervie ws Consu Consu mer mer awaren awaren ess ess TV intervie ws -

Newsp aper intervie ws Consu mer awaren ess TV intervie ws TV adverts Messag es embed ded in Radio Nation al confere nces -

Newsp aper intervie ws Consu Consu mer mer awaren awaren ess ess TV intervie ws -

Newsp aper intervie ws Consu

Newsp aper intervie ws

mer awaren ess TV TV intervie intervie ws ws -

Please indicate whether any of the following instruments are used to promote financial consumer literacy, (Q75_7) 51. Messages embedded in TV Messages programmes such as soap-operas embedded in [Question: Please indicate whether any TV of the following instruments are used programmes (Q75_8) 51. Radio [Question: Please indicate whether any of the following instruments are used to promote financial consumer literacy, capability (Q75_9) 51. National conferences -

TV TV adverts adverts

Nation al confere nces Financi

Radio

Radio

Radio

Radio Nation al confere nces Financi

Nation al confere nces

Radio Nation al confere nces Financi

Radio Nation al confere nces Financi

Nation al confere nces

related to consumer education [Question: Please indicate whether any of the following instruments are used Financial (Q75_10) 51. Financial education in schools [Question: Please indicate education in whether any of the following schools instruments are used to promote (Q75_11) 51. Financial education Financial programmes aimed at youth and young education people [Question: Please indicate programmes whether any of the following aimed at (Q75_12) 51. Financial education in workplaces [Question: Please indicate whether any of the following instruments Financial education (Q75_13) 51.are used to promote -

Nation al confere nces Financi al al educati educati on in on in Financi al educati on Financi al educati on in -

Financi al educati on in Financi al educati on Financi

al educati on in Financi al educati on Financi

al al educati educati on in Financi Financi on in al al educati educati on Financi on al educati on in Financi al educati on -

through rural outreach programmes [Question: Please indicate whether any of the followingfinancial literacy used (Q75_14) 51. A instruments are website [Question: Please indicate whether any of the following instruments Financial literacy via (Q75_15) 51.are used to promote mobile phones [Question: Please indicate whether any of the following instruments are used to promote -

al educati Financi on in al educati on A A financi financi al al literacy literacy

al educati on in Financi Financi al al educati educati on on A financi al literacy -

(Q76_1) 52. Printing & distribution of brochures [Question: Please indicate whether any of the following instruments Workshops with (Q76_2) 52. are used to promote

Printing & distribution of brochures Worksh consumers or consumer institutions ops [Question: Please indicate whether any with of the following instruments are used consum (Q76_3) 52. Newspaper interviews [Question: Please indicate whether any of the following instruments are used to promote financial consumer literacy, Consumer (Q76_4) 52. Consumer awareness Consu adverts / notices in newspapers awareness [Question: Please indicate whether any adverts / of the followinginterviews [Question: notices in (Q76_5) 52. TV instruments are used Please indicate whether any of the following instruments are used to promote52. TV adverts [Question: (Q76_6) financial consumer literacy, mer awaren ess TV intervie ws -

Printin g& distribu tion of Worksh

Printin g& distribu tion of

Printin g& distribu tion of

Printin g& distribu tion of Worksh

Printin g& distribu tion of

Printin g& distribu tion of Worksh

Printin g& distribu tion of Worksh

Printin g& distribu tion of -

Printin g& distribu tion of Worksh

Printin g& distribu tion of Worksh

ops with consum Newsp Newsp aper aper intervie intervie ws Consu ws Consu mer awaren ess TV mer awaren ess TV

ops with consum Newsp aper intervie ws Consu mer awaren ess TV intervie ws TV adverts Messag es embed ded in Radio -

ops ops with with consum Newsp Newsp consum aper aper intervie intervie ws Consu ws Consu mer awaren ess TV

ops ops with with consum Newsp Newsp Newsp consum aper aper aper intervie intervie intervie ws ws Consu ws mer awaren ess TV TV intervie intervie ws ws TV adverts Messag es embed ded in Radio Radio

mer awaren ess TV

intervie intervie ws ws TV TV adverts adverts

intervie intervie ws ws TV TV adverts adverts

Please indicate whether any of the following instruments are used to promote52. Messages embedded in TV Messages (Q76_7) financial consumer literacy, programmes such as soap-operas embedded in [Question: Please indicate whether any TV of the following instruments are used programmes (Q76_8) 52. Radio [Question: Please indicate whether any of the following instruments are used to promote financial 52. National conferences (Q76_9) consumer literacy, capability -

Radio

Radio

Radio

Radio

related to consumer education [Question: Please indicate whether any

Nation al confere

Nation Nation Nation Nation Nation al al al al al confere confere confere confere confere

(Q76_10) 52. Financial education in schools [Question: Please indicate whether any of the following instruments are used to promote (Q76_11) 52. Financial education

Financial education in schools Financial programmes aimed at youth and young education people [Question: Please indicate programmes whether any of the following aimed at (Q76_12) 52. Financial education in workplaces [Question: Please indicate whether any of the following instruments are used to promote (Q76_13) 52. Financial education through rural outreach programmes [Question: Please indicate whether any of the following instruments are (Q76_14) 52. A financial literacy used website [Question: Please indicate whether any of the following instruments are used to promote (Q76_15) 52. Financial literacy via mobile phones [Question: Please indicate whether any of the following instruments are used to promote -

Financi al educati on in Financi al educati on Financi al educati on in -

Financi al educati on in Financi al educati on Financi al educati on in Financi al educati on A financi al literacy Financi al literacy via

Financi al educati Financi on Financi al al educati educati on in on in Financi al educati on A financi al literacy -

Financi al educati on in Financi

al educati on Financi Financi al al educati educati on in on in Financi Financi al al educati educati on on -

(Q77) 53. Do consumer advocacy groups have any formal roles, responsibilities, or duties related to consumer education? (Q77SPECIFIED_1) 53. Yes, please describe Specify [Question: Do consumer advocacy groups have any formal54. Is there a special unit or (Q78) roles, responsibilities, or duties

No

Yes, please No describ e membe r of FLISP and Yes No

No

No

No

Yes, please No describ e helped in design of the

No

No

No

No

Yes, please describ e They are involve d as

dedicated staff responsible for financial Yes consumers literacy, capability, and awareness? (Q79) 55. Do financial consumers literacy, capability, and awareness programs target unbanked or lowincome people? (Q80) 56. If so, what are the characteristics of the target groups? (Q81) 57. What are the characteristics of the initiatives that target unbanked or low-income people? (Q82) 58. Has your institution ever evaluated the effectiveness of its financial literacy, capability, and awareness initiatives? (Q83) 59. If so, what evaluation tools have been used? (Q84) 60. What are the results of the evaluation? (Q85) 61. Has this evaluation been conducted periodically? (Q86_1) 62. Lack of mandate [Question: What constraints and limitations keep your institution from promoting financial 62. Insufficient personnel (Q86_2) literacy, capability, and Insufficient [Question: What constraints and personnel limitations keep your institution from promoting financial specific training for Lack of specific (Q86_3) 62. Lack of literacy, capability, the staff [Question: What constraints and limitations keep your institution from promoting financial literacy, (Q86_4) 62. Insufficient funding [Question: What constraints and limitations keep your institution from promoting financial literacy, capability, (Q86_5) 62. Others, please specify Yes High school students and youth - go to some school - introduction of No

Yes

Yes

No

Yes

Yes

Yes

No

Yes

No

Yes

Yes Financi ally illiterat e, poor similar to above No

Yes les caract ristique s - des

Yes Target groups are potenti promot

No

No

Yes lowincome person s were set up "deposi t

No

Yes Low income people, focus The

Yes

Yes varied groups across the concep

Yes Target groups can be describ Firstly,

Yes

Educati e the on use of financi bankin No No No No

Mostly low income employ Worksh initiativ ops. es are carried No Yes autoev aluatio ns and financi Genera lly the evaluat ed Yes, in every progra Lack of m. Lack of mandat mandat e e Insuffic Insuffic ient ient person person nel nel of Lack No

Subsist ence farmers Group lending

ts of a financi survey al on Financi Yes only throug h pre and good, but highlig hted everyti me campai gns are Lack of mandat e Insuffic ient person nel No No

No

Insuffic ient person nel

Insuffic ient person nel

Insuffic ient person nel of Lack specific training for the Insuffic ient funding -

Insuffic ient person nel of Lack of Lack specific specific training for the training training staff Insuffic Insuffic for the for the Insuffic Insufficient ient ient ient funding funding funding funding Others, please specify low level of support -

Lack of specific training for the Insuffic Insuffic ient ient funding funding -

specific training Insuffic for the Insuffic ient ient funding funding Others, please specify Nation al financi

[Question: What constraints and limitations keep your institution from promoting financial literacy, capability, (Q86SPECIFIED_5) 62. Others, please specify Specify [Question: What constraints and limitations keep your

Others, please specify we still need to have a

(Q87_1) 63. Clarify the regulators role and mandate [Question: Over the next year, what are the main priorities for your country in reference to financial (Q87_2) 63. Engage financial

Clarify the regulators role and mandate Engage

institutions and other private sector financial players in the delivery or the programs institutions [Question: Over the next year, what (Q87_3) 63. Better involve financial are and other consumer advocacy groups [Question: Over the next year, what are the main priorities63. Identify cost effective (Q87_4) for your country in reference mechanisms to deliver these programmes to the masses [Question: Over the63. Evaluate the implemented (Q87_5) next year, what are the main projects [Question: Over the next year, what are the main priorities for your country in reference to financial (Q87_6) 63. Measure the level of literacy of the population [Question: Over the next year, what are the main priorities63. Make country in reference (Q87_7) for your a better use of the medias [Question: Over the next year, what are the main priorities for your country in reference to financial (Q87_8) 63. Train for school professors [Question: Over the next year, what are the main priorities for your country in reference toInclude financial education (Q87_9) 63. financial consumers in schools curricula [Question: Over the next year, what are the main priorities for your country in referenceexplain (Q87_10) 63. Others, please to [Question: Over the next year, what are the main priorities for your country in reference to financial consumers (Q87SPECIFIED_10) 63. Others, please explain Specify [Question: Over the next year, what are the main priorities for your country report any other (Q88) 64. Please in reference to

Clarify the regulat ors Engage financi al instituti -

Clarify the regulat ors Engage Engage financi financi al al instituti instituti -

Engage financi al instituti -

Engage financi al instituti -

Identify cost effectiv e -

Measur e the level of literacy -

Evaluat e the implem ented -

Identify cost effectiv e Measur e the level of literacy -

Measur e the level of Make a literacy better use of the -

Measur e the level of literacy -

Measur e the level of literacy -

Include financi al educati -

Include financi al educati -

Include financi al educati -

La initiatives or features of your country s classific consumer empowerment and market ation conduct framework that have not been des ebdiop ltrevino i.ndaya@bcc.c guzi@b @gmail @cnbv. E-mail d ou.or.u .com gob.mx g Started

Moving from regulati ons pmusin

Include financi al educati Others, please explain Elabora te Nation al Pensio

Include financi al educati -

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The Reserv e Bank of hmzom a@rbm .mw

############ ###### ###### ###### ###### ###### ###### ###### ###### ###### ###### ###### ######

Completed

############ ###### ###### ###### ###### ###### ###### ###### ###### ###### ###### ###### ######

Last Modified

############ ###### ###### ###### ###### ###### ###### ###### ###### ###### ###### ###### ###### First First First First First First First First First Reminder Invitati Invitati Invitati Invitati Remind Remind Remind Remind Remind Remind Remind Remind Sent on Sent on Sent on Sent on Sent er Sent er Sent er Sent er Sent er Sent er Sent er Sent er Sent Completed Survey Comple Comple Comple Comple Comple Comple Comple Comple Comple Comple Comple Comple ted ted ted ted ted ted ted ted ted ted ted ted Survey Survey Survey Survey Survey Survey Survey Survey Survey Survey Survey Survey en-US

Invitation Status

Campaign Status

/4.0 (compa tible; 200.23. 200.10 0 200.23. 200.10 0

40785 Opene d Email, Survey

40798 Comple ted Survey

KENYA Peru CENTR AL BANK OF Superin tenden cy of Bankin Jorge

WAEMU UEMOA Central Bank of West African

Guate mala

Fiji

Samoa

Solomon Islands Central Bank of Solomon Islands Denson

LIBERIA CENTR AL BANK OF MUSSA H KAMAR A DIRECT OR REGUL ATION AND SUPER makam ara@cb l.org.lr 1

Superin Reserv Central tenden e Bank Bank of cia de of Fiji Samoa Bancos Betsy Eliki Lanna

MATU Antoni Antoine o Machu MUGO ca Vilchez ASSIST Head of ANT Platfor DIRECT m of OR latform BANK Attenti SUPER of VISION Attenti on to mugom jmachu TRAORE

Garcia

Boleta LomeDenni wa Ieremia Assista nt Manag er Financi al NFIU Market s lanna.l ddeni@cbs ome@c i.com.sb bs.gov. ws 1 2

Manag Licenci er ada Financi Departeme Depart al Financi nt of amento al Banking & de System Macrofinan Estudio s bgarcia eliki@r antraore@ @centr cav@sb @sib.g bf.gov.f bceao.int albank. s.gob.p ob.gt j go.ke e Deputy Director 4 3 3 1 3

Indhira Antoine Isis TRAORE Marin Collazo Central Depart Central Bank of ment Bank of West Kenya of Product African Capital Nation Banking Matu Mugo Market al s Institut Authori Financi Retire e for ment al Benefit Ombud s Insuran sman ce Regulat ory Commissio n Microfinan ce Departmen ts of

Betsy Amalia Garcia Rivas Direcci

Eliki Lanna Boleta Lome wa Ieremia Reserv Ministr n de e Bank y of protecc of Fiji Comme in al Consu rce, mer Council Fiji Comme rce Commi

Mussah A. Kamara Consumers n Central Affairs/Pric Bank of e Control Liberia Financial Market & Supervisio n, CBSI Denson Denni

To issue market conduc To supervi se financi To

To issue market conduc To supervi se financi To

enforce enforce market market conduc conduc -

To issue To market issue conduc market To To supervi conduc supervise se supervi financial financi se institutions To financi To enforce To market enforce enforce conduct market market regulations conduc conduc To issue market conduct regulations To -

To issue market conduc -

To issue market conduct regulations -

To issue market conduc To

supervi se To To enforce financi To enforce market enforce market conduct market conduc regulations conduc -

Others Others

To issue market conduc To supervi se financi To enforce market conduc -

To supervise financial institutions -

To enforce market conduc -

To supervise financial institutions -

Others -

To issue market conduc To supervi se financi To enforce market conduc -

To supervise financial institutions -

To enforce market conduc -

Others Others

To issue market conduc To supervi se financi To enforce market conduc -

Attenti on of claims of the Attenti on of claims of the Attenti

BCEAO is the central bank of the 8 The Banking Commissio n is a each Inside

The Ministr y of Comme

on of Minister of claims Finance of of the the 8

Constit ution

Central Central Bank Bank law law Consu mer protect ion law Financi al consum er Bankin Banking g law law Microfi nance law -

Constit ution Central Bank Consu law mer protect ion law Financi al consum er Bankin g law

Central Bank law

Consumer protection law -

Bankin g law

Microfinan ce law

Others Others -

Others -

Others

Constit ution

Central Bank law

Consu mer protect ion law -

Consu mer protect ion law -

Banking law

Banking law

Microfinan ce law

Others Others Others

Constit ution

Financi al consum

Microfinan ce law

Others Others Others

Others -

Law 28587 Transp Law Capital arency Market 28587 s Law Code of Retire Consu It

Some reglement ations contain The legal basis of the Bankins Commissio Some

Fair Trading Act

Regulat ory directiv e and The

Ministr y of Comme

ment belongs reglement Benefit to the ations s Law banks contain Insuran ce Law

To provide redress in -

To provide redress in respect of consumers' To provide mediation

To provide redress in To

To provide redress in -

To provide debt counsel -

provide mediati on -

To provide provide mediation mediati on -

To provide redress in To

To increas e awaren To

To increase awareness and understand To To answer answer answer consumer s answer consum consum queries consum er s er s er s Others -

To increas e awaren To

To increas e awaren To To answer answer consum consum er s er s -

To answer consumer s queries -

To provide redress in respect of consumers' To To provide provide mediation mediati on -

To provide redress in To provide mediati on To provide debt counsel To provide debt mediati To increas e awaren To answer consum er s -

To provide mediation

To provide debt mediati To increase To increas awareness e and awaren understand To To answer answer consumer s consum queries er s To provide redress in respect of consumers' To provide mediation

To increase awareness and understand To answer consumer s queries -

To provide redress in To provide mediati on -

To provide debt mediati To increase To increas awareness e and awaren understand To To answer answer consumer s consum queries er s -

To increas e awaren To answer consum

This instituti on provide

SUPER "De facto" VISION role not in "De jure" On-site "De facto" role not in "De jure" "De facto" role not in "De jure"

Constit ution

Constit ution

Constitutio n Central Bank law

Consu mer protect ion law National financial inclusion Nation strategy al financi al

Consu mer protect ion law Nation al financi al Nation al financi al -

Consumer protection law -

Others Others -

Others

Central Bank law Nation al financi al National financial inclusion strategy -

Central Bank law

Consu mer protect ion law -

National financial inclusion strategy -

Others -

Nation al financi al -

National financial inclusion strategy -

Consu mer protect ion law -

Others -

Others Not implict in law but Not implict in law but Not implict in law but Not implict in law but Person al loans originat ed by Person Law N 28587 Comple mentar

Bankin g law and other Ministr y of Comme rce &

Personal loans originated by banks Personal

Person al loans originat ed by Person

Person al loans originat ed by Person

Person al loans originat ed by Person al loans originat ed by Credit cards issued by Credit cards issued by nonDeposit and savings product Insuran ce product s -

al loans loans originat originated ed by Credit Credit by noncards cards issued issued by by Credit banks Credit cards cards issued issued by by non- Deposit Deposit non-bank and and savings savings product products Insuran ce product s Islamic banking products -

al loans al loans originat originat ed by Credit Credit ed by cards cards issued issued by Credit by Credit cards cards issued issued by non- Deposit Deposit by nonand and savings savings product product Insuran Insuran ce ce product product s s -

Money transfe r Mobile financi al service -

Money Money transfe transfer r Mobile financial services/emoney Investment products Financi Financial al advice advice Personal loans originated

Money transfe r Mobile financi al service Invest ment product s Financi al advice -

Personal loans originated by nonCredit cards issued by banks Credit cards issued by non-bank Deposit and savings products Islamic banking products -

Credit cards issued by Credit cards issued by nonDeposit and savings product Insuran ce product s -

Money transfer

Mobile financial services/emoney Investment products Financial advice

Money transfe r Mobile financi al service -

Personal loans originated by banks Personal loans originated by nonCredit cards issued by banks Credit cards issued by non-bank Deposit and savings products -

Insuran ce product s -

Money transfer

Mobile financial services/emoney Investment products

The Financi al Educati Yes,

The SBS does not possess Yes,

At present no institutiona l No

BCEAO is in charge of N/A the Secretary No

Compla none ints exist Forum which Yes, please No describ e implem enting policy directiv

There is no arrange ment. No

please please No describ describ e e They There are are part of many the consum

The high numbe rs of -

The high numbers of people without -

The high numbe rs of The lack of market conduc -

The high numbe The The lack of rs of lack of market market conduct conduc regulatory The lack of supervision and enforceme -

Mislea ding disclos

Hidden fees and charges -

Lack of underst anding of the Lack of data of the level of literacy of Low level of financi al -

Increasi ng levels Lack of of overunderst anding of the -

Low level of financi al -

Mislea ding disclos ure Hidden

The high numbe rs of of Lack

The high numbers of people without Lack of

The high numbe rs of Low

fees underst data of the level of and anding level of financi charges of the literacy of al

To expand /clarify the To ensure effectiv e -

To ensure ensure effectiv effectiv e e -

To expand /clarify the To

To expand the scope -

To expand the To expand covera the coverage of the -

To protect consumers from unregulate -

To increas e the level of -

To increas e the level of -

To increas e the level of -

To assess the level of financial literacy To increas e the level of -

To evaluat e costeffectiv -

Others, please explain To increase financial inclusion

To increas e the level of To

To expand /clarify the To

To protect consumers from unregulate Others,

To expand the scope To

evaluat ensure please increas e cost- effectiv explain e the effectiv e To increase level of financial inclusion

General consumer protection Specific laws or Specific laws or laws or regulati regulations ons Bankin Bankin that g or g or financi financi al laws al laws Banking or Bankin g or financi al laws -

Genera l consum er -

Genera l consum er -

Banking or financial laws or regulations -

Bankin g or financi al laws -

Bankin g or financi al laws -

financial laws or regulations -

Others, please explain none

Person al loans originat ed by -

Person al loans originat ed by -

Personal loans originated by banks Personal

Person al loans originat ed by Person al loans originat ed by Credit cards issued by Credit

Personal loans originated by banks Credit cards issued by banks Deposit and savings products Insurance products

Person al loans originat ed by Person al loans originat ed by Credit cards issued by Credit cards issued by nonDeposit and savings product Insuran ce product s -

loans originated Credit Credit by nonCredit Credit cards cards cards cards issued issued issued by issued Credit by by banks by Credit cards cards issued by Deposit Deposit non-bank Deposit and and and savings savings savings product product products Insuran Insuran ce ce product product s Islamic s Islamic bankin g product Islamic insuran ce banking products -

issued cards by non- issued Deposit by nonDeposit and and savings savings product product Insuran Insuran ce ce product product s s -

Money transfer

Invest Investment ment products product s Financi Financi al al advice advice -

Money Money transfe transfe r r Mobile financi al service Invest Invest

Money transfe r Mobile financi al service -

ment ment product product s Financi s al advice -

Pricing Transp arency and disclos Adverti sing Transp arency and disclos Adverti sing

Pricing

Pricing -

Pricing

Transparen Transp Transp arency arency cy and and disclosure and disclos disclos Adverti Advertising sing Introdu ction of new product Suitabil ity of product s and Financi al advice given Fair treatm ent Unfair, decepti ve or aggress Reckles s lending

Transparen Transp arency cy and disclosure and disclos Introdu ction of new product Suitabil ity of product s and -

Introdu ction of new product -

Financi al advice given Fair treatment

Fair treatment Unfair, deceptive or aggressive -

Coolingoff period Debt Debt collecti collection on practices practic Protect Protect Protection Protect Protect ion of ion of of personal ion of ion of person person data and person person al data al data informatio al data al data Previsi Previsi on of on of proced proced ures to Dispute Dispute Dispute ures to Dispute resoluti on mecha Deposit protect ion scheme Reporti resoluti on mecha Deposit protect ion scheme Reporti resoluti on mecha resoluti on mecha Deposit

Protection of personal data and informatio Previsi on of proced ures to Dispute resolution mechanism s -

ng of ng of client s client s compla compla Others, please explain overindebt edness

protect ion Reporti scheme Reporti ng of ng of client s client s compla compla -

Banks

Banks

Banks

Banks

Banks

Banks

Banks NonNon-bank Nonbank bank financial financi institutions financi al al Insuran Insuran Insuran ce ce ce compa compa compa nies nies nies Mobile money service providers -

Nonbank financi al Insuran ce compa nies Emoney issuers Mobile money service provide Moneyl enders/ pawnsh ops Invest ment firms Financi al adviser s In-site

Insuran Insurance ce companies compa nies Mobile money service provide -

Invest ment firms Financi al adviser s In-site

Invest ment firms Financi al adviser s In-site

Financi al adviser s In-site In-site inspecti inspecti inspecti inspecti inspections ons ons ons ons Off-site Off-site Off-site Off-site Off-site inspecti inspecti inspecti inspecti inspections ons ons ons ons Media monito ring Myster y shoppi ng Media monito ring Media monito ring Myster y shoppi ng -

In-site In-site inspecti inspections ons

Off-site Off-site inspecti inspections ons -

There are other metho To elabora te statistic

There are other metho -

none

<20

50-100 >100

50-100 <20

<20

<20

21-50

50-100 >100

50-100 21-50

<20

<20

Yes

Yes

No

No

Yes

No

No

No

No

Yes

No

Yes

Yes

No

Yes

Yes

Yes

Yes

Yes

No

Yes

No

Yes

Yes

Yes

Yes

Yes

Yes

Yes

No

No

Yes

Letters of warnin

Letters of Letters of warnin

Letters of Letters warning or of warnin similar

Monet ary fines -

Monet Monetary ary fines -

Monet ary fines -

Others, Others, please please describ describe e Nation al Sanction Institut e for

Legal prosec ution Others, please describ e none

Legal prosecutio n Others, please describ e Correct ive and remedi al

1-5

> 100

11 - 20

1-5

1-5

1-5

51 - 100 6 - 10

1-5

1-5

1-5

> 100

1-5

1-5

1-5

Yes

Yes

No

No

Yes

No

Yes

No

Person al loans originat ed by Person

Person al loans originat ed by

Person al loans originat ed by Person al loans originat ed by Credit cards issued by Credit cards issued by nonDeposit and savings product Insuran ce product s -

Personal loans originated by banks Credit cards issued by banks Deposit and savings products Insurance products

al loans originat ed by Credit Credit cards cards issued issued by by -

Deposit Deposit and and savings savings product product Insuran Insuran ce ce product product s Islamic s bankin g product Islamic insuran ce product -

Money transfe r

Invest ment product s Financi Financi al al advice advice

Mobile financi al service Invest ment product s Financi al advice

Pricing Transp arency and disclos Adverti sing Transp arency and disclos Adverti sing

Pricing Transp arency and disclos Adverti sing Introdu ction of new product Suitabil ity of product s and Financi al advice given Fair treatm ent Unfair, decepti ve or aggress Reckles s lending Coolingoff period Debt collecti on practic Protect ion of person al data Previsi on of proced ures to Dispute resoluti on mecha Deposit protect ion scheme Reporti ng of client s compla -

Pricing Transparen cy and disclosure -

Introdu ction of new product Financi al advice given Fair

Fair treatm treatm ent ent Unfair, decepti ve or aggress -

Fair treatment Unfair, deceptive or aggressive -

Protect ion of person al data Previsi on of proced ures to Dispute Dispute resoluti resoluti on on mecha mecha Deposit protect ion scheme Reporti ng of client s compla -

Dispute resolution mechanism s -

Banks

Banks

Banks Nonbank financi al Insuran ce compa nies Emoney issuers Mobile money service provide Moneyl enders/ pawnsh ops Invest ment firms Financi al adviser s

Banks

Nonbank financi al Insuran Insuran ce ce compa compa nies nies -

Insurance companies

Invest ment firms Financi al adviser s

Yes, please describ e Umbrel

Yes, please describ e Depart

No Comme rce Commi ssion Banks Nonbank financi al Insuran ce compa nies Emoney issuers Mobile money service provide Moneyl enders/ pawnsh ops Invest ment firms Financi al adviser s

No

la ment organis of ations Product Banks Banks

Banks

Nonbank financi al Insuran Insuran ce ce compa compa nies nies -

Invest ment firms Financi al adviser s

No

Yes

No

No

Yes

Yes

Yes

No

Yes

No

No

Yes There is no specific

There Total Effective is no Cost of Interest specific Credit Rate (EIR)

Other There price is no Other pric calculat specific

Origina Origination tion fee fee Administra tion or documenta tion fee -

Origina tion fee Admini stration or docum Legal fee Service fee (month ly, Debt collecti on fees Credit life insuran ce or -

Service fee (month ly, Debt collecti on fees Credit life insuran ce or -

Service fee (monthly, transaction , etc.) Credit life insurance or PPI -

No

Yes

Yes

No

No

No

In the In the contrac contract t In the In the contrac contract t In the In the contrac contract t In the contrac t In the contrac t In the In the contrac contract t -

In the In the contrac contrac t t In the contrac t In the contrac t In the contrac t In the contrac t In the contrac t -

In brochu res or other In billboar ds at branch In brochu res or other -

In adverti sement s In news papers In brochu res or other In billboar ds at branch In In brochures or other informatio In billboards at branches In

In adverti sement s In news In news papers papers In brochu res or other In billboar ds at branch In brochu res or other Verball y by the -

brochu brochures res or or other other informatio Verball y by the -

Others -

In brochu res or other In

In adverti sement s In news papers In brochu res or other In In brochures or other informatio In

In news papers

In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

billboar billboar billboards ds at ds at at branch branch branches In In In brochu brochu brochures res or res or or other other other informatio Verball y by the staff / -

Others -

In brochu res or other In

In adverti sement s In news papers In brochu res or other In In brochures or other informatio In

In adverti sement s In news papers In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

billboar billboar billboards ds at ds at at branch branch branches In In In brochu brochu brochures res or res or or other other other informatio Verball y by the staff / -

Others -

In brochu res or other In billboar ds at branch In

In brochu res or other In billboar ds at branch In

In brochures or other informatio In billboards at branches In

In brochu res or other In billboar ds at branch In brochu res or

brochu brochu brochures res or res or or other

Verball y by the staff / Others -

Verball y by the staff / -

In brochures or other informatio In billboards at branches In brochures or other informatio -

In brochu res or other In billboar ds at branch In In brochu brochu res or res or other Verball other y by the staff /

In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

Others -

In brochures or other informatio In billboards at branches In brochures or other informatio -

In brochu res or other In billboar ds at branch In In brochu brochu res or res or other Verball other y by the staff /

In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

Others -

In brochures or other informatio -

In brochu res or other In billboar ds at

In brochu res or other -

Others Portal Web of Superin tendec Portal Web of Superin tendec Portal Web of Superin tendec Portal Web of Superin tendec Portal Web of Superin tendec Portal Web of Superin tendec minimu m balance require

In the In the contrac contract t In the contrac t In the In the contrac contract t In the In the contrac contract t -

In the contrac t In the contrac t In the contrac t In the contrac t In the contrac t In the contrac t In the contrac t In the contrac t In the contrac t -

In the contrac t

In the contrac t -

In the In the contrac contract t In the In the contrac contract t In the In the contrac contract t In the contrac t In the contract

In the contrac t -

In the contrac t

In adverti sement

In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

In brochu res or other In billboar ds at branch -

Verball y by the staff / -

Others In adverti sement s -

In adverti sement s In news papers In brochu res or other In billboar ds at branch -

In news papers

In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

Verball y by the staff / -

Others In adverti sement s In news papers In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

In adverti sement s In news papers In brochu res or other In billboar ds at branch -

Verball y by the staff / -

Others In adverti sement s In news papers In brochu res or

In news papers

In brochu res or

In billboar ds at branch In brochu res or other Verball y by the staff / -

In billboar ds at branch -

Verball y by the staff / -

Others -

In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

In brochu res or other In billboar ds at branch -

Verball y by the staff / -

Others In adverti sement s In news papers In brochu res or other In billboar ds at branch In

In brochu res or other In billboar ds at branch In

In news papers

In brochu res or other In billboar ds at branch -

brochu brochu res or res or other other Verball y by the staff / Others -

Verball y by the staff / -

In brochu res or other In billboar ds at branch In

In brochu res or other In billboar ds at branch In

In brochu res or other In billboar ds at branch -

brochu brochu res or res or

Verball y by the staff / Others -

Verball y by the staff / -

In brochu res or other In

In brochu res or other In

In brochu res or other In billboar ds at branch -

billboar billboar ds at ds at branch branch In In brochu brochu res or res or other other Verball y by the staff / -

Verball y by the staff / -

Others -

In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

In brochu res or other In billboar ds at branch -

Verball y by the staff / -

Others -

Others -

Portal Web of Superin tendec Portal Web of Superin tendec Portal Web of Superin tendec Portal Web of Superin tendec Portal Web of Superin tendec Portal Web of Superin tendec Portal Web of Superin tendec Portal Web of Superin tendec Portal Web of Superin tendec Portal Web of Superin tendec

Applica tion of declini ng

In the contrac t In the contrac t -

In the contrac t In the contrac t -

In brochu res or other In billboar ds at branch In brochu res or other -

In brochu res or other In

In brochures or other informatio In

In adverti sement s In news papers In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

billboar billboards ds at at branch branches In brochu res or other Verball y by the staff / -

In adverti sement s In news papers

In brochu res or other In billboar ds at branch In

In brochu res or other In

In brochures or other informatio In

In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

billboar billboards ds at at branch branches In

brochu brochu res or res or other other -

In brochures or other informatio In billboards at branches -

In the In the contrac contract t In the In the contrac contract t In the contract

In the contrac t In the contrac t -

In brochu res or other In

In brochu res or other In

In brochures or other informatio

In adverti sement s In news papers In brochu res or other In billboar ds at

billboar billboar ds at ds at

In brochu res or other -

In brochu res or other Verball y by the staff / -

In brochures or other informatio Verbally by the staff / agent / correspond -

In brochu res or other Verball y by the staff / -

In adverti sement s In brochu res or other In In brochures or other informatio

In brochu res or other In billboar ds at branch In

In adverti sement s In news papers In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

billboar ds at branch In In brochu brochu brochures res or res or or other other Verball Verbally by other informatio y by the staff / the staff / agent / correspond -

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In brochu res or other In billboar ds at branch In brochu res or other -

In the In the contrac contract t In the In the contrac contract t

In the contrac t In the contrac t

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In the contrac t In the contrac t -

In brochu res or other In

In brochu res or other

In brochures or other informatio

In adverti sement s In news papers In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

billboar ds at branch In In brochu brochu res or res or other Verball Verbally by other y by the staff / the agent / staff / correspond Others -

In brochu res or other In

In brochu res or other

In brochures or other informatio

In adverti sement s In news papers In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

billboar ds at branch In In brochu brochu res or res or other other Verbally by Verball y by the staff / the agent / staff / correspond Others -

In brochures or other informatio

In adverti sement s In news papers In brochu res or other In billboar ds at branch In brochu res or other Verball y by the -

In brochu res or other In

billboar ds at branch In In brochu brochu res or res or other other Verbally by Verball y by the staff / the agent /

Others -

In brochu res or other In

In brochu res or other

In brochures or other informatio

In adverti sement s In news papers In brochu res or other In billboar ds at branch In brochu res or other Verball y by the staff / -

billboar ds at branch In In brochu brochu res or res or other Verball Verbally by other y by the staff / the agent / staff / correspond Others -

In brochures or other informatio -

Verbally by the staff / agent / correspond

Others Portal Web of agents Portal Web of agents Portal Web of agents Portal Web of agents Portal Web of agents

No

Yes

No

Yes

No

No

No

Yes

Yes

No

No

No

No

No

Central bank s websit e -

Others Portal Web of Superin tenden

No

Yes

Yes

Yes

No

Yes

No

Account statement

Others, please describ e Portal Web of banks

Accoun t statem ent -

Account statement

To expand /clarify the To ensure transparen cy and effective -

To expand/cla rify the mandate of To To To ensure ensure ensure transparen ensure transpa transpa cy and transpa rency rency effective To rency -

To expand /clarify the To

expand transpa rency -

To expand the scope -

To expand the scope -

To improv e standar -

To identify costeffective tools to -

To identify costeffectiv -

To improv e standar To

To expand /clarify the To

To ensure transparen cy and effective To identify

identify expand costcostthe effective

No

Yes

No

Yes

Yes

No

No

No

Bank

Bank

Non-bank -

Bank

Bank

Bank

Bank

Bank Nonbank financi al -

Bank Nonbank financi al -

Bank

Bank

Nonbank financi al -

Nonbank Non-bank financi al -

Bank

Non-bank -

Nonbank financi al -

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Bank

Bank

Bank Nonbank financi al -

Bank

Bank

Bank Nonbank financi al -

Bank

Bank

Bank Nonbank financi al -

Bank

Bank

Bank Nonbank financi al -

Bank

Bank

Bank

Nonbank financi al -

Bank

Bank

Bank Nonbank financi al -

Require compul sory inform -

Increas e consist ency -

Increas e consist ency -

Increas e consist ency Limits on sales at a -

Obligation to verify Obligation repayment capacity of -

Obligati on to verify repaym -

Prohibi Prohibi tion o tion Prohibitio o funfair, funfair, decepti Suitabil decepti Suitability Suitabil ity of ity of of products product product and

Prohibition o funfair, deceptive or Suitability of products and

Require compul sory inform Suitabil

Prohibi tion o funfair, decepti Suitabil

Obligation to verify repayment capacity of Suitability

ity of ity of of products product product and s and s and services for

Propert y auction or There

Abusiv e Clauses are

is a private credit Positiv e inform ation is Negativ Negativ e e inform inform ation is ation is These These

. Disclosure Forcefu of l Are consid none informatio behavi n on our There There is is a There is a a private private credit There credit There is a governmen t credit bureau Positive -

The absence of clear regulatory -

Hidden charges and using There is a govern ment Positiv e inform ation is Negativ e inform ation is These instituti ons report These instituti ons have -

is a govern ment Positiv e inform ation is Negativ Negative e informatio inform n is ation is collected These instituti ons report These These instituti institutions ons have have access to Consumers can gain access to data held -

informatio Positive in n is collected Negative-

These instituti instituti institutions These ins ons ons report report These informatio These report These instituti instituti institutions These ins ons ons have have have Consu Consu access to Consu mers mers can can gain Consu gain Consu mers mers can can arrange arrange Consu The mers entitled to one Consu purpos e is to count Yes, mers can gain Paying a fee to get a report

banks

mers they empow can ered by express

Bank

Bank

Bank

Bank

Bank

Bank

Nonbank financi al Microcr Microcr edit/mi edit/mi crofina crofina

Bank

Bank

Bank

Bank

Bank

Bank

Bank

Microcr edit/mi crofina nce -

No

Yes, please No describ e All

No

No

No

No

Yes, please describ e Anythin g that is in violatio No

clauses thar Better refers Credit Better Expand disclos disclos reference Credit ref scope ure of ure of bureau of cost of cost of Introducing legislati Expand Better No avenue Better

Improved monitoring avenue and for enforceme consum Better Introdu scope disclos for disclos e or disclosure cing, or Expand sc of ure of consumers ure in mislead of cost of strengt legislati the to lay adverti ing Credit Better Introduce Improv Better comparabl hening, Introducing Better referen disclos limits on ed disclos , or disclos Better dis ce ure in fees on monito ure in strengtheni ure of bureau adverti bank ring adverti ng, the Better Over- Better Credit Introdu Better Introdu disclos indebte disclosure Introducin referen cing, or disclosure cing, or ure in dness of cost of ce strengt of the strengt adverti comparabl bureau hening, terms and hening,

Introdu cing, or strengt hening, Abusiv

Yes

Yes

No

Yes

Yes

No

No

No

Yes

Yes

No

Yes

Yes

No

No

No No, but it is planne d to but No, be

No

Yes

No, but it is planned to Yes be implement No, but it is planned to No be implement No, but it is planned to No be implement No, but it is planned to Yes be implement No, but it is planned to No be implement No, but it is planned to No be implement 150

No

No

No

No

Yes

Yes

No

Yes

Yes

Yes

No

it is planne d to be No, but it is No, but planned to it is be planne implement d to but No, be No No it is planne d to be No

No

Yes

Yes

No

No

Yes

No, but it is No planne d to be No No

No

No

No

No

No

20000

10

120

150

150

1 Rectific ation done Client of a bank Financi Complain al compla Client Client of of a a bank Client of a nonbank Client of a moneyl ender/ Client of an emoney issuers Client of a mobile money -

Both financi al provide

Both financi Both finan al provide

10

5000

NA

150

500

none

50

less than 5 six months

1 30 days NA month

3 none 2 to 3 mo weeks

a month

80

70 %

NA

65%

80%

none

60

80%

N/A

NA

N/A

N/A

NA

N/A

overch arging, 0 non disclos N/A Custom er sensitiz ation No 0 86% of Peruvia n district No

No ombud none sman Nothin g none signific ant Financi

0 banks to disclose fees high bank fees

N/A Remedi al and correcti ve unfair

NA

al Complain none Compla ints N/A NA none

financi al charges unfair disclos ure practic The

NA There is a project to put in place an No

nil

Small Claims none The Super Tribuna l is in Yes, No please No describ e Consu mer Council

The issue of setting complaint up of a handling is Consu No No

Expand Expand the the covera covera ge of Establish ge of Establis h mechanism Establishmecha s for bank nisms customers -

Establis h mecha nisms Identify

Establish mechanism s for bank customers Identify

Establis h mecha nisms Decrea se the cost of the -

cost cost effectiv effective mechanism Decrea e se Decrease the cost of the -

Set up an ombudsma n -

Others, please explain New constit ution passed

Expand the covera Establis Others, ge of please h explain mecha nisms New constit ution passed No Yes

Establish mechanism s for bank customers Set up an ombudsma n

Yes

Yes

No

No

Yes

No

No

No

No

No

No

No

No

No

No

No

Yes, please indicate No which institution Central Bank

Yes, please indicat e which Mandat

Yes, please No indicat e which the

No

Yes, please indicat e which The

Yes, please indicat e which Regulat

Financi ion for al Inform Educati ationTr

ed in central the bank of Bankin samoa Yes, please Yes, Yes, indicate please please No Yes, pleas which indicat indicat institution e which e which Some Under central actions are The Super the bank of takin some Nation samoa time in the al

Yes, please indicat e which Central Bank of Liberia

Printin g& distribu tion of Worksh ops with

Printin g& distribu tion of -

Printin g Printing & & distribu tion of Worksh ops Workshop with -

Workshops with consumers

Newsp aper intervie ws Consu

Newsp Newsp Newspaper aper aper Newspap interviews intervie intervie ws ws Consu Consumer Consu mer mer awareness Consume mer awaren awaren adverts / awaren ess ess notices in ess TV TV TV intervie intervie intervie ws ws ws TV TV adverts adverts Messag es embed ded in Radio Nation al confere nces Financi Radio TV adverts

Newsp aper intervie ws -

Radio

Radio

Radio

Radio

Nation al confere nces Financi

al al educati educati on in Financi on in al educati on Financi al educati on in -

Nation National al c confere nces Financi Financi al Financialal educati educati on in on in Financi Financi

National conference s related to consumer -

al Financialal educati educati on Financi on Financialal educati on in Financi al educati on -

A financi al literacy -

Financial education through rural -

A financia -

Printin g& distribu tion of Worksh

Printin g& distribu tion of -

Printin g& distribu tion of Worksh

Printin g& distribu tion of

Printing & distributio n of brochures Workshops

Printin g& distribu tion of

ops with consum Newsp Newsp aper aper intervie intervie ws Consu ws mer awaren ess TV intervie ws TV adverts Messag es embed ded in Radio -

Newspaper interviews Consumer awareness adverts / notices in -

ops with consum Newsp

with consumers or -

aper intervie ws Consu Consu mer mer awaren awaren ess ess -

TV adverts

Radio

Radio

Radio

Radio

Nation National al c confere

Financi al educati on in Financi al educati on -

Financi Financialal educati on in Financi -

Financi al educati on in -

al educati on Financi al educati on in Financi al educati on -

Financi al educati on A financi al Financi literacy al literacy via -

Financial education through rural -

Financi al literacy via

Yes, please describ e Membe

Yes, please No describ e They

No

Yes, please No describ e Promot e, formul ate and

No

No

rs of try to the distribu Financi te Yes Yes No No

Yes

No

No

Yes

Yes Lack access to formal Dissemi

Yes Urban: Financi al educati Priority

No

No

Yes School Childre n -

Yes poor literacy , low income

Yes Target groups are those living in rural Currently

No

nated topics: throug basic h knowle Yes Evaluat ion/im pact assess A change in the commu Yes. No No No

Microfi simple building nance their level expositi of financial No No No No

Lack of m Insuffic ient person nel of Lack specific training for the Insuffic ient funding -

Insuffic ient person nel Lack of specific training Insuffic for the ient funding -

Insufficient personnel Lack of specific training for the staff Insufficient funding

Insuffic Insufficient ient personnel person nel of Lack of Lack specific specific training training for for the the staff Insuffic Insufficient ient funding funding Others, please specify no strateg y or Others, please specify This has not been

Engage financial Engage fin institutions and other -

Clarify the regulat ors Engage financi al instituti -

Engage financi al instituti -

Identify cost effectiv Evaluat e e the implem ented Measur -

Identify cost effective mechanism -

Identify cost effectiv e -

e the level of literacy Make a better use of the medias -

Measur e the level of literacy -

Measure the level of literacy of the Make a better use of the -

Include fin -

Others, please explain Finalise develo pment of a ThePer us Conduc N/A N/A Financi ting a Nation Mugo al imarin eliki@r antraore@ M@cen @sbs.g mperez@ bf.gov.f bceao.int tralban ob.pe j k.go.ke

Include financial education in schools -

lanna.l makam ddeni@cbs ome@c ara@cb i.com.sb bs.gov. l.org.lr ws

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###### ###### ######### ###### ###### ###### ######### ###### First Invitati Invitation Invitati Invitati Invitation Invitati Remind Invitation on Sent Sent on Sent on Sent Sent on Sent er Sent Comple Comple Opened EComple Comple Comple Completed mail, ted ted Complete ted ted ted Survey Survey Survey Survey Survey Survey Survey Started en-US en-US en-US en-US en-US

/4.0 (Windows; /4.0 /4.0 (compatibl /5.0 Mozilla/4 (compa U; (compa (compa e; MSIE (Windo tible; Windows tible; tible; 7.0; ws NT 200.37. 41.82.152. 216.230.183.81. 202.4.3 202.1.168. 62.56.1 1 51.36 124 140.93 2.94 70 60.75 200.37. 41.82.152. 216.230.183.81. 202.4.3 202.1.168. 62.56.1 1 51.36 124 140.93 2.94 70 60.75 ###### 40807 Opened E40807 Comple mail, ted Survey Survey Started 40834 40834 40868 40876 Comple Comple Comple Complete ted ted Completed ted Survey Survey Survey Survey

/Comm unity/s urveys/ 188522 http://

/Communit y/surveys/ 188522476 /Community/surveys/1885224761/2d99e327036.htm 1/2d99e32 http://efm.

efm.jus jusfeedbac feedba k.com/Co http://efm.jusfeedback.com/Community/se.ashx?s=705E3F392D99E32708CE34EDA9CF13EB7D ck.com mmunity/s

Responding Country Responding Institution

Angola
Banco Nacional Angola

China
the People's Bank of China

DR Congo
Banque Centrale du Congo

Fiji
Reserve Bank of Fiji

Guatemala
Superintendencia de Bancos

KENYA
CENTRAL BANK OF KENYA

LIBERIA
CENTRAL BANK OF LIBERIA

MALAWI
RESERVE BANK OF MALAWI

MEXICO
National Banking and Securities Commission (CNBV)

Person Responsible For Completing The Questionnaire: Name Surname Title Irene Sobrinho Consultant Shaohua Zhang Dr NDAYA ILUNGA Marie-Jos Directeur Adjoint Eliki Boletawa Manager Financial Systems Development Betsy Garcia Licenciada MATU MUGO ASSISTANT DIRECTOR MUSSAH KAMARA DIRECTOR HASTINGS MZOMA CHIEF EXAMINER LUIS TREVINO GARZA DIRECTOR

Department

DSI

the Research Institute of Finance and Banking zhangshaohua@pbc.gov.cn

Direction de la Surveillance des Intermdiaires FinanciersSurveill i.ndaya@bcc.cd

Financial Systems Development & Compliance eliki@rbf.gov.fj

Departamento de Estudios, Area de Desarrollo de Normativa bgarcia@sib.gob.gt

BANK SUPERVISION

REGULATION AND SUPERVISION makamara@cbl.org.lr

MICROFINANCE & CAPITAL MARKETS DEPARTMENT hmzoma@rbm.mw

ACCESS TO FINANCE GENERAL DIRECTION ltrevino@cnbv.gob.mx

Email

irene.sobrinho@bna.ao

mugom@centralbank.go.ke

How many agencies in your country are responsible for market conduct regulation, supervision and enforcement and/or consumer empowerment? (Your answer should not be more than 4) No. of agencies Agency 1 2 1 1 3 What agencies in your country are responsible for market conduct regulation, supervision and enforcement and/or consumer empowerment? Banco Nacional de Angola State Administration for Industry &Commerce Banque Centrale du Congo Reserve Bank of Fiji

1 Direccin de proteccin al consumidor (Ministerio de Economa)

4 Central Bank of Kenya

1 Central Bank of Liberia

1 RESERVE BANK OF MALAWI

4 National Banking and Securities Commission (CNBV)

Agency 2

Instituto Nacional de Defesa do Consumidor (INADEC)

Consumer Council

Capital Markets Authority

Central Bank (BANCO DE MEXICO) National Commission for the Protection of Users of Financial Services (CONDUSEF) Insurance and Surety National Commission (CNSF) / Institute for the Protection of Banking Savings (IPAB)

Agency 3

Fiji Commerce Commission

Retirement Benefits Authority Insurance Regulatory Authority

Agency 4

What are the main functions of the agency for market conduct? Agency 1 Banco Nacional de Angola State Administration for Industry &Commerce Banque Centrale du Congo Reserve Bank of Fiji Direccin de proteccin al consumidor (Ministerio de Economa) Central Bank of Kenya Central Bank of Liberia RESERVE BANK OF MALAWI National Banking and Securities Commission (CNBV)

To issue market conduct regulations   To supervise financial institutions' compliance with market conduct regulations  To enforce market conduct regulations  Others                    Handling unresolved complaints from financial consumers   

Agency 2

Instituto Nacional de Defesa do Consumidor (INADEC)

Consumer Council

Capital Markets Authority

Central Bank (BANCO DE MEXICO)

To issue market conduct regulations

Responding Country Responding Institution

PALESTINE

Paraguay

Peru

Philippines

Republic of Armenia
Central Bank of Armenia

Russian Federation
Ministry for Economic Development of the Russian Federation

Samoa
Central Bank of Samoa

SENEGAL
Ministre de l'Economie et des Finances

Solomon Islands
Central Bank of Solomon Islands

Palestine Monetary Authority Banco Central del Paraguay

Superintendency of Banking, Bangko Sentral ng Pilipinas Insurance and Private Pension Funds of Per (SBS)

Person Responsible For Com Name Surname Title Ali Faroun Director Juan Carlos Penoni Manevy Mr Jorge Antonio Maria Belinda Machuca Vilchez Caraan Head of Platform of Officer in Charge Attention to the User of the Department of Products and Services to The Consumer latform of Attention to the User of the SBS jmachucav@sbs.gob.pe Integrated Supervision Department I mcaraan@bsp.gov.ph Andranik Grigoryan Head of Department Boris Prokopyev consultant Lanna Lome-Ieremia Assistant Manager El Hadji Birane DIOP Birane Mr Denson Denni

Department

Consumer Relations & Market Regulation, norm and Conduct procedures afaroun@pma.ps jpenoni@bcp.gov.py

Financial regulation

Innovation Development and Financial Markets Corporate Governance prokopyevbb@economy.gov.r lanna.lome@cbs.gov.ws u

DRS-SFD Statistiques et stratgies ebdiop@gmail.com

NFIU

Email

andranik.grigoryan@cba.am

ddeni@cbsi.com.sb

How many agencies in your (Your answer should not be more than 4) No. of agencies What agencies in your coun Agency 1 palestine monetary authority Banco Central del Paraguay Department of Products and Bangko Sentral ng Pilipinas Services to Central Bank of Armenia Ministry for Economic Development of the Russian Federation Ministry of Commerce, Industry and Labour Direction de la Consumers Affairs/Price Rglementation et de la Control supervision des systmes financiers dcentraliss (DRSSFD) 3 1 4

Agency 2

Instituto Nacional de Cooperativismo Ministerio de Industria y Comercio

Agency 3

National Institute for the Securities and Exchange Defense of Competition and Commission Intellectual Property Protection (Indecopi) Financial Ombudsman Service Philippine Deposit Insurance Corporation Insurance Commission

Ministry of Finance of the Russian Federation Federal Service on Consumers' Rights Federal Financial Markets Service

Direction de la microfinance Financial Market & (DMF) Supervision, CBSI Banque Centrale des Etats de l'Afrique de l'Ouest (BCEAO) Observatoire de la Qualit des Services Financiers (OQSF)

Agency 4

What are the main function Agency 1 palestine monetary authority Banco Central del Paraguay Department of Products and Bangko Sentral ng Pilipinas Services to Central Bank of Armenia Ministry for Economic Ministry of Commerce, Development of the Russian Industry and Labour Federation Direction de la Rglementation et de la supervision des systmes financiers dcentraliss (DRS-SFD) Consumers Affairs/Price Control

To issue market conduct re  To supervise financial insti  To enforce market conduct Others   - follow up and resolve consumer complaints    Attention of claims of the Finantial and Insurance System Finantial or Insurance Companies   Conducts regular meetings with Industry Associations to discuss commen policy concerns and issues, including those related to market conduct                

Agency 2

Instituto Nacional de Cooperativismo

National Institute for the Securities and Exchange Defense of Competition and Commission Intellectual Property Protection (Indecopi)

Ministry of Finance of the Russian Federation

Direction de la microfinance (DMF)

Financial Market & Supervision, CBSI

To issue market conduct re

Responding Country Responding Institution

Uganda
Bank of Uganda

WAEMU - UEMOA

ZAMBIA

TOTAL

Central Bank of West African BANK OF ZAMBIA States - Banque Centrale des Etats de l'Afrique de l'Ouest (BCEAO)

Person Responsible For Com Name Surname Title Polycarp Musinguzi Dr Antoine TRAORE Deputy Director MUSAPENDA PHIRI FSDP PROJECT COORDINATOR

Department

Governor's Office

Departement of Banking & Macrofinance antraore@bceao.int

FSDP SECRETARIAT, NBFIS DEPARTMENT mjphiri@boz.zm

Email

pollymusing@yahoo.com

How many agencies in your (Your answer should not be more than 4) No. of agencies What agencies in your coun Agency 1 Bank of Uganda Central Bank of West African Bank of Zambia States (BCEAO) 4

Agency 2

Capital Markets Authority

Banking Commission

Pensions and Insurance Authority

Agency 3

Uganda Insurance Commission Ministry of Finance, Planning and Economic Development, Department of Microfinance

Microfinance Departments of Securities and Exchange Ministers of Finances Commission Competition and Consumer Protection Commission

Agency 4

What are the main function Agency 1 Bank of Uganda Central Bank of West African States (BCEAO) Bank of Zambia

To issue market conduct re  To supervise financial insti  To enforce market conduct Others     to conduct Monetary and BCEAO is the central bank of exchange rate policy;to the 8 foster regional economic and monetary integration  20 6 10   17   19

Agency 2

Capital Markets Authority

Banking Commission

Pensions and Insurance Authority

20

To issue market conduct re

Responding Country

Angola

China

DR Congo

Fiji

Guatemala

KENYA
 

LIBERIA

MALAWI

MEXICO
  

 To supervise financial institutions' compliance with market conduct regulations To enforce market conduct regulations  Others 

 The Ministry of Commerce and Industry is responsible for market conduct regulation and supervision of all corporate entities. But, the focus of its function is

Agency 3

Fiji Commerce Commission

Retirement Benefits Authority

National Commission for the Protection of Users of Financial Services (CONDUSEF)

To issue market conduct regulations  To supervise financial institutions' compliance with market conduct regulations  To enforce market conduct regulations  Others    

Agency 4

Insurance Regulatory Authority

Insurance and Surety National Commission (CNSF) / Institute for the Protection of Banking Savings (IPAB)

To issue market conduct regulations  To supervise financial institutions' compliance with market conduct regulations  To enforce market conduct regulations  Others Others   

What is the legal basis for the agencys work in regulating, supervising, or enforcing market conduct requirements? Agency 1 Banco Nacional de Angola State Administration for Industry &Commerce Banque Centrale du Congo Reserve Bank of Fiji Direccin de proteccin al consumidor (Ministerio de Economa) Central Bank of Kenya Central Bank of Liberia RESERVE BANK OF MALAWI National Banking and Securities Commission (CNBV)

Central Bank law -

Consumer protection law Others

Central Bank law Banking law Microfinance law Cooperatives law -

Central Bank law Financial consumer protection law Banking law -

Constitution Consumer protection law -

Central Bank law Banking law Microfinance law -

Central Bank law Banking law Others

Consumer protection law Banking law Microfinance law Cooperatives law Others

Banking law Microfinance law Cooperatives law Others

Responding Country

PALESTINE

Paraguay


Peru

Philippines
 

Republic of Armenia

Russian Federation
 

Samoa

SENEGAL

Solomon Islands


To supervise financial insti To enforce market conduct  Others To supervice cooperatives.  Attention of claims of the Finantial and Insurance System Finantial or Insurance Companies Financial Ombudsman Service Philippine Deposit Insurance Corporation Federal Service on Consumers' Rights  Others

Agency 3

Ministerio de Industria y Comercio

Banque Centrale des Etats de l'Afrique de l'Ouest (BCEAO)

To issue market conduct re  To supervise financial insti  To enforce market conduct  Others  Attention of claims of the Finantial and Insurance System Finantial or Insurance Companies    

Agency 4

Insurance Commission

Federal Financial Markets Service

Observatoire de la Qualit des Services Financiers (OQSF)

To issue market conduct re  To supervise financial insti  To enforce market conduct  Others Others 

What is the legal basis for t Agency 1 palestine monetary authority Banco Central del Paraguay Department of Products and Bangko Sentral ng Pilipinas Services to Central Bank of Armenia Ministry for Economic Ministry of Commerce, Development of the Russian Industry and Labour Federation Direction de la Rglementation et de la supervision des systmes financiers dcentraliss (DRS-SFD) Consumers Affairs/Price Control

Central Bank law Banking law Others

Central Bank law Banking law -

Constitution Consumer protection law Financial consumer protection law Others

Central Bank law Banking law Cooperatives law Others

Central Bank law Consumer protection law Banking law Others

Others

Others

Microfinance law -

Consumer protection law -

Responding Country

Uganda


WAEMU - UEMOA


ZAMBIA
  

TOTAL
8 7 8 2 15

To supervise financial insti To enforce market conduct  Others The Banking Commission is a common organisation of the 8 WAEMU's states.

Agency 3

Uganda Insurance Commission

Microfinance Departments of Ministers of Finances

Securities and Exchange Commission

20

To issue market conduct re  To supervise financial insti  To enforce market conduct  Others  Inside each Minister of Finance of the 8 WAEMU's states, there is a Microfinance Department in charge of the supervision of microfinance institutions. Ministry of Finance, Planning and Economic Development, Department of Microfinance Competition and Consumer Protection Commission  6 2 3  7  7

Agency 4

13

To issue market conduct re  To supervise financial insti 4 To enforce market conduct  Others Others Formulation of Tier 4 and SACCOS still unregulated, and working closely with the Central Bank. 4 3 11 4

What is the legal basis for t Agency 1 Bank of Uganda Central Bank of West African States (BCEAO) Bank of Zambia 21

Constitution Central Bank law Microfinance law Others

Central Bank law Banking law Microfinance law Others

Constitution Central Bank law Banking law Microfinance law -

21 21 21 21 21 21 21 21

Responding Country Others

Angola

China
Law on Protection of Consumer and Interests

DR Congo

Fiji

Guatemala

KENYA

LIBERIA
Regulatory directive and guidelines

MALAWI
Financial Services Act

MEXICO
CNBV: Also, the Stock market law.

Agency 2

Instituto Nacional de Defesa do Consumidor (INADEC)

Consumer Council

Capital Markets Authority

Central Bank (BANCO DE MEXICO)

Consumer protection law -

Consumer protection law -

Others Capital Markets Law

The Ministry of Commerce & Industry law and customer protection regulations

Constitution Central Bank law Financial consumer protection law Banking law -

Others Agency 3

Fiji Commerce Commission

Retirement Benefits Authority Others Retirement Benefits Law -

Constitution -

National Commission for the Protection of Users of Financial Services (CONDUSEF) Constitution Central Bank law Consumer protection law Financial consumer protection law Banking law Microfinance law Cooperatives law Others CONDUSEF: Law for Transparency and Regulation of Financial Services; Special Regulation for the CONDUSEF.

Others Agency 4

Insurance Regulatory Authority

Insurance and Surety National Commission (CNSF) / Institute for the Protection of Banking Savings (IPAB)

Responding Country Others

PALESTINE
- consumer protection regulations

Paraguay

Peru
Law 28587 Transparency of information related to banking products and services

Philippines
Special laws governing specific financial institutions (such as those for thrift banks, rural banks, pawnshops, non-stock savings and loan associations) and Anti Money Laundering Act

Republic of Armenia
Law on Consumer lending Law on Attraction of Banking Deposits Law on Financial System Mediator

Russian Federation

Samoa

SENEGAL

Solomon Islands

Ministry is responsible for Fair Trading Act achieving sustainable economic growth. Ministry in a way supervises all processes concerning regulation and enforcement of market conduct requirements (entitled by the Government).

Agency 2

0 Instituto Nacional de Cooperativismo

National Institute for the Securities and Exchange Defense of Competition and Commission Intellectual Property Protection (Indecopi) Constitution Consumer protection law Others Law 28587 Code of Consumer Protection and Defense, Law No.29571 Others Securities Regulation Code, and its implementing rules and regulations -

Ministry of Finance of the Russian Federation

Direction de la microfinance (DMF)

Financial Market & Supervision, CBSI

Cooperatives law -

Banking law Microfinance law -

Microfinance law -

Central Bank law Banking law -

Others Agency 3

0 Ministerio de Industria y Comercio Constitution Consumer protection law -

Financial Ombudsman Service Financial consumer protection law Others It belongs to the banks association.

Philippine Deposit Insurance Corporation Others Charter of the Philippine Deposit Insurance Corporation -

Federal Service on Consumers' Rights Consumer protection law Others Entitled by the Government -

Banque Centrale des Etats de l'Afrique de l'Ouest (BCEAO) Central Bank law Banking law Microfinance law -

Others Agency 4

Insurance Commission

Federal Financial Markets Service

Observatoire de la Qualit des Services Financiers (OQSF)

Constitution Consumer protection law

Responding Country Others

Uganda
Bank of Uganda Financial Consumer Protection Guidelines to Commercial Banks

WAEMU - UEMOA
Some reglementations contain provisions related to consummer protection (manly financial consummer protection)

ZAMBIA
Financial consumer protection issues covered in the Banking and Financial Services Act

TOTAL
21

Agency 2

Capital Markets Authority

Banking Commission

Pensions and Insurance Authority

21

Others Act of Parliament

Banking law Microfinance law Others The legal basis of the Bankins Commission is a Conention between the WAEMU states (a king of treaty). Some reglementations contain provisions related to consummer protection (manly financial consummer protection)

Others 1. Pension Scheme Regulation Act 2. Insurance Act

21 21 21 21 21 21 21 21 21

Others Agency 3

Uganda Insurance Commission Others Act of Parliament

Microfinance Departments of Ministers of Finances Microfinance law Others Some reglementations contain provisions related to consummer protection (manly financial consummer protection)

Securities and Exchange Commission Others 1. Securities Acts

21

21 21 21 21 21 21 21 21 21

Others Agency 4

Ministry of Finance, Planning and Economic Development, Department of Microfinance

Competition and Consumer Protection Commission

13

Consumer protection law

21 21 21

Responding Country Others

Angola
-

China
-

DR Congo
-

Fiji
-

Guatemala

KENYA
Others 0 Insurance Law -

LIBERIA
-

MALAWI

MEXICO
Banking law Others

What are the main functions of the agency for consumer empowerment?
Agency 1 Banco Nacional de Angola State Administration for Industry &Commerce Banque Centrale du Congo Reserve Bank of Fiji Direccin de proteccin al consumidor (Ministerio de Economa) Central Bank of Kenya Central Bank of Liberia RESERVE BANK OF MALAWI National Banking and Securities Commission (CNBV)

To provide redress in respect of consumers' complaints  To provide mediation  To provide debt counseling To provide debt mediation To increase awareness and understanding of financial products  To answer consumers queries  Others       

  

   -

  -

  Others To establish a disclosure framework.

Agency 2

Instituto Nacional de Defesa do Consumidor (INADEC)

Consumer Council

This institution provides consumer protection in general, there is currently no specific legislation or an agency for consumer protection in financial services Capital Markets Authority

Central Bank (BANCO DE MEXICO)

To provide redress in respect of consumers' complaints  To provide mediation  To provide debt counseling  To provide debt mediation To increase awareness and understanding of financial products

       Others Transparency is a main function for the central bank. 

To answer consumers queries  Others 

Agency 3

Fiji Commerce Commission

Retirement Benefits Authority

National Commission for the Protection of Users of Financial Services (CONDUSEF)

To provide redress in respect of consumers' complaints  To provide mediation  To provide debt counseling 

Responding Country Others

PALESTINE
-

Paraguay
-

Peru

Philippines
Others Insurance Code of the Philippines, and Pre Need Code -

Republic of Armenia

Russian Federation
Others Agency is responsible for developing financial markets in the country (entitled by the Government). -

Samoa

SENEGAL
Financial consumer protectionMicrofinance law -

Solomon Islands

What are the main func


Agency 1 palestine monetary authority Banco Central del Paraguay Department of Products and Bangko Sentral ng Pilipinas Services to Central Bank of Armenia Ministry for Economic Ministry of Commerce, Development of the Russian Industry and Labour Federation Direction de la Rglementation et de la supervision des systmes financiers dcentraliss (DRS-SFD) Consumers Affairs/Price Control

To provide redress in respe  To provide mediation  To provide debt counseling  To provide debt mediation  To increase awareness and  To answer consumers que  Others  Others SUPERVISION On-site Supervision Yearly supervision activities taken in financial institutions main offices Agency 2 0 Instituto Nacional de Cooperativismo Evaluation of FIs compliance Securities and Exchange National Institute for the Defense of Competition and Commission Intellectual Property Protection (Indecopi)  To provide mediation  To provide debt counseling To provide debt mediation  To increase awareness and  To answer consumers que  Others         Ministry of Finance of the Russian Federation Direction de la microfinance (DMF) Financial Market & Supervision, CBSI                

To provide redress in respe 

Agency 3

0 Ministerio de Industria y Comercio

Financial Ombudsman Service

Philippine Deposit Insurance Corporation

Federal Service on Consumers' Rights

Banque Centrale des Etats de l'Afrique de l'Ouest (BCEAO)

To provide redress in respe  To provide mediation  To provide debt counseling  

Responding Country Others Others

Uganda
-

WAEMU - UEMOA

ZAMBIA
Others 1. Competition and Consumer Protection Act

TOTAL
21 21 21 21 21 18

What are the main func


Agency 1 Bank of Uganda Central Bank of West African States (BCEAO) Bank of Zambia 21

To provide redress in respe  To provide mediation  To provide debt counseling 1 To provide debt mediation 2 To increase awareness and  To answer consumers que  Others "De facto" role not in "De jure"  Others Mediation offered to the extent possible but is not a main institutional function of  17 14 21   14 8  11

Agency 2

Capital Markets Authority

Banking Commission

Pensions and Insurance Authority

21

To provide redress in respe  To provide mediation  To provide debt counseling 2 To provide debt mediation 3 To increase awareness and  To answer consumers que  Others "De facto" role not in "De jure" Others Mediation offered to the extent possible but is not a main institutional function  9 14 16   9 6  6

Agency 3

Uganda Insurance Commission

Microfinance Departments of Ministers of Finances

Securities and Exchange Commission

20

To provide redress in respe  To provide mediation  To provide debt counseling 4  6

Responding Country

Angola

China

DR Congo

Fiji

Guatemala

KENYA

LIBERIA

MALAWI

MEXICO

To provide debt mediation To increase awareness and understanding of financial products  To answer consumers queries  Others Others To develop preventive activities such as promotion of Financial Education and supervision.  

Agency 4

Insurance Regulatory Authority

Insurance and Surety National Commission (CNSF) / Institute for the Protection of Banking Savings (IPAB)

To provide redress in respect of consumers' complaints To provide mediation To provide debt counseling To provide debt mediation To increase awareness and understanding of financial products To answer consumers queries Others What is the basis for the agencys work in promoting consumer empowerment? Agency 1 Banco Nacional de Angola State Administration for Industry &Commerce -

Banque Centrale du Congo Reserve Bank of Fiji Direccin de proteccin al consumidor (Ministerio de Economa)

  Central Bank of Kenya Central Bank of Liberia

RESERVE BANK OF MALAWI

National Banking and Securities Commission (CNBV)

Central Bank law -

Consumer protection law -

Central Bank law -

National financial inclusion strategy National financial education/literacy strategy

Constitution Consumer protection law -

Central Bank law -

National financial inclusion strategy -

Others

Law on Protection of Consumer and Interests

Others

Others

Others

Others

Not implict in law but there Banking law and other is national public-private regulatory directives partnership that is promoting the development of a national strategy on financial education and consumer protection.

1.Financial Services Act Banking law (article 101). 2.National Financial Literacy iniative by Governement, Reserve Bank of Malawi and other stakeholders.

Responding Country

PALESTINE

Paraguay
 

Peru


Philippines

Republic of Armenia

Russian Federation

Samoa

SENEGAL

Solomon Islands

To provide debt mediation To increase awareness and  To answer consumers que  Others     

Agency 4

Insurance Commission

Federal Financial Markets Service

Observatoire de la Qualit des Services Financiers (OQSF)

To provide redress in respe To provide mediation To provide debt counseling To provide debt mediation To increase awareness and To answer consumers que Others What is the basis for the ag Agency 1 Palestine Monetary Authority

  Ministry for Economic Ministry of Commerce, Development of the Russian Industry and Labour Federation -

 

 

Central Bank of Armenia

 

Banco Central del Paraguay Department of Products and Bangko Sentral ng Pilipinas Services to

Direction de la Rglementation et de la supervision des systmes financiers dcentraliss (DRS-SFD)

Consumers Affairs/Price Control

Central Bank law -

Central Bank law National financial inclusion strategy National financial education/literacy strategy

Constitution Consumer protection law -

Central Bank law -

Central Bank law -

National financial inclusion strategy -

National financial inclusion strategy -

Constitution Consumer protection law -

National financial education/literacy strategy

Others

Others - banking law - institution 5 years strategy

Others Law N 28587 Complementary Law to the Consumer Protection Law in Financial Services Issues.(2005). SBS Resolution N1765-2005 Regulationfor Information Transparency and Applicable Rules for Contracting with Users in the Financial System(Regulation of Transparency). It was amended by Resolution No.905-2010-SBS.

Others

Responding Country

Uganda

WAEMU - UEMOA

ZAMBIA

TOTAL
1 2

To provide debt mediation To increase awareness and  To answer consumers que  Others "De facto" role not in "De jure" Others Mediation offered to the extent possible but is not a main institutional function  8 3 16   8

Agency 4

Ministry of Finance, Planning and Economic Development, Department of Microfinance

Competition and Consumer Protection Commission

14

To provide redress in respe To provide mediation To provide debt counseling To provide debt mediation To increase awareness and  To answer consumers que Others What is the basis for the ag Agency 1 Bank of Uganda Central Bank of West African States (BCEAO) -

 

14 14 14 14 14

14 14 21

Bank of Zambia

National financial inclusion strategy -

National financial inclusion strategy -

21 21 21 21

National financial education/literacy strategy

21

Others

Others Disclosure requirements empowers consumers to make informed decisions.

21 15

Responding Country Agency 2

Angola
Instituto Nacional de Defesa do Consumidor (INADEC)

China

DR Congo

Fiji
Consumer Council

Guatemala

KENYA
Capital Markets Authority

LIBERIA

MALAWI

MEXICO
Central Bank (BANCO DE MEXICO)

Consumer protection law -

Consumer protection law -

Others

Not implict in law but there is national publicprivate partnership that is promoting the development of a national strategy on financial Others education and consumer protection.

Others For the Transparency and Ordering of Financial Services.

Agency 3

Fiji Commerce Commission

Retirement Benefits Authority -

Consumer protection law -

National Commission for the Protection of Users of Financial Services (CONDUSEF) Constitution National financial inclusion strategy National financial education/literacy strategy

Others

Others Not implict in law but there is national public-private partnership that is promoting the development of a national strategy on financial education and consumer protection.

Others Annual Program Assesment of Financial Institutions and Annual Program Supervision of Financial Institutions; Financial consumer protection law.

Agency 4

Insurance Regulatory Authority

Insurance and Surety National Commission (CNSF) / Institute for the Protection of Banking Savings (IPAB)

Others

Responding Country Agency 2

PALESTINE

Paraguay
Instituto Nacional de Cooperativismo

Peru

Philippines

Republic of Armenia

Russian Federation
Ministry of Finance of the Russian Federation

Samoa

SENEGAL
Direction de la microfinance (DMF)

Solomon Islands
Financial Market & Supervision, CBSI

National Institute for the Securities and Exchange Defense of Competition and Commission Intellectual Property Protection (Indecopi) Central Bank law National financial inclusion strategy -

Central Bank law National financial inclusion strategy -

National financial inclusion strategy -

Central Bank law National financial inclusion strategy

Others

Others Cooperatives Law

Others

Agency 3

Ministerio de Industria y Comercio Constitution Consumer protection law -

Financial Ombudsman Service National financial inclusion strategy -

Philippine Deposit Insurance Corporation -

Federal Service on Consumers' Rights Consumer protection law -

Banque Centrale des Etats de l'Afrique de l'Ouest (BCEAO) National financial inclusion strategy -

Others

Others Financial Sector Forum(with the Bangko Sentral, the Securities and Exchange Commission, Philippine Deposit Insurance Commission and the Insurance Commission as members, and its Consumer Protection and Education Committee

Agency 4

Insurance Commission

Federal Financial Markets Service

Observatoire de la Qualit des Services Financiers (OQSF)

Others

National financial inclusion strategy National financial education/literacy strategy -

National financial inclusion strategy National financial education/literacy strategy -

Responding Country Agency 2

Uganda
Capital Markets Authority

WAEMU - UEMOA
Banking Commission

ZAMBIA
Pensions and Insurance Authority

TOTAL
20

National financial education/literacy strategy Others

National financial inclusion strategy -

National financial inclusion strategy -

20 20 20 20 16

Others Disclosure requirements empowers consumers to make informed decisions.

16 12

Agency 3

Uganda Insurance Commission National financial education/literacy strategy

Microfinance Departments of Ministers of Finances National financial inclusion strategy -

Securities and Exchange Commission National financial inclusion strategy -

20

17 17 17 17 17

Others

Others Disclosure requirements empowers consumers to make informed decisions.

16 14

Agency 4

Ministry of Finance, Planning and Economic Development, Department of Microfinance

Competition and Consumer Protection Commission

14

National financial education/literacy strategy -

Consumer protection law -

14 14 14 14 14 14

Responding Country Others

Angola

China

DR Congo

Fiji

Guatemala

KENYA
Not implict in law but there is national public-private partnership that is promoting the development of a

LIBERIA

MALAWI

MEXICO

What financial products and services are under the agencys jurisdiction? Agency 1 Banco Nacional de Angola State Administration for Industry &Commerce Banque Centrale du Congo Reserve Bank of Fiji Direccin de proteccin al consumidor (Ministerio de Economa) Central Bank of Kenya Central Bank of Liberia RESERVE BANK OF MALAWI National Banking and Securities Commission (CNBV)

Personal loans originated by banks Personal loans originated by non-bank financial institutions Credit cards issued by banks Credit cards issued by nonbank financial institutions

Personal loans originated by banks Personal loans originated by non-bank financial institutions Credit cards issued by banks Credit cards issued by nonbank financial institutions -

Personal loans originated by banks Personal loans originated by non-bank financial institutions Credit cards issued by banks Credit cards issued by nonbank financial institutions

Personal loans originated by banks Personal loans originated by non-bank financial institutions Credit cards issued by banks Credit cards issued by nonbank financial institutions -

Deposit and savings products Deposit and savings products Insurance products Money transfer Mobile financial services/emoney Investment products Financial advice Consumer Council Insurance products Capital Markets Authority

Deposit and savings products Deposit and savings products Insurance products Money transfer Mobile financial services/emoney Insurance products Money transfer Mobile financial services/emoney Investment products Financial advice Central Bank (BANCO DE MEXICO)

Agency 2

Financial advice Financial advice Instituto Nacional de Defesa do Consumidor (INADEC)

Credit cards issued by banks Credit cards issued by nonbank financial institutions -

Financial advice Agency 3

Deposit and savings products Insurance products Money transfer Mobile financial services/emoney Fiji Commerce Commission -

Retirement Benefits Authority -

National Commission for the Protection of Users of Financial Services (CONDUSEF) -

Insurance products -

Responding Country Others

PALESTINE

Paraguay

Peru

Philippines
Financial Sector Forum(with the Bangko Sentral, the Securities and Exchange Commission, Philippine

Republic of Armenia

Russian Federation

Samoa

SENEGAL

Solomon Islands

What financial products an Agency 1 Palestine Monetary Authority Banco Central del Paraguay Department of Products and Bangko Sentral ng Pilipinas Services to Central Bank of Armenia Ministry for Economic Ministry of Commerce, Development of the Russian Industry and Labour Federation Direction de la Rglementation et de la supervision des systmes financiers dcentraliss (DRS-SFD) Consumers Affairs/Price Control

Personal loans originated by banks Personal loans originated by non-bank financial institutions Credit cards issued by banks -

Personal loans originated by banks -

Personal loans originated by banks Personal loans originated by non-bank financial institutions Credit cards issued by banks Credit cards issued by nonbank financial institutions

Personal loans originated by banks Personal loans originated by non-bank financial institutions Credit cards issued by banks -

Personal loans originated by non-bank financial institutions Credit cards issued by nonbank financial institutions Direction de la microfinance (DMF) -

Deposit and savings products Islamic banking products Money transfer Investment products Agency 2 Instituto Nacional de Cooperativismo

Deposit and savings products Deposit and savings products Insurance products Money transfer Islamic banking products Money transfer Mobile financial services/emoney Investment products Financial advice National Institute for the Securities and Exchange Defense of Competition and Commission Intellectual Property Protection (Indecopi) -

Ministry of Finance of the Russian Federation

Financial Market & Supervision, CBSI

Personal loans originated by non-bank financial institutions -

Personal loans originated by banks

Personal loans originated by non-bank financial institutions Credit cards issued by banks -

Agency 3

Ministerio de Industria y Comercio Personal loans originated by non-bank financial institutions -

Financial Ombudsman Service -

Investment products Philippine Deposit Insurance Corporation -

Deposit and savings products Insurance products Money transfer Mobile financial services/emoney Federal Service on Consumers' Rights Personal loans originated by banks Personal loans originated by non-bank financial institutions -

Banque Centrale des Etats de l'Afrique de l'Ouest (BCEAO) -

Credit cards issued by banks -

Deposit and savings products -

Deposit and savings products Insurance products Money transfer -

Responding Country Others

Uganda

WAEMU - UEMOA

ZAMBIA

TOTAL
14

What financial products an Agency 1 Bank of Uganda Central Bank of West African States (BCEAO) Bank of Zambia 21

Personal loans originated by banks Personal loans originated by non-bank financial institutions Credit cards issued by banks Credit cards issued by nonbank financial institutions

Personal loans originated by banks Personal loans originated by non-bank financial institutions Credit cards issued by banks Credit cards issued by nonbank financial institutions

21 21

21 21

Capital Markets Authority

Deposit and savings products Deposit and savings products Islamic banking products Money transfer Mobile financial services/emoney Investment products Financial advice Banking Commission Money transfer Mobile financial services/emoney Pensions and Insurance Authority

21 21 21 21 21 21 21 21 21

Agency 2

Personal loans originated by banks Personal loans originated by non-bank financial institutions Credit cards issued by banks Credit cards issued by nonbank financial institutions

Personal loans originated by non-bank financial institutions -

21 21

21 21

Uganda Insurance Commission -

Deposit and savings products Deposit and savings products Islamic banking products Money transfer Mobile financial services/emoney Investment products Financial advice Microfinance Departments of Ministers of Finances Personal loans originated by banks Personal loans originated by non-bank financial institutions Insurance products Investment products Securities and Exchange Commission Personal loans originated by non-bank financial institutions

21 21 21 21 21 21 21 21 21

Agency 3

21 21

Credit cards issued by banks Credit cards issued by nonbank financial institutions -

21 21

Deposit and savings products Deposit and savings products Money transfer -

21 21 21 21 21

Responding Country Agency 4

Angola
-

China
-

DR Congo
-

Fiji
-

Guatemala
-

KENYA
-

LIBERIA
-

MALAWI
-

MEXICO

Insurance Regulatory Authority

Insurance and Surety National Commission (CNSF) / Institute for the Protection of Banking Savings (IPAB) -

N/A The Financial Education and There is no arrangement. Consumer Protection Partnership(FEEP) is a public private initiative that brings together public and private sector bodies. The key objective of the partnership is to develop a national financial education and No

Reserve Bank of Malawi is the the sole agency mandated to do regulation and supervision of market conduct. However, the Bank usually involves all other stakeholders in shaping policies related to financial system as a whole.

Banxico: Financial authorities have sharing information agreements in order to avoid duplication of regulatory costs. In particular, regarding disclosure initiatives in the credit card market, Banxico coordinates with CONDUSEF to publish Yes, please describe Disclosure of main characteristics of financial products, and where can consumer get assistance.

Please describe any institutional arrangements that help to facilitate coordination among the agencies you identified. The two agencies are cooperating in the financial education program no no Complaints Forum - which includes RBF, commercial banks, consumer council, commerce commission, academia, private/ independant stakeholders and NGOs

Do consumer advocacy organizations play a role in designing and implementing policies related to financial consumer empowerment and market conduct regulation in your country?
No No No Yes, please describe No implementing policy directives set by RBF and also commenting/ consultation with stakeholders on proposed regulations prior to implementing Yes, please describe They are part of the Financial Education and Consumer Protection Partnership.

Yes, please describe They are involved in policy meetings

What are the two main weaknesses in the financial sector in your country with regards to the areas covered by this survey?
The high numbers of people The lack of market conduct without access to any formal regulatory framework financial services Low level of financial literacy of the population The lack of supervision and enforcement of the existing market conduct regulations The lack of market conduct regulatory framework Lack of data of the level of literacy of the population The lack of market conduct regulatory framework The high numbers of people Misleading disclosure without access to any formal financial services Hidden fees and charges The high numbers of people The high numbers of people The high numbers of people without access to any formal without access to any formal without access to any formal financial services financial services financial services Low level of financial literacy of the population Low level of financial literacy of the population Low level of financial literacy of the population

Lack of understanding of the Low level of financial problems of financial sector literacy of the population clients

What are your institutions two main priorities for the next year?
To ensure effective consumer protection for bank clients To ensure effective consumer protection for bank clients To expand the coverage of To ensure effective the current regulatory consumer protection for framework to protect bank clients microfinance and microcredit clients To expand the scope of consumer protection regulation to achieve uniformity across the financial sector (including, e.g., insurance, Islamic banking, etc.) To increase the level of financial literacy To expand the coverage of the current regulatory framework to protect microfinance and microcredit clients To expand the coverage of To ensure effective the current regulatory consumer protection for framework to protect bank clients microfinance and microcredit clients

Responding Country Agency 4

PALESTINE
-

Paraguay
-

Peru
-

Philippines
-

Republic of Armenia

Russian Federation
Mobile financial services/emoney Investment products -

Samoa
-

SENEGAL
-

Solomon Islands

Insurance Commission

Observatoire de la Qualit des Services Financiers (OQSF) Personal loans originated by banks Personal loans originated by non-bank financial institutions Credit cards issued by banks Credit cards issued by nonbank financial institutions Deposit and savings products

Please describe any institu

The SBS does not possess powers for the solution of controversies, nevertheless it receives the denunciations of the users of the supervised systems, investigates and determines the imposition of sanctions in the cases in which a normative infraction Yes, please describe There are many consumer advocacy organizations, they offer help to consumers that want to make a complaints to the authority .

Insurance products Islamic insurance products -

Usually inter agency none exist coordination is organized by the Government based on agencies' and ministries' activities. For instance, the Ministry for Economic Development of the Russian Federation was responsible for providing to the Yes, please describe There are many working groups with participation of representatives from associations of banks and insurance companies under the Agencies' and Ministries' supervision. These associations can be considered as consumer advocacy organizations. No

Insurance products Islamic banking products Islamic insurance products Money transfer Mobile financial services/e-money Investment products Financial advice La coordination entre les agences est facilit par les decrets qui prcisent le mandat de chaque institution aussi celles-ci sont li une Lettre de Politique Sectorielle (LPS) qui dfinie les objectifs atteindre dans le secteur de la microfinance At present no institutional arrangement in place but i support the idea to initiate such arrangements

Do consumer advocac

consumer awareness There are cooperation campagin has been launched arrangements between all before few months in the agencies mentioned. collabration with capital markets authority, banks association and insurance comp. association. students curruculums has been updated with financial No No

1. Philippine financial There is no other agencies regulators (BSP, SEC, PDIC and IC) have formed the Financial Sector Forum to address issues on harmonizing supervisory and regulatory concerns, strengthening of the exchange of information Yes, please describe In crafting consumer empowerment and market conduct-related regulations and directives, the BSP engages consumer organizations and industry associations to solicit their comments and inputs in the proposed issuance. No

Yes, please describe No Ils sont prsent dans les sminaires de validation des lettres de politique sectorielles et autres afin d'apporter des suggestions qui sont prises en compte dans les recommandations

What are the two ma


The high numbers of people The high numbers of people The high numbers of people The lack of market conduct without access to any formal without access to any formal without access to any formal regulatory framework financial services financial services financial services Low level of financial literacy of the population Low level of financial literacy of the population Lack of understanding of the Lack of data of the level of problems of financial sector literacy of the population clients The lack of supervision and enforcement of the existing market conduct regulations Low level of financial literacy of the population The high numbers of people The lack of market conduct without access to any formal regulatory framework financial services Low level of financial literacy of the population Increasing levels of overindebtedness Low level of financial literacy of the population The lack of market conduct regulatory framework The lack of supervision and enforcement of the existing market conduct regulations

What are your institu


To ensure effective consumer protection for bank clients To ensure effective consumer protection for bank clients To expand/clarify the mandate of your institution To expand/clarify the mandate of your institution To increase the level of financial literacy To expand the scope of consumer protection regulation to achieve uniformity across the financial sector (including, e.g., insurance, Islamic banking, etc.) To expand/clarify the mandate of your institution To expand the coverage of the current regulatory framework to protect microfinance and microcredit clients To expand the coverage of the current regulatory framework to protect users of innovative channels such as mobile financial services

Responding Country -

Uganda

WAEMU - UEMOA
Mobile financial services/emoney Investment products -

ZAMBIA
Investment products Competition and Consumer Protection Commission

TOTAL
21 21 21 19

Agency 4

Ministry of Finance, Planning and Economic Development, Department of Microfinance -

Personal loans originated by banks Personal loans originated by non-bank financial institutions Credit cards issued by banks Credit cards issued by nonbank financial institutions Deposit and savings products Insurance products Money transfer Mobile financial services/e-mo Investment products BCEAO is in charge of the Secretary of the Banking Commission. There annual meetings between BCEAO and the Departments of Microfinance of the Ministers of Finances. Memoranda of Understanding (MoU) for the sharing of information among the regulatory authorities.

14 14

14 14

Please describe any institu Bank of Uganda,Financial Literacy Information Sharing Group (FLISG),Financial Literacy Advisory Group (FLAG), Regulators Committee, Technical Committee on Financial Education (TCFE), FINLIT Foundation, Annual Financial

14 14 14 14 14 14 14 14 21

Do consumer advocac

Yes, please describe No part and parcel of FLISG and FLAG mentioned above

Yes, please describe Participation in stakeholder meetings and direct lobbying.

21 18

What are the two ma


The high numbers of people The high numbers of people The high numbers of people without access to any formal without access to any formal without access to any formal financial services financial services financial services Low level of financial literacy of the population Lack of data of the level of literacy of the population Low level of financial literacy of the population 21

21

What are your institu


To protect consumers from unregulated providers (e.g. unregulated money-lenders and loan sharks) who frequently engage in abusive practices To protect consumers from Stronger enforcement unregulated providers (e.g. powers and penalties unregulated money-lenders and loan sharks) who frequently engage in abusive practices 21

Responding Country

Angola
To increase the level of financial literacy

China
To assess the level of financial literacy

DR Congo
To increase the level of financial literacy

Fiji
To increase the level of financial literacy

Guatemala
To increase the level of financial literacy

KENYA
To evaluate costeffectiveness of implemented consumer empowerment programs in order to inform future initiatives

LIBERIA
To increase the level of financial literacy

MALAWI
To increase the level of financial literacy

MEXICO
To assess the level of financial literacy

prepared to instrument the new Insurance Law that will be passing to the Congress next month to strengthening the corporate governance of insurers (including as nondelegable duty of the Board of directors of the insurance and surety institutions, the def

What legal or regulatory documents govern market conduct regulation in your country?
General consumer protection General consumer protection laws or regulations that laws or regulations that apply to the financial sector apply to the financial sector General consumer protection General consumer protection laws or regulations that laws or regulations that apply to the financial sector apply to the financial sector Banking or financial laws or regulations that include general clauses or requirements in relation to consumer protection Banking or financial laws or regulations that include specific clauses or requirements in relation to consumer protection Banking or financial laws or regulations that include general clauses or requirements in relation to consumer protection Banking or financial laws or regulations that include general clauses or requirements in relation to consumer protection Banking or financial laws or regulations that include general clauses or requirements in relation to consumer protection Banking or financial laws or regulations that include specific clauses or requirements in relation to consumer protection General consumer protection General consumer protection laws or regulations that laws or regulations that apply to the financial sector apply to the financial sector Specific laws or regulations that govern financial consumer protection Specific laws or regulations that govern financial consumer protection Banking or financial laws or regulations that include general clauses or requirements in relation to consumer protection Banking or financial laws or regulations that include specific clauses or requirements in relation to consumer protection Others, please explain CNBV: Financial services consumers protection is provided by a specific law. However, a regulatory framework regarding disclosure and information supply to the customer is provided by the banking law through secondary regulation (CUB).

Banking or financial laws or regulations that include general clauses or requirements in relation to consumer protection -

Banking or financial laws or regulations that include general clauses or requirements in relation to consumer protection -

If market conduct standards are in place (either through legislation or regulations),which products/services are covered?
Personal loans originated by banks Personal loans originated by non-bank financial institutions Personal loans originated by banks Personal loans originated by non-bank financial institutions Personal loans originated by banks Personal loans originated by banks Personal loans originated by non-bank financial institutions Personal loans originated by banks Personal loans originated by banks Personal loans originated by non-bank financial institutions Personal loans originated by banks Personal loans originated by banks Personal loans originated by non-bank financial institutions Credit cards issued by banks Credit cards issued by nonbank financial institutions Deposit and savings products Insurance products Money transfer Mobile financial services/emoney Investment products Financial advice Pricing

Credit cards issued by banks Credit cards issued by banks -

Credit cards issued by banks Credit cards issued by banks Credit cards issued by banks Credit cards issued by banks Credit cards issued by nonbank financial institutions Credit cards issued by nonbank financial institutions Credit cards issued by nonbank financial institutions

Deposit and savings products Deposit and savings products Deposit and savings products Deposit and savings products Deposit and savings products Deposit and savings products Deposit and savings products Insurance products Insurance products Insurance products Insurance products Insurance products Insurance products Islamic banking products Money transfer Financial advice Money transfer Mobile financial services/emoney Investment products Financial advice Pricing Money transfer Mobile financial services/emoney Investment products Financial advice Pricing Money transfer Islamic insurance products Investment products Financial advice Pricing Money transfer Mobile financial services/emoney Investment products Financial advice Pricing

What areas are covered?


Pricing Transparency and disclosure Transparency and disclosure Transparency and disclosure Transparency and disclosure Transparency and disclosure Transparency and disclosure Transparency and disclosure Transparency and disclosure Transparency and disclosure Advertising Advertising Advertising Advertising Advertising Advertising

Responding Country

PALESTINE
To increase the level of financial literacy

Paraguay
To expand the coverage of the current regulatory framework to protect users of innovative channels such as mobile financial services

Peru
To ensure effective consumer protection for bank clients

Philippines
To assess the level of financial literacy

Republic of Armenia
Others, please explain

Russian Federation
To increase the level of financial literacy

Samoa
To ensure effective consumer protection for bank clients

SENEGAL
To increase the level of financial literacy

Solomon Islands
To assess the level of financial literacy

Elaboration of new mechanisms and tools for the market conduct regulation

What legal or regulat


General consumer protection laws or regulations that apply to the financial sector General consumer protection General consumer protection General consumer protection laws or regulations that laws or regulations that laws or regulations that apply to the financial sector apply to the financial sector apply to the financial sector Specific laws or regulations that govern financial consumer protection Banking or financial laws or regulations that include general clauses or requirements in relation to consumer protection Banking or financial laws or regulations that include specific clauses or requirements in relation to consumer protection Others, please explain General consumer protection laws or regulations that apply to the financial sector -

Specific laws or regulations that govern financial consumer protection Banking or financial laws or regulations that include general clauses or requirements in relation to consumer protection -

Banking or financial laws or regulations that include general clauses or requirements in relation to consumer protection Banking or financial laws or regulations that include specific clauses or requirements in relation to consumer protection Banking or financial laws or regulations that include general clauses or requirements in relation to consumer protection

Banking or financial laws or regulations that include specific clauses or requirements in relation to consumer protection -

Banking or financial laws or regulations that include general clauses or requirements in relation to consumer protection

Banking or financial laws or regulations that include general clauses or requirements in relation to consumer protection -

Others, please explain none

General laws consumer protection

Regulation on Terms, code of conduct of bank-depositor and creditor-consumer relations Personal loans originated by banks Personal loans originated by banks Personal loans originated by banks Personal loans originated by non-bank financial institutions Personal loans originated by banks Personal loans originated by non-bank financial institutions Personal loans originated by banks Personal loans originated by non-bank financial institutions Personal loans originated by banks Personal loans originated by non-bank financial institutions Personal loans originated by banks

If market conduct sta


Personal loans originated by banks -

Credit cards issued by banks Credit cards issued by banks Credit cards issued by banks Credit cards issued by banks Credit cards issued by banks Credit cards issued by banks Credit cards issued by nonbank financial institutions

Credit cards issued by banks Credit cards issued by banks Credit cards issued by nonbank financial institutions

Deposit and savings products Deposit and savings products Deposit and savings products Deposit and savings products Deposit and savings products Deposit and savings products Insurance products Insurance products Insurance products Insurance products Insurance products Islamic banking products Islamic banking products Money transfer Investment products Financial advice Islamic insurance products Money transfer Mobile financial services/emoney Investment products Investment products Money transfer Mobile financial services/emoney Investment products Pricing Investment products -

Deposit and savings products Deposit and savings products Insurance products Insurance products Money transfer Mobile financial services/emoney Investment products Financial advice Pricing Pricing

What areas are cover


Pricing Transparency and disclosure Transparency and disclosure Transparency and disclosure Transparency and disclosure Transparency and disclosure Transparency and disclosure Advertising Advertising Advertising Advertising Advertising Transparency and disclosure Transparency and disclosure -

Responding Country

Uganda
To increase the level of financial literacy

WAEMU - UEMOA
Others, please explain

ZAMBIA
To increase the level of financial literacy

TOTAL
21

To increase financial inclusion

15

What legal or regulat


General consumer protection laws or regulations that apply to the financial sector Specific laws or regulations that govern financial consumer protection 21 20 Banking or financial laws or regulations that include general clauses or requirements in relation to consumer protection

Specific laws or regulations that govern financial consumer protection

20

Banking or financial laws or regulations that include specific clauses or requirements in relation to consumer protection -

20

17 17

If market conduct sta


Personal loans originated by banks Personal loans originated by banks Personal loans originated by non-bank financial institutions Personal loans originated by banks Personal loans originated by non-bank financial institutions 21 21

21 Credit cards issued by banks Credit cards issued by banks 21 Credit cards issued by nonbank financial institutions 21 Deposit and savings products Deposit and savings products Deposit and savings products Insurance products Insurance products Islamic banking products Islamic banking products Investment products Money transfer Investment products Pricing Money transfer Mobile financial services/emoney Investment products 21 21 21 21 21 21 21 21 21 21

What areas are cover


Transparency and disclosure Transparency and disclosure Transparency and disclosure Advertising Advertising

Responding Country

Angola
Fair treatment Unfair, deceptive or aggressive sale practices Reckless lending Debt collection practices Protection of personal data and information Prevision of procedures to handle claims Dispute resolution mechanisms Reporting of clients complaints to the regulator Others, please explain 1) Priority service to people with physical disabilities or reduced mobility, temporary or permanently, the elderly, pregnant women, nursing mothers

China
Introduction of new products Suitability of products and services Financial advice given to clients Fair treatment Reckless lending Debt collection practices Protection of personal data and information Prevision of procedures to handle claims Dispute resolution mechanisms Deposit protection scheme Reporting of clients complaints to the regulator -

DR Congo

Fiji
-

Guatemala

KENYA

LIBERIA

MALAWI

MEXICO

Introduction of new products Introduction of new products Suitability of products and services Financial advice given to Financial advice given to clients clients Fair treatment Fair treatment Unfair, deceptive or aggressive sale practices Reckless lending Cooling-off period Debt collection practices Debt collection practices Protection of personal data and information Prevision of procedures to handle claims Dispute resolution mechanisms Deposit protection scheme Reporting of clients complaints to the regulator -

Protection of personal data and information Dispute resolution mechanisms Reporting of clients complaints to the regulator -

Introduction of new products Introduction of new products Introduction of new products Introduction of new products Suitability of products and Suitability of products and services services Financial advice given to clients Fair treatment Fair treatment Unfair, deceptive or Unfair, deceptive or aggressive sale practices aggressive sale practices Reckless lending Debt collection practices Protection of personal data Protection of personal data and information and information Prevision of procedures to Prevision of procedures to Prevision of procedures to handle claims handle claims handle claims Dispute resolution Dispute resolution mechanisms mechanisms Deposit protection scheme Reporting of clients complaints to the regulator Reporting of clients complaints to the regulator Deposit protection scheme

Others, please explain Intermediation activity; technical capacity, as well as, a minimum educational level in order to perform intermediation activities.

What providers are required to comply?


Banks Non-bank financial institutions In-site inspections Off-site inspections Media monitoring Banks Non-bank financial institutions Insurance companies E-money issuers Mobile money service providers Moneylenders/pawnshops Investment firms Financial advisers In-site inspections Off-site inspections Media monitoring Banks Non-bank financial institutions In-site inspections Off-site inspections Banks Non-bank financial institutions Insurance companies E-money issuers Mobile money service providers Moneylenders/pawnshops Investment firms Financial advisers In-site inspections Off-site inspections Media monitoring Mystery shopping Banks Non-bank financial institutions Insurance companies Investment firms Financial advisers In-site inspections Off-site inspections Banks Non-bank financial institutions Insurance companies Investment firms Financial advisers In-site inspections Off-site inspections Media monitoring Mystery shopping Banks Insurance companies Mobile money service providers In-site inspections Off-site inspections Banks Non-bank financial institutions Insurance companies Investment firms Financial advisers In-site inspections Off-site inspections Media monitoring Mystery shopping Banks Non-bank financial institutions Insurance companies E-money issuers Investment firms In-site inspections Off-site inspections Media monitoring -

What market conduct oversight activities can be undertaken by the agencies you identified?

For In-site inspections, how many inspections are performed per year?
21-50 >100 No No No Yes <20 21-50 No Yes Yes Yes 21-50 50-100 No No Yes No <20 21-50 Yes Yes Yes Yes 50-100 50-100 No Yes No Yes <20 21-50 Yes No Yes Yes <20 <20 No Yes Yes Yes <20 <20 No No Yes Yes 21-50 50-100 Yes Yes Yes Yes

For Off-site inspections, how many inspections are performed per year? Is there a specific checklist or auditing program that focuses on consumer protection issues? Are there dedicated staffs responsible for market conduct supervision at any of the agencies you identified in question 1? Is market conduct supervision a general duty of supervisory staff (e.g. banking department) in the course of normal inspections? Can any of the agencies identified in question 1 impose remedial actions? What is the nature of the enforcement action?
Letters of warning or similar Letters of warning or similar Letters of warning or similar Letters of warning or similar Letters of warning or similar Letters of warning or similar Letters of warning or similar Monetary fines Monetary fines Monetary fines Monetary fines Monetary fines Monetary fines Legal prosecution Legal prosecution Legal prosecution Others, please describe Letters of warning or similar Letters of warning or similar Monetary fines Name and shame Legal prosecution -

Responding Country

PALESTINE
Introduction of new products Suitability of products and services Fair treatment Unfair, deceptive or aggressive sale practices Cooling-off period Debt collection practices Protection of personal data and information Prevision of procedures to handle claims Dispute resolution mechanisms Reporting of clients complaints to the regulator -

Paraguay
-

Peru

Philippines

Republic of Armenia

Russian Federation

Samoa
-

SENEGAL
-

Solomon Islands

Financial advice given to clients Protection of personal data and information Dispute resolution mechanisms Deposit protection scheme Reporting of clients complaints to the regulator -

Introduction of new products Introduction of new products Introduction of new products Suitability of products and Suitability of products and Suitability of products and services services services Unfair, deceptive or aggressive sale practices Debt collection practices Protection of personal data and information Dispute resolution mechanisms Deposit protection scheme Fair treatment Unfair, deceptive or aggressive sale practices Prevision of procedures to handle claims Dispute resolution mechanisms Deposit protection scheme Unfair, deceptive or aggressive sale practices Cooling-off period Debt collection practices Protection of personal data and information Prevision of procedures to handle claims Dispute resolution mechanisms Deposit protection scheme Reporting of clients complaints to the regulator -

Protection of personal data and information Deposit protection scheme

Fair treatment Unfair, deceptive or aggressive sale practices Reckless lending Debt collection practices Protection of personal data and information Prevision of procedures to handle claims Dispute resolution mechanisms Deposit protection scheme Reporting of clients complaints to the regulator -

Fair treatment Unfair, deceptive or aggressive sale practices Protection of personal data and information Dispute resolution mechanisms -

What providers are re


Banks Banks Insurance companies In-site inspections Off-site inspections Banks Insurance companies Financial advisers In-site inspections Off-site inspections Media monitoring To elaborate statistical on the claims presented about the supervised companies, also with respect to the presented requests and consults in the Platform of user services. Banks Non-bank financial institutions Insurance companies E-money issuers Mobile money service providers Moneylenders/pawnshops Investment firms For the Bangko Sentral, as part of the general examination of financial institutions and through consumer-complaints handling mechanisms for the rest of the regulators. <20 <20 No No Yes Yes Yes Yes Yes Yes >100 >100 No Yes Yes Yes No No No No 21-50 >100 Yes Yes Yes Yes <20 <20 No Yes Yes No Banks Non-bank financial institutions Insurance companies Moneylenders/pawnshops Investment firms In-site inspections Off-site inspections Media monitoring Banks Non-bank financial institutions Insurance companies E-money issuers Mobile money service providers Moneylenders/pawnshops Investment firms Financial advisers In-site inspections Off-site inspections Media monitoring Mystery shopping Banks Non-bank financial institutions Insurance companies E-money issuers Mobile money service providers Moneylenders/pawnshops Investment firms Financial advisers In-site inspections Off-site inspections Media monitoring Banks Insurance companies In-site inspections Off-site inspections -

What market conduct


In-site inspections Off-site inspections Media monitoring Mystery shopping

For In-site inspection


21-50 21-50 <20 No No Yes Yes 50-100 50-100 Yes Yes Yes Yes

For Off-site inspectio


21-50

Is there a specific che


Yes

Are there dedicated s


Yes

Is market conduct sup


No

Can any of the agenc


Yes

What is the nature of


Letters of warning or similar Letters of warning or similar Monetary fines Others, please describe Letters of warning or similar Letters of warning or similar Monetary fines Monetary fines Legal prosecution Others, please describe Letters of warning or similar Name and shame Legal prosecution Others, please describe Letters of warning or similar Letters of warning or similar Monetary fines Legal prosecution Legal prosecution -

Responding Country

Uganda
Reckless lending Deposit protection scheme -

WAEMU - UEMOA

ZAMBIA
Introduction of new products

TOTAL
21 21

21 Fair treatment Unfair, deceptive or aggressive sale practices Cooling-off period Protection of personal data and information Prevision of procedures to handle claims Dispute resolution mechanisms 21 Reporting of clients complaints to the regulator -

Fair treatment Debt collection practices Protection of personal data and information -

21 21 21 21 21 21 21 21 21

Others, please explain overindebtedness

21 17

What providers are re


Banks Non-bank financial institutions Insurance companies Investment firms Banks Non-bank financial institutions Mobile money service providers In-site inspections Off-site inspections Banks Non-bank financial institutions Insurance companies E-money issuers Mobile money service providers Investment firms In-site inspections Off-site inspections Media monitoring 21 21 21 21 21 21 21 21 21 21 21 21 2

What market conduct


In-site inspections Off-site inspections -

For In-site inspection


21-50 >100 >100 No No Yes Yes 21-50 >100 No Yes Yes Yes 20 20 21 21 21 21 21 Letters of warning or similar Monetary fines Legal prosecution Others, please describe Letters of warning or similar Monetary fines Legal prosecution Others, please describe 21 21 21 21

For Off-site inspectio


21-50

Is there a specific che


No

Are there dedicated s


No

Is market conduct sup


Yes

Can any of the agenc


Yes

What is the nature of

Responding Country

Angola

China

DR Congo

Fiji

Guatemala

KENYA

LIBERIA

MALAWI

MEXICO

Corrective and remedial actionss 1-5 1-5 1-5 1-5 1-5 11 - 20 1-5 1-5 1-5

Please indicate the number of times this action of this type was taken in 2010:
1-5 21 - 50 1-5 > 100 > 100 51 - 100 6 - 10 11 - 20 6 - 10 1-5 1-5 > 100 51 - 100

Are there industry codes of conduct in your country which identify specific market conduct standards?
Yes Personal loans originated by banks Yes No Yes Personal loans originated by banks Personal loans originated by non-bank financial institutions Credit cards issued by banks Credit cards issued by nonbank financial institutions Deposit and savings products Insurance products Money transfer Mobile financial services/emoney Investment products Financial advice Pricing Transparency and disclosure Advertising Introduction of new products Suitability of products and services Financial advice given to clients Fair treatment Unfair, deceptive or aggressive sale practices Reckless lending Cooling-off period Debt collection practices Protection of personal data and information Prevision of procedures to handle claims Dispute resolution mechanisms Deposit protection scheme Reporting of clients complaints to the regulator Banks Non-bank financial institutions Insurance companies E-money issuers Mobile money service providers Moneylenders/pawnshops Investment firms Financial advisers No Yes Personal loans originated by banks Personal loans originated by non-bank financial institutions Credit cards issued by banks No Yes Yes Personal loans originated by banks

If codes of conduct are in place, which products/services are covered?


-

Credit cards issued by banks

Credit cards issued by banks -

Deposit and savings products Insurance products Islamic banking products Islamic insurance products Investment products Financial advice Pricing Transparency and disclosure Advertising Introduction of new products Fair treatment Unfair, deceptive or aggressive sale practices Protection of personal data and information Prevision of procedures to handle claims Dispute resolution mechanisms Deposit protection scheme Reporting of clients complaints to the regulator Banks Non-bank financial institutions Insurance companies Investment firms Financial advisers

Investment products -

Deposit and savings products Insurance products Money transfer Mobile financial services/emoney Investment products Pricing Transparency and disclosure Advertising Introduction of new products Suitability of products and services Financial advice given to clients Fair treatment Unfair, deceptive or aggressive sale practices Protection of personal data and information Prevision of procedures to handle claims Dispute resolution mechanisms -

Deposit and savings products Money transfer Financial advice Pricing

What areas are covered?


Pricing Transparency and disclosure Transparency and disclosure Advertising Advertising Fair treatment Unfair, deceptive or aggressive sale practices Reckless lending Debt collection practices Protection of personal data and information Prevision of procedures to handle claims Dispute resolution mechanisms Reporting of clients complaints to the regulator Introduction of new products Suitability of products and services Financial advice given to clients Fair treatment Unfair, deceptive or aggressive sale practices Protection of personal data and information -

Banks -

Banks Non-bank financial institutions Insurance companies Mobile money service providers Moneylenders/pawnshops Investment firms Financial advisers

What providers are required to comply?


Banks Non-bank financial institutions -

Responding Country

PALESTINE

Paraguay

Peru
National Institute for Defense of Competition and Protection of Intellectual Property (INDECOPI) can impose administrative sanctions and corrective mesures established in the Consumer Protection Law.

Philippines

Republic of Armenia

Russian Federation

Samoa

SENEGAL

Solomon Islands

Financial system Mediator decisions 1-5 1-5 1-5 51 - 100 21 - 50 > 100 11 - 20 21 - 50 21 - 50 Yes No Personal loans originated by banks Yes

none 6 - 10 21 - 50 1-5 1-5 No No Yes Personal loans originated by banks 1-5

Please indicate the n


21 - 50 1-5 1-5

1-5

> 100

Are there industry co


No Yes Personal loans originated by banks Yes Personal loans originated by banks

If codes of conduct ar
Personal loans originated by non-bank financial institutions -

Credit cards issued by banks

Credit cards issued by banks Credit cards issued by banks Credit cards issued by banks -

Insurance products -

Deposit and savings products Deposit and savings products Insurance products Insurance products Financial advice -

Deposit and savings products Deposit and savings products Insurance products Pricing Transparency and disclosure Fair treatment Unfair, deceptive or aggressive sale practices Dispute resolution mechanisms -

What areas are cover


Transparency and disclosure Transparency and disclosure Advertising Protection of personal data and information Deposit protection scheme Financial advice given to clients Fair treatment Dispute resolution mechanisms -

Banks Insurance companies -

Banks Insurance companies -

What providers are re


Banks Insurance companies -

Responding Country

Uganda

WAEMU - UEMOA

ZAMBIA

TOTAL
19

Sanction

Supervisory actions such as cease and desisit, restriction of business, undertakings, suspension or revocation of licence, etc. 6 - 10 1-5 1-5 1-5 Yes Personal loans originated by banks Personal loans originated by non-bank financial institutions Credit cards issued by banks 19 19 Deposit and savings products Insurance products Money transfer Mobile financial services/emoney Investment products 19 19 19 19 19 19 19 19 19 19 19 19 19 Fair treatment Protection of personal data and information Prevision of procedures to handle claims Dispute resolution mechanisms 19 Reporting of clients complaints to the regulator 19 19 19 19 19 19 19 19 19 21 21 21 21 20 21 19 19

Please indicate the n


1-5 1-5 1-5 1-5

Are there industry co


No No

If codes of conduct ar

19

What areas are cover


Pricing Transparency and disclosure Suitability of products and services

What providers are re


Banks Insurance companies 19 19 19 19 19 19 19 19

Responding Country

Angola China DR Congo Is there a self-regulatory body (or bodies) that is responsible for enforcing of the standards?
No Yes, please describe

Fiji

Guatemala

KENYA
Yes, please describe

LIBERIA

MALAWI
Yes, please describe 0

MEXICO
Yes, please describe

No Commerce Commission

China Banking Association

Umbrella organisations such as the Kenya Bankers Association. Banks Non-bank financial institutions Insurance companies E-money issuers Mobile money service providers Moneylenders/pawnshops Investment firms Financial advisers No Yes Yes No Other price calculation Banks Non-bank financial institutions Insurance companies Investment firms Financial advisers No Yes Yes

Malawi Stock Exchange; Malawi Union of Savings and Credit Corporation Non-bank financial institutions Investment firms Yes Yes

Banking law provides the existence of self-regulatory associations with powers to apply corrective measures to their affiliates, with the responsibility to notify the CNBV when infractions and offenses are detected.i.e., Mexican Banking Association Banks Insurance companies Investment firms Financial advisers Yes Yes

What types of providers have to comply with the standards or codes of conduct?
Banks Non-bank financial institutions Yes Yes Banks No Yes

Has the regulator endorsed the code of conduct? Does your country have transparency and disclosure regulations? If so, what is the price calculation formula mandated for credit products?
There is no specific requiremeThere is no specific requiremeAnnual Percentage Rate (APR) Other price calculation There is no specific requiremeThere is no specific requiremeThere is no specific requiremeEffective Interest Rate (EIR) Origination fee Administration or documentation fee Credit life insurance or PPI Other, please describe All compulsory fees should be included in the EIR calculation. The life insurance mentioned above should only be included if it is compulsory.

If you selected a, b, c, or d, what specific charges and fees are included in the formula?
Origination fee Origination fee Administration or documentation fee Legal fee Service fee (monthly, transaction, etc.) Debt collection fees Credit life insurance or PPI -

Is a specific format mandated for loan documentation?


Yes No Yes No No No No Yes

What information is required to be disclosed to the client?

Deposit and savings products


Interest earned Account opening fees Annual fees Charges for transactions (e.g. withdrawals) Charges for account inquiries Account closing fees Others Before Sale * Interest earned In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract

In the contract In advertisements In brochures or other informational material provided at the branch In billboards at branches of institutions

In the contract In the contract In the contract -

In the contract In the contract -

In the contract In the contract In the contract In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents

In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents

In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents

In the contract In the contract In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents

Responding Country

PALESTINE
No

Paraguay

Peru

Philippines

Republic of Armenia

Russian Federation
Yes, please describe

Samoa

SENEGAL
No 0

Solomon Islands

Is there a self-regula
Yes, please describe Yes, please describe Department of Products and Services to

What the credit card association in the Phils. has is not formal code of conduct document but a service level agreement in addressing cardholder concerns.

For instance, Association of insurance companies Insurance companies No Yes Yes No Yes Banks No No

What types of provide


Banks Banks Insurance companies Yes Yes Total Cost of Credit (TCC) Origination fee Service fee (monthly, transaction, etc.) Debt collection fees Credit life insurance or PPI Banks No Yes Effective Interest Rate (EIR) Other, please describe Finance charges which includes interest, fees, service charges, discounts, and such other charges incident to the extension of credit

Has the regulator end


Yes

Does your country ha


Yes Yes

If so, what is the pric


There is no specific requiremeEffective Interest Rate (EIR) Annual Percentage Rate (APR) Total Cost of Credit (TCC) Origination fee Administration or documentation fee Service fee (monthly, transaction, etc.) Credit life insurance or PPI Other, please describe Origination fee Administration or documentation fee Legal fee Service fee (monthly, transaction, etc.) Debt collection fees Credit life insurance or PPI There is no specific requiremeEffective Interest Rate (EIR) Origination fee -

If you selected a, b, c
Origination fee Administration or documentation fee Legal fee Service fee (monthly, transaction, etc.) Credit life insurance or PPI Origination fee Administration or documentation fee Legal fee -

fees for account opening, collateral evaluation No No No No

Is a specific format m
Yes No Yes Yes

What information is r

Deposit and saving


Interest earned Account opening fees Annual fees Charges for transactions (e.g. withdrawals) Charges for account inquiries Account closing fees Others Before Sale * Interest earned In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract

In brochures or other informational material provided at the branch -

In the contract In the contract In the contract In advertisements In news papers

In the contract In the contract In the contract In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents

In the contract In the contract In the contract In the contract In brochures or other informational material provided at the branch In billboards at branches of institutions

In the contract In the contract In the contract In the contract In brochures or other informational material provided at the branch -

In the contract In the contract In the contract -

In news papers

In the contract In the contract In the contract In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents

In billboards at branches of institutions

Responding Country

Uganda

WAEMU - UEMOA

ZAMBIA
Yes, please describe

TOTAL
19 18

Is there a self-regula

Bankers Association of Zambia - Banking Code of Conduct; Insurers Association of Zambia - Insurers Code of Conduct; Insurance Brokers Association of Zambia Insurance Brokers Code of Conduct;

What types of provide


Banks Insurance companies 19 19 19 19 19 19 19 19 19 21 20 19 19 19 19 19 19 19 17

Has the regulator end


Yes

Does your country ha


Yes Yes Effective Interest Rate (EIR) Origination fee Administration or documentation fee Service fee (monthly, transaction, etc.) Credit life insurance or PPI Yes Total Cost of Credit (TCC) Origination fee Administration or documentation fee Service fee (monthly, transaction, etc.) Credit life insurance or PPI -

If so, what is the pric


Other price calculation

If you selected a, b, c
Other, please describe

undisclosed software

Is a specific format m
No Yes No 19

What information is r

Deposit and saving


Interest earned Account opening fees Annual fees Charges for transactions (e.g. withdrawals) Charges for account inquiries Account closing fees Others Before Sale * Interest earned In the contract In the contract In the contract In the contract In the contract In the contract 19 19 19 19

In the contract In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents

In the contract 19 In the contract In the contract 19 19 19 19 19

In billboards at branches of institutions

19 19

Responding Country

Angola
Verbally by the staff / agent / correspondent -

China
-

DR Congo

Fiji
Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent -

Guatemala
-

KENYA
-

LIBERIA

MALAWI

MEXICO

Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent Others In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents Others

Account opening fees In advertisements In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents -

Annual fees

Verbally by the staff / agent / correspondent -

Charges for transactions (e.g. withdrawals) In advertisements In brochures or other informational material provided at the branch In billboards at branches of institutions

Verbally by the staff / agent / correspondent Charges for account inquiries -

In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent

In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch

In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In advertisements In news papers In brochures or other informational material provided at the branch

In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others -

In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others -

Account closing fees

In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others In advertisements In news papers

Others

Responding Country

PALESTINE
Verbally by the staff / agent / correspondent -

Paraguay

Peru

Philippines

Republic of Armenia

Russian Federation
-

Samoa
-

SENEGAL

Solomon Islands

Verbally by the staff / agent Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent / correspondent Others In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided at the branch -

Account opening fees In brochures or other informational material provided at the branch In advertisements In news papers In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents -

In billboards at branches of institutions

Annual fees

Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch -

In advertisements In news papers

In billboards at branches of institutions

Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent Others In brochures or other informational material provided at the branch -

Verbally by the staff / agent / correspondent Charges for transactions (e.g. withdrawals) In brochures or other informational material provided at the branch In advertisements In news papers

Verbally by the staff / agent / correspondent Others -

In billboards at branches of institutions

Verbally by the staff / agent / correspondent Charges for account inquiries In advertisements In news papers

In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others -

In brochures or other informational material provided at the branch In billboards at branches of institutions

In brochures or other informational material provided at the branch -

Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent Others In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided at the branch -

In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In advertisements In news papers

In billboards at branches of institutions

In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others -

Account closing fees

Verbally by the staff / agent / correspondent In advertisements In news papers

In billboards at branches of institutions

In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others -

Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent Others In brochures or other informational material provided at the branch -

Others

Verbally by the staff / agent / correspondent -

Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch

Verbally by the staff / agent / correspondent Others -

Responding Country

Uganda
Verbally by the staff / agent / correspondent -

WAEMU - UEMOA
-

ZAMBIA

TOTAL
19 19 19 19 19

Account opening fees In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents

19 19 19 19 19 19 19

Annual fees

Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent -

19 19 19 19 19

Charges for transactions (e.g. withdrawals) In advertisements In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents -

19 19

19 19 19 19 19 19 19

Verbally by the staff / agent / correspondent Charges for account inquiries In advertisements -

Account closing fees

Others

Verbally by the staff / agent / correspondent In advertisements In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch -

In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents

19 19 19 19 19 19 19

19 19 19 16 16 16 16

Responding Country

Angola
-

China
-

DR Congo

Fiji

Guatemala

KENYA
In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents -

LIBERIA

MALAWI
In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent -

MEXICO
In billboards at branches of institutions

Please explain for "Others"

Others

Interest earned

All matters related to fees and charges must be published on the financial institution website. All matters related to fees and charges must be published on the financial institution website. All matters related to fees and charges must be published on the financial institution website. All matters related to fees and charges must be published on the financial institution website. All matters related to fees and charges must be published on the financial institution website. All matters related to fees and charges must be published on the financial institution website. Regulation issued by the CNBV requires the disclosure of information regarding the financial situation of financial entities, and relevant events and changes on the specific factors and variables that affect their situation.

Account opening fees

Annual fees

Charges for transactions (e.g. withdrawals)

Charges for account inquiries

Account closing fees

Others

What information is required to be disclosed to the client?

Credit products
Amortization period Annual Percentage Rate (APR) Effective Interest Rate (EIR) In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In brochures or other informational material provided at the branch In billboards at branches of institutions In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In brochures or other informational material provided at the branch In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In advertisements In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents

Total Cost of Credit (TCC) In the contract Other price calculation Loan processing fee Late payment penalty Early settlement penalty Cooling-off period Others Before Sale * Amortization period In the contract In the contract In the contract In the contract -

Responding Country

PALESTINE
-

Paraguay
-

Peru

Philippines
In billboards at branches of institutions -

Republic of Armenia
-

Russian Federation

Samoa
-

SENEGAL

Solomon Islands

Please explain for "Others"

Others

Verbally by the staff / agent / correspondent -

Verbally by the staff / agent / correspondent -

Interest earned

Account opening fees

Annual fees

Charges for transactions (e.g. withdrawals)

Charges for account inquiries

Account closing fees

Portal Web of Superintendecy of Superintendency of Banking, Insurance and Private Pension Funds Portal Web of Superintendecy of Superintendency of Banking, Insurance and Private Pension Funds Portal Web of Superintendecy of Superintendency of Banking, Insurance and Private Pension Funds Portal Web of Superintendecy of Superintendency of Banking, Insurance and Private Pension Funds Portal Web of Superintendecy of Superintendency of Banking, Insurance and Private Pension Funds Portal Web of Superintendecy of Superintendency of Banking, Insurance and Private Pension Funds minimum balance requirement to obtain propfitability

In the Web site of company

In the Web site of company

In the Web site of company

In the Web site of company

In the Web site of company

Others

service and maintenance fees, dormancy fees

Companies are required to disclosed to the client the Annual Percentage Yield (APY)

Dpends de l'objectif de la communication

What information is r

Credit products
Amortization period Annual Percentage Rate (APR) Effective Interest Rate (EIR) In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In advertisements In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In brochures or other informational material provided at the branch In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents

Total Cost of Credit (TCC) Other price calculation Loan processing fee Late payment penalty Early settlement penalty Cooling-off period Others Before Sale * Amortization period In the contract In the contract In the contract In the contract In brochures or other informational material provided at the branch -

Responding Country

Uganda
-

WAEMU - UEMOA
-

ZAMBIA

TOTAL
16 16

Verbally by the staff / agent / correspondent Please explain for "Others"

16 16

15

Interest earned 15

Account opening fees 15

Annual fees 15 Charges for transactions (e.g. withdrawals) 15 Charges for account inquiries 15

Account closing fees 15

Others

What information is r

Credit products
Amortization period Annual Percentage Rate (APR) Effective Interest Rate (EIR) In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract In the contract 19 19 Total Cost of Credit (TCC) Other price calculation Loan processing fee Late payment penalty Early settlement penalty Cooling-off period Others Before Sale * Amortization period In the contract 19 In the contract In the contract In the contract 19 19 19 19 19 19 19 19 19 19

19 19

Responding Country

Angola
-

China
-

DR Congo

Fiji
Verbally by the staff / agent / correspondent In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions

Guatemala
-

KENYA
-

LIBERIA

MALAWI

MEXICO

Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent Others In brochures or other informational material provided at the branch In advertisements In brochures or other informational material provided at the branch

Annual Percentage Rate (APR)

In news papers

Effective Interest Rate (EIR) -

Verbally by the staff / agent / correspondent In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions

In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent Others In brochures or other informational material provided at the branch In advertisements In brochures or other informational material provided at the branch

Others Total Cost of Credit (TCC) -

Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch In billboards at branches of institutions

In news papers

In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent Others In brochures or other informational material provided at the branch In advertisements In brochures or other informational material provided at the branch

Other price calculation -

Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch In billboards at branches of institutions

In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent Others In brochures or other informational material provided at the branch In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents Others In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents

Loan processing fee

Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch In billboards at branches of institutions

In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch

In news papers

Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch -

Late payment penalty Late payment penalty

Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch

Verbally by the staff / agent / correspondent Others In brochures or other informational material provided at the branch -

Responding Country

PALESTINE
Verbally by the staff / agent / correspondent -

Paraguay

Peru

Philippines

Republic of Armenia

Russian Federation
-

Samoa
-

SENEGAL

Solomon Islands

Verbally by the staff / agent Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent / correspondent Others Others In advertisements In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others In brochures or other informational material provided at the branch In advertisements In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In advertisements In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In advertisements In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In advertisements In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In advertisements In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In advertisements In brochures or other informational material provided at the branch In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions -

Annual Percentage Rate (APR)

In news papers

In billboards at branches of institutions

Effective Interest Rate (EIR) -

In news papers

Verbally by the staff / agent / correspondent Others -

In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch

In billboards at branches of institutions

Total Cost of Credit (TCC) -

Other price calculation In brochures or other informational material provided at the branch -

In news papers

In billboards at branches of institutions

In brochures or other informational material provided at the branch -

In news papers

In brochures or other informational material provided at the branch -

Loan processing fee

In billboards at branches of institutions

Late payment penalty Late payment penalty

Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch

Verbally by the staff / agent / correspondent Others In brochures or other informational material provided at the branch

Responding Country

Uganda
Verbally by the staff / agent / correspondent -

WAEMU - UEMOA
-

ZAMBIA

TOTAL
19 19 19 19 19

Annual Percentage Rate (APR)

19 19

Effective Interest Rate (EIR) -

19 19 19 19 19

19 19

Total Cost of Credit (TCC) -

19 19 19 19 19

19 19

Other price calculation -

19 19 19 19 19

19 19

Loan processing fee

Verbally by the staff / agent / correspondent -

19 19 19 19 19

19 19

Late payment penalty Late payment penalty

Verbally by the staff / agent / correspondent -

19 19 19 19 19

Responding Country

Angola
-

China
-

DR Congo

Fiji
In billboards at branches of institutions

Guatemala

KENYA
In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents -

LIBERIA
-

MALAWI

MEXICO
In brochures or other informational material provided by agents / correspondents

Early settlement penalty -

Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch In billboards at branches of institutions

Verbally by the staff / agent / correspondent Others -

In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents Others In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents Others In advertisements In news papers

Cooling-off period

Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch In billboards at branches of institutions

Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch -

Verbally by the staff / agent / correspondent -

Others

Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch

Verbally by the staff / agent / correspondent Others

In billboards at branches of institutions -

Please explain for "Others"


All matters related to fees and charges must be published on the financial institution website. All matters related to fees and charges must be published on the financial institution website. All matters related to fees and charges must be published on the financial institution website. All matters related to fees and charges must be published on the financial institution website. All matters related to fees and charges must be published on the financial institution website. All matters related to fees and charges must be published on the financial institution website.

Amortization period

Annual Percentage Rate (APR)

Effective Interest Rate (EIR)

Nominal

Total Cost of Credit (TCC)

Other price calculation

Loan processing fee

Responding Country

PALESTINE
-

Paraguay
In billboards at branches of institutions

Peru
In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others -

Philippines
In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In advertisements In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent -

Republic of Armenia
-

Russian Federation
-

Samoa

SENEGAL
In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In advertisements In news papers

Solomon Islands

Verbally by the staff / agent / correspondent Early settlement penalty In brochures or other informational material provided at the branch -

Verbally by the staff / agent / correspondent Others In brochures or other informational material provided at the branch -

In billboards at branches of institutions

Cooling-off period

Verbally by the staff / agent / correspondent -

Verbally by the staff / agent / correspondent Others -

Others -

Others

Others

Verbally by the staff / agent / correspondent -

Others

Please explain for "Others"

Amortization period

Annual Percentage Rate (APR)

Effective Interest Rate (EIR)

Total Cost of Credit (TCC)

Other price calculation

Loan processing fee

Portal Web of Superintendecy of Superintendency of Banking, Insurance and Private Pension Funds Portal Web of Superintendecy of Superintendency of Banking, Insurance and Private Pension Funds Portal Web of Superintendecy of Superintendency of Banking, Insurance and Private Pension Funds Portal Web of Superintendecy of Superintendency of Banking, Insurance and Private Pension Funds Portal Web of Superintendecy of Superintendency of Banking, Insurance and Private Pension Funds Portal Web of Superintendecy of Superintendency of Banking, Insurance and Private Pension Funds

In the Web site of company

In the Web site of company

In the Web site of company

Responding Country

Uganda
-

WAEMU - UEMOA
-

ZAMBIA

TOTAL
19 19

Early settlement penalty -

19 19 19 19 19

19 19

19 19 19 19 19

Cooling-off period

19 19

19 19 16 16 16

Others

16 16 14 16

Please explain for "Others"


16

Amortization period 16 Annual Percentage Rate (APR) 16 Effective Interest Rate (EIR) 16

Total Cost of Credit (TCC) 16

Other price calculation 16

Loan processing fee

Responding Country

Angola

China

DR Congo

Fiji

Guatemala

KENYA

LIBERIA

MALAWI

MEXICO
All matters related to fees and charges must be published on the financial institution website. All matters related to fees and charges must be published on the financial institution website. All matters related to fees and charges must be published on the financial institution website.

Late payment penalty

Early settlement penalty

Cooling-off period Application of declining method of interest calculation

Others

All matters related to fees and charges must be published on the financial institution website.

What information is required to be disclosed to the client?

Money transfers
Fees Charges for transactions (e.g.cash-in and cashout) Others Before Sale * Fees In the contract In the contract In the contract In the contract -

In the contract In brochures or other informational material provided at the branch In billboards at branches of institutions

In the contract -

In advertisements In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents -

In the contract In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent -

In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents -

In the contract In the contract -

In the contract -

Verbally by the staff / agent / correspondent Charges for transactions (e.g.cash-in and cashout)

Verbally by the staff / agent / correspondent -

In brochures or other informational material provided at the branch -

In advertisements In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents -

Others

Verbally by the staff / agent / correspondent -

In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent

In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents -

In advertisements In brochures or other informational material provided at the branch

In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent -

Please explain for "Others" Fees Charges for transactions (e.g.cash-in and cashout) Others

Verbally by the staff / agent / correspondent -

What information is required to be disclosed to the client?

Responding Country

PALESTINE

Paraguay

Late payment penalty

Early settlement penalty

Cooling-off period

Others

Portal Web of Superintendecy of Superintendency of Banking, Insurance and Private Pension Funds Portal Web of Superintendecy of Superintendency of Banking, Insurance and Private Pension Funds Portal Web of Superintendecy of Superintendency of Banking, Insurance and Private Pension Funds Portal Web of Superintendecy of Superintendency of Banking, Insurance and Private billing statements Pension Funds

Peru

Philippines

Republic of Armenia

Russian Federation

Samoa

SENEGAL

Solomon Islands

In the Web site of company

In the Web site of company

In the Web site of company

Dpend de l'objectif de la communication

What information is r

Money transfers
Fees Charges for transactions (e.g.cash-in and cashout) Others Before Sale * Fees In the contract In the contract In the contract In the contract In the contract In the contract In the contract

In brochures or other informational material provided at the branch

In the contract -

In the contract In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent -

In the contract -

In the contract In brochures or other informational material provided at the branch -

In the contract -

In the contract In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent -

In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Charges for transactions (e.g.cash-in and cashout)

In billboards at branches of institutions

Others

In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch -

In billboards at branches of institutions

In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents -

In brochures or other informational material provided at the branch -

Others -

Others

In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent -

Please explain for "Others" Fees Charges for transactions (e.g.cash-in and cashout) Others In the Web site of company

In the Web site of company

What information is r

Responding Country

Uganda

WAEMU - UEMOA

ZAMBIA

TOTAL
16

Late payment penalty 16

Early settlement penalty 16

Cooling-off period 17

Others

What information is r

Money transfers
Fees Charges for transactions (e.g.cash-in and cashout) Others Before Sale * Fees In the contract 19 19

In brochures or other informational material provided at the branch In billboards at branches of institutions

In the contract -

19 19 19 19

19 19

Charges for transactions (e.g.cash-in and cashout)

19 19 19

In brochures or other informational material provided at the branch In billboards at branches of institutions

19 19

19 19

Others

Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch In billboards at branches of institutions -

19 16 16 16 16

16 16 16 16

Please explain for "Others" 14 Fees Charges for transactions (e.g.cash-in and cashout) Others 14

14

What information is r

Responding Country

Angola
In the contract

China
In the contract

DR Congo
In the contract

Fiji
In the contract

Guatemala
-

KENYA
-

LIBERIA

MALAWI
In the contract -

MEXICO

Payment services
Fees

Charges for transactions Others Before Sale * Fees

In the contract In advertisements -

In the contract -

In the contract -

In the contract -

In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents -

In the contract In the contract -

In the contract -

Verbally by the staff / agent / correspondent Charges for transactions In advertisements -

In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent -

Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent In advertisements In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent -

Others

Verbally by the staff / agent / correspondent -

Please explain for "Others" Fees Charges for transactions (e.g.cash-in and cashout) Others

Verbally by the staff / agent / correspondent -

What information is required to be disclosed to the client?

E-money

Account opening fees Annual fees Charges for transactions (e.g. cash-in and cashout) Charges for account inquiries Others Before Sale * Account opening fees

In the contract In the contract

In the contract In the contract

In the contract In the contract

In the contract In the contract

In the contract In the contract -

In the contract In the contract -

In the contract In the contract -

In the contract -

In the contract In the contract -

In advertisements In news papers In brochures or other informational material provided at the branch

In brochures or other informational material provided at the branch

In advertisements In news papers In brochures or other informational material provided at the branch

In brochures or other informational material provided at the branch

Responding Country

PALESTINE

Paraguay
In the contract

Peru
In the contract

Philippines
In the contract

Republic of Armenia
In the contract

Russian Federation
In the contract -

Samoa

SENEGAL
In the contract

Solomon Islands

Payment services
Fees

Charges for transactions Others Before Sale * Fees In brochures or other informational material provided at the branch -

In the contract -

In the contract In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In advertisements In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent -

In the contract -

In the contract In brochures or other informational material provided at the branch -

In the contract -

In the contract In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent -

Charges for transactions In brochures or other informational material provided at the branch -

Others In brochures or other informational material provided at the branch -

In brochures or other informational material provided at the branch -

Others -

Others

Please explain for "Others" Fees Charges for transactions (e.g.cash-in and cashout) Others

In the Web site of company

In the Web site of company

What information is r

E-money

Account opening fees Annual fees Charges for transactions (e.g. cash-in and cashout) Charges for account inquiries Others Before Sale * Account opening fees

In the contract In the contract

In the contract In the contract

In the contract In the contract

In the contract In the contract -

In the contract -

In the contract -

In the contract In the contract -

In brochures or other informational material provided at the branch

In brochures or other informational material provided at the branch

In brochures or other informational material provided at the branch

Responding Country

Uganda
-

WAEMU - UEMOA
In the contract

ZAMBIA
In the contract

TOTAL
19 19

Payment services
Fees

Charges for transactions Others Before Sale * Fees

In the contract In the contract In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch

In the contract -

19 19 19 19

19 19 19 19 19 19 19

Charges for transactions -

19 19 19 16 16 16 16

Others

In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent -

16 16 16 16

Please explain for "Others"

13 Fees Charges for transactions (e.g.cash-in and cashout) Others 13

13

What information is r

E-money
17

Account opening fees Annual fees Charges for transactions (e.g. cash-in and cashout) Charges for account inquiries Others Before Sale * Account opening fees

In the contract In the contract

In the contract -

17 17

In the contract In the contract In the contract

In the contract 17 In the contract 17 17

In brochures or other informational material provided at the branch

17 17

Responding Country

Angola
-

China

DR Congo
In billboards at branches of institutions

Fiji

Guatemala

KENYA
In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents -

LIBERIA

MALAWI
In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In advertisements In news papers In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In advertisements In news papers In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In advertisements In news papers In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch

MEXICO
In brochures or other informational material provided by agents / correspondents Others In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents Others In advertisements In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents Others In advertisements In news papers

Others -

Annual fees

Others Charges for transactions (e.g. cash-in and cash-

In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of In billboards at branches of institutions institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of In billboards at branches of institutions institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent In advertisements In news papers In brochures or other informational material provided at the branch In billboards at branches of In billboards at branches of institutions institutions In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent -

Others Charges for account inquiries -

Others -

Others

Others Please explain for "Others"

In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent -

In billboards at branches of institutions

Account opening fees

not apply

Annual fees Charges for transactions (e.g. cash-in and cashout)

not apply

not apply

All matters related to fees and charges must be published on the financial institution website. All matters related to fees and charges must be published on the financial institution website. All matters related to fees and charges must be published on the financial institution website.

Responding Country

PALESTINE
-

Paraguay

Peru
In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others -

Philippines
-

Republic of Armenia
-

Russian Federation

Samoa

SENEGAL
In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In brochures or other informational material provided at the branch In billboards at branches of institutions In brochures or other informational material provided by agents / correspondents In advertisements In news papers

Solomon Islands

Annual fees

Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch -

Verbally by the staff / agent / correspondent -

Verbally by the staff / agent / correspondent Charges for transactions (e.g. cash-in and cashIn brochures or other informational material provided at the branch -

Verbally by the staff / agent / correspondent -

In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others In brochures or other informational material provided at the branch In brochures or other informational material provided by agents / correspondents Verbally by the staff / agent / correspondent Others -

Verbally by the staff / agent / correspondent Charges for account inquiries -

Verbally by the staff / agent / correspondent -

Others

Verbally by the staff / agent / correspondent -

Please explain for "Others"

Others

Verbally by the staff / agent / correspondent -

Account opening fees

Portal Web of agents

Annual fees Charges for transactions (e.g. cash-in and cashout)

Portal Web of agents

Portal Web of agents

Responding Country

Uganda
-

WAEMU - UEMOA
-

ZAMBIA

TOTAL
17 17

Annual fees

Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch -

17 17 17 17 17

17 17

Charges for transactions (e.g. cash-in and cash-

Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch -

17 17 17 17 17

17 17

Verbally by the staff / agent Verbally by the staff / agent / correspondent / correspondent Charges for account inquiries In brochures or other informational material provided at the branch -

17 17 17 17 17

17 17

Others

Verbally by the staff / agent / correspondent In brochures or other informational material provided at the branch -

17 16 16 16 16

16 16

Please explain for "Others"

Verbally by the staff / agent / correspondent -

16 16 14

Account opening fees 14

Annual fees Charges for transactions (e.g. cash-in and cashout) 14

Responding Country

Angola

China

DR Congo

Fiji

Guatemala

KENYA

LIBERIA

MALAWI

Charges for account inquiries

not apply

All matters related to fees and charges must be published on the financial institution website. Advertising in newspapers and whiteboards, must indicate where to obtain further and detailed information.

MEXICO

Others

not apply No No Yes Yes No No No

Is there a standard template for either the disclosures or the contract that is endorsed by the regulator?
Yes

Is information on pricing and terms and conditions of comparable products/providers provided to consumers (e.g. comparative tables)?
No No No No Yes Central banks website No No Yes Newspapers Central banks website Others Clients' balance statements (for credit cards). Insurance products have the adhesion contract model.for each insurance product. Info is available at Condusef's Website.

Is the provider required to provide periodic information to the client regarding their deposits/savings?
No No No Yes Account statement No No Yes Account statement Yes Account statement -

In your country, what are two main priorities for the next year in the area of transparency and disclosure?
To ensure transparency and effective disclosure in transactions with banks To expand the coverage of the current transparency and effective disclosure regulations to protect users of innovative channels such as mobile financial services To ensure transparency and effective disclosure in transactions with banks To expand the scope of transparency and disclosure regulations to achieve uniformity across the financial sector (including,e.g., insurance, Islamic banking, etc.) To ensure transparency and effective disclosure in transactions with banks To identify cost-effective tools to provide to the public information on pricing and terms and conditions of comparable products/providers To ensure transparency and effective disclosure in transactions with banks To expand the scope of transparency and disclosure regulations to achieve uniformity across the financial sector (including,e.g., insurance, Islamic banking, etc.) To ensure transparency and To improve standardization effective disclosure in of price calculation formulas transactions with banks To identify cost-effective tools to provide to the public information on pricing and terms and conditions of comparable products/providers To expand transparency and disclosure regulations to To expand/clarify the protect microfinance and mandate of your institution microcredit clients

To expand the coverage of the current transparency and To expand transparency and effective disclosure disclosure regulations to regulations to protect users To ensure transparency and protect microfinance and of innovative channels such effective disclosure in microcredit clients as mobile financial services transactions with banks

Does your country have any regulations for sales and marketing practices related to financial products?
Yes Limits on sales at a consumers home or Limits on telephone marketing Restrictions to prevent personal data related to Bank Yes Bank Bank No Yes Yes Bank Non-bank financial institution Bank Bank No No Yes Bank Yes Bank Non-bank financial institution Bank Non-bank financial institution Non-bank financial institution Bank

If so, what type of conduct is regulated and what type of provider has to adhere to these regulations? (Note that conduct related to pre-sale disclosure and transparency were covered in the previous section)

Non-bank financial institution Obligation to verify credit history of Bank Bank

Non-bank financial institution Obligation to verify repayment capacity of Bank Bank

Non-bank financial institution Non-bank financial institution Bank Bank

Non-bank financial institution -

Non-bank financial institution Non-bank financial institution -

Responding Country

PALESTINE

Paraguay

Peru

Philippines

Republic of Armenia

Russian Federation

Samoa

SENEGAL

Solomon Islands

Charges for account inquiries

Portal Web of agents

Others

Portal Web of agents No No Yes No Yes No

Dpend de l'objectif de la communication No No

Is there a standard te Is information on pric


Yes Central banks website Others No Yes Yes Central banks website Others No No No No No

Others

banks websites

Portal Web of Superintendency of Banks, Insurance and Private Pension Funds Yes Account statement Yes Others, please describe Portal Web of banks

Comparative table n CB website does not cover all products Yes Account statement Others, please describe notices when there are changes Yes Account statement Yes Account statement No Yes Account statement Yes Account statement -

Is the provider requir


Yes Account statement -

In your country, what


To ensure transparency and effective disclosure in transactions with banks To ensure transparency and effective disclosure in transactions with banks To introduce standardized formats for loan documentation To identify cost-effective tools to provide to the public information on pricing and terms and conditions of comparable products/providers To expand transparency and disclosure regulations to To expand/clarify the protect microfinance and mandate of your institution microcredit clients To expand the scope of transparency and disclosure regulations to achieve uniformity across the financial sector (including,e.g., insurance, Islamic banking, etc.) To expand transparency and disclosure regulations to To expand/clarify the protect microfinance and mandate of your institution microcredit clients To expand the coverage of the current transparency and effective disclosure regulations to protect users To ensure transparency and of innovative channels such effective disclosure in as mobile financial services transactions with banks

To expand/clarify the mandate of your institution

To expand/clarify the mandate of your institution

To expand the scope of transparency and disclosure regulations to achieve To expand transparency and uniformity across the financial sector disclosure regulations to (including,e.g., insurance, To improve standardization protect microfinance and Islamic banking, etc.) of price calculation formulas microcredit clients

Others, please explain to expand transparency and disclosure requirements for financial products of NBFIs, incldg. remittance agents, emoney issuers, etc.

To ensure transparency and effective disclosure in transactions with banks

Does your country ha


No No Yes Bank Bank Bank Yes Bank Yes Bank Yes Bank No Yes Bank Non-bank financial institution Bank Non-bank financial institution Bank Non-bank financial institution No

If so, what type of co


Limits on sales at a consumers home or Limits on telephone marketing Restrictions to prevent personal data related to Obligation to verify credit history of Obligation to verify repayment capacity of -

Non-bank financial institution Non-bank financial institution Non-bank financial institution Bank -

Non-bank financial institution Bank -

Non-bank financial institution -

Responding Country

Uganda

WAEMU - UEMOA

ZAMBIA

TOTAL
14

Charges for account inquiries 14

Others

Is there a standard te
No Yes 18

Is information on pric
No No Yes Newspapers Central banks website 20 14 14 16 16

Is the provider requir


Yes Account statement Yes Account statement Yes Account statement 20 20 20 15

In your country, what


20 To ensure transparency and effective disclosure in transactions with banks To ensure transparency and effective disclosure in transactions with banks To expand/clarify the mandate of your institution 20 To identify cost-effective tools to provide to the public information on pricing and terms and conditions of To improve standardization comparable of price calculation formulas products/providers To identify cost-effective tools to provide to the public information on pricing and terms and conditions of comparable products/providers 14

Does your country ha


No No No 21 18 18 18 18 18 18 18 18 18 18 18 18 18 18 18

If so, what type of co


Limits on sales at a consumers home or

Limits on telephone marketing

Restrictions to prevent personal data related to

Obligation to verify credit history of

Obligation to verify repayment capacity of

Responding Country Limits on unsolicited offerings of credit Cooling-off period if the credit agreement is Prohibition of unfair, deceptive or aggressive Bank

Angola
Bank

China

DR Congo
Bank

Fiji
-

Guatemala

KENYA

LIBERIA
-

MALAWI
Bank

MEXICO

Non-bank financial institution Suitability of products and services for the Prohibition on reckless lending Bank Bank -

Non-bank financial institution Non-bank financial institution Non-bank financial institution -

Non-bank financial institution -

Non-bank financial institution Non-bank financial institution Bank Non-bank financial institution Bank Non-bank financial institution -

Non-bank financial institution Restrictions related to Bank debt collection practices Non-bank financial institution Others -

Is there any regulatory provision that mandates the provider:


To train staff on responsible sales practices? Yes Yes To train agents/correspondents on responsible sales practices? No Yes To assess the competence of the staff on responsible sales practices? Yes No To assess the competence of the agents/correspondents on responsible sales practices? No No To supervise staff on responsible sales practices? Yes Yes To supervise agents/correspondents on responsible sales practices? No No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No No No No No No Yes Yes Yes Yes Yes Yes

To what providers does this apply?


To train staff on responsible sales practices? Bank Bank Bank Bank Bank Non-bank financial institution Others Article 41 of the Insurance Law allows the marketing of insurance products, through legal entities that are not agents, establishing requirements regarding the technical capability and training of the employees and proxies of those moral persons Bank Non-bank financial institution Others CNBV: Investment firms and mutual funds managers Non-bank financial institution Others CNBV: Investment firms and mutual funds managers Non-bank financial institution Others

Non-bank financial institution -

Non-bank financial institution -

To train agents/correspondents on responsible sales practices? Bank -

Bank

Bank

Non-bank financial institution -

To assess the competence of the staff on responsible sales practices? -

Bank

Bank

Non-bank financial institution -

To assess the competence of the agents/correspondents on responsible sales practices? -

Bank

Bank

Non-bank financial institution -

Responding Country Limits on unsolicited offerings of credit Cooling-off period if the credit agreement is Prohibition of unfair, deceptive or aggressive Suitability of products and services for the Prohibition on reckless lending Restrictions related to debt collection practices Others -

PALESTINE

Paraguay
Bank

Peru
Bank

Philippines
-

Republic of Armenia
-

Russian Federation

Samoa
Bank

SENEGAL

Solomon Islands

Non-bank financial institution Non-bank financial institution Bank Bank

Non-bank financial institution Bank -

Bank

Non-bank financial institution Bank Bank

Non-bank financial institution Non-bank financial institution Others Bank Bank

Non-bank financial institution Bank Non-bank financial institution Bank Non-bank financial institution -

Non-bank financial institution Non-bank financial institution Non-bank financial institution Bank -

Non-bank financial institution Non-bank financial institution Bank -

Non-bank financial institution Bank Bank

Non-bank financial institution Non-bank financial institution -

Is there any regulator


To train staff on responsibl Yes To train agents/correspond Yes To assess the competence Yes To assess the competence Yes To supervise staff on respo Yes To supervise agents/corres Yes Yes No No Yes Yes Yes No Yes Yes No No Yes Yes No No Yes Yes No No Yes Yes Yes No Yes

To what providers do
To train staff on responsibl Bank Bank Bank Bank Non-bank financial institution Bank Non-bank financial institution -

To train agents/correspond Bank Bank Bank Non-bank financial institution Bank Non-bank financial institution -

To assess the competence Bank Bank Bank Non-bank financial institution Bank Non-bank financial institution -

To assess the competence Bank Bank Bank Non-bank financial institution Bank Non-bank financial institution -

Responding Country Limits on unsolicited offerings of credit

Uganda

WAEMU - UEMOA

ZAMBIA

TOTAL
18 18 18 18 18 18 18 18 18 18 18 18 18 18 18 18 18 18 18 18 18

Cooling-off period if the credit agreement is

Prohibition of unfair, deceptive or aggressive

Suitability of products and services for the

Prohibition on reckless lending

Restrictions related to debt collection practices

Others

Is there any regulator


To train staff on responsibl 17 To train agents/correspond 17 To assess the competence 17 To assess the competence 17 To supervise staff on respo 17 To supervise agents/corres 17

To what providers do
To train staff on responsibl 17 17 17 1

To train agents/correspond 17 17 17 1 To assess the competence 17 17 17 1 To assess the competence 17 17 17

Responding Country

Angola

China

DR Congo

Fiji

Guatemala

KENYA

LIBERIA

MALAWI

MEXICO
CNBV: Investment firms and mutual funds managers Bank Non-bank financial institution Others CNBV: Investment firms and mutual funds managers Bank Non-bank financial institution Others CNBV: Investment firms and mutual funds managers

To supervise staff on responsible sales practices? Bank

Bank

Bank

Bank

Non-bank financial institution -

Non-bank financial institution -

To supervise agents/correspondents on responsible sales practices? -

Bank

Bank

Non-bank financial institution -

In your country, what are two main priorities for the next year in the area of transparency and disclosure? Please select up to two priorities.
Obligation to verify credit history of consumer before selling a credit product Obligation to verify repayment capacity of the consumer before selling a credit product Obligation to verify credit history of consumer before selling a credit product Prohibition o funfair, deceptive or aggressive practices Increase consistency Increase consistency Obligation to verify between actual contract and between actual contract and repayment capacity of the advertised terms and advertised terms and consumer before selling a conditions conditions credit product Obligation to verify credit history of consumer before selling a credit product Prohibition o funfair, deceptive or aggressive practices Prohibition o funfair, deceptive or aggressive practices Require compulsory information for all advertisements Suitability of products and services for the consumer Increase consistency between actual contract and advertised terms and conditions Obligation to verify repayment capacity of the consumer before selling a credit product Prohibition on reckless lending Restrictions related to debt collection practices Prohibition o funfair, deceptive or aggressive practices Suitability of products and services for the consumer The prohibition of the use of violent language and/or violent force for debt collection.

Debt collection: What practices are considered abusive or are of concern to the regulator?
1)is considered abuse to collection by violence expose the client to ridicule or be subjected to any kind of embarrassment or threat 2)The undue amount charged to the consumer is entitled to repetition of debt by an amount equal to double that paid in excess, plus statutory interest and monetary correction, except in the event of a justifiable error. utilisation abusive des appels Forceful behaviour et d'harcelements Are considered abusive Property auction or collection practices, by the repossession without banking regulator: Phone following due process. calls at inappropriate times, Collection requirement foul or abusive vocabulary, Publication of names of defaulters, Collect phone calls to friends, relatives or colleagues of the debtor Hidden charges and using the Collection of borrowers' flat rate method of interest household items calculation. Taking captive and withholding of family members (i.e. children)

Credit information sharing and credit bureaus: Describe the nature of credit information sharing, in relation to the statements below.
There is a private credit bureau  There is a government credit bureau   Positive information is collected and shared   Negative information is collected and shared   These institutions report information to the credit bureau  These institutions have access to the collected information  Consumers can gain access to data held about them by the credit bureau, please describe          Paying a fee to get a report                     

get report Consumers can arrange for incorrect data to be corrected, please describe 

Consumers entitled to one free credit report per year. 

Every user has access, without charge, to his credit history once a year. Requests of additional reports are charged.  Consumers can arrange for incorrect data to be corrected, by contacting the institution managing their credit. Bank Bank

by application

Consumers empowered by law to seek correction of incorrect information held by the Credit Reference Bureau. Bank Bank

For "These institutions report information to the credit bureau", please select :
Bank -

Responding Country

PALESTINE

Paraguay

Peru

Philippines

Republic of Armenia

Russian Federation

Samoa

SENEGAL

Solomon Islands

To supervise staff on respo Bank Bank Bank Bank Non-bank financial institution Bank Non-bank financial institution -

To supervise agents/corres Bank Bank Bank Non-bank financial institution Bank Non-bank financial institution -

In your country, what


Increase consistency between actual contract and Suitability of products and advertised terms and services for the consumer conditions Suitability of products and services for the consumer Prohibition o funfair, deceptive or aggressive practices Suitability of products and services for the consumer Abusive Clauses are prohibited by the regulator before the use of contract in the market. Fees, charges, commissions and terms and conditions arent clear and transparent to the consumer. Increase consistency Require compulsory between actual contract and information for all advertised terms and advertisements conditions Increase consistency between actual contract and Suitability of products and advertised terms and services for the consumer conditions In general,those not done in good faith and reasonable conduct. These include use of abusive language, unauthorized disclosure, use of threat. During the debt collection the banks are selling the pledge with significant difference of the market value of the security. Increase consistency Increase consistency Obligation to verify between actual contract and between actual contract and repayment capacity of the advertised terms and advertised terms and consumer before selling a conditions conditions credit product Suitability of products and services for the consumer Limits on sales at a consumers home or place of Prohibition on reckless business lending Certaines institutions collent les photos des mauvais payeurs ou harclent un peu les familles par des coups de tlphone incessants. Prohibition o funfair, deceptive or aggressive practices Suitability of products and services for the consumer The absence of clear regulatory debt collection framework is on great concern at the moment.

Debt collection: What


unethical staff behavior n/a not taking in consideration the economical and political situation of the country There are three main none priorities of concern to the regulator in the country: 1) abidance; 2) poor culture of collection's activity; 3) personal data (a borrower has to give a permission to a bank to use his personal data in order to make it possible for a collection agency to collect debts).

Credit information sh
There is a private credit bu  There is a government cred  Positive information is colle  Negative information is col  These institutions report in  These institutions have acc  Consumers can gain access   The purpose is to count with consolidated and classified information about debtors of the companies of the financial system and consumers can check that information to avoid morosity and over indebtedness     banks                                

by visiting consumers hall at the head office Consumers can arrange for 

Consumers can recieve data on fixed sum 

According to the Federal Law "On credit history" consumers can gain such information upon request 

special forms originated specially for this reason

Yes, they can express disagreement about the information report: morosity, Through the financial non existence of credit, institutions amount de debt... Bank Bank

According to the Federal Law "On credit history" consumers can arrange for incorrect There is no special regulation data to be corrected if they on this, but as a rule they prove that there is a mistake can do it in the collected data. Bank Bank Bank -

For "These institution


Bank

Responding Country

Uganda

WAEMU - UEMOA

ZAMBIA

TOTAL
1

To supervise staff on respo 17 17 17 1 To supervise agents/corres 17 17 17 1

In your country, what


Obligation to verify repayment capacity of the consumer before selling a credit product Suitability of products and services for the consumer . Disclosure of information on personal debt . Using force during debt collection Obligation to verify credit history of consumer before selling a credit product Obligation to verify repayment capacity of the consumer before selling a credit product Any methods that are outside the legal provisions are of concern. 21

Cooling-off period Suitability of products and services for the consumer

21

Debt collection: What


Conning depositors by bynight so called unlicensed /unregulated 'non-banks' that set up shop and wind up soon after collecting peoples deposits before they are detected 21

Credit information sh
There is a private credit bu  There is a government cred  Positive information is colle  Negative information is col  These institutions report in  These institutions have acc  Consumers can gain access  10 17   20   19  19  18 18  17

One free report per consumer per year, thereafter has to be paid for upon request. Consumers can arrange for  9 15

Formal submissions can be made to the credit bureau.

For "These institution


Bank Bank Bank 21

Responding Country

Angola
Non-bank financial institution Bank -

China
Bank No

DR Congo
No

Fiji
Bank No

Guatemala

KENYA
Non-bank financial institution Microcredit/microfinance institution Bank No Bank -

LIBERIA
No

MALAWI

MEXICO
Non-bank financial institution Microcredit/microfinance institution Bank Non-bank financial institution Microcredit/microfinance institution No

For "These institutions have access to the collected information", please select :
Non-bank financial institution No No

Abusive clauses: Is there any clause, term, or condition that, if inserted in a contract, is automatically considered void or deemed unwritten?
Yes, please describe Anything that is in violation of the law

In your country, what are the four main priorities for the next year for enhancing market conduct policy and regulatory framework? Please select up to four priorities, with 1 being the highest priority.
Expand scope of legislation in order to also cover MFIs and other non-bank credit providers Expand scope of legislation in order to also cover MFIs and other non-bank credit providers Credit reference bureau Introducing, or strengthening, deposit protection Expand scope of legislation in order to also cover MFIs and other non-bank credit providers Better disclosure of the terms and conditions of agreements No avenue for consumers to lay complaints and get redress on the specific issue or concern Introducing, or strengthening, fraud prevention database Better disclosure of the terms and conditions of agreements Introducing, or strengthening, provisions against reckless lending Introduce limits on interest rates and fees on credit products Credit reference bureau Introducing, or strengthening, deposit protection Expand scope of legislation in order to also cover MFIs and other non-bank credit providers Better disclosure of the terms and conditions of agreements

Misleading sales or marketing Over-indebtedness practices Credit reference bureau Introducing, or strengthening, deposit protection

Better disclosure of cost of comparable products Expand scope of legislation in order to also cover MFIs and other non-bank credit providers Credit reference bureau Introducing, or strengthening, deposit protection

Improved monitoring and enforcement Credit reference bureau Introducing, or strengthening, deposit protection

Better disclosure in advertisements Abusive or misleading practices by unregulated money lenders

Better disclosure in advertisements

Better disclosure of cost of comparable products

Better disclosure of cost of comparable products Expand scope of legislation in order to also cover MFIs and other non-bank credit providers

Improved monitoring and enforcement Credit reference bureau Introducing, or strengthening, deposit protection

Better disclosure in advertisements

PART 3 CONSUMER

Inappropriate and excessive regulatory standards which Abusive debt collection will limit financial inclusion practices

Introducing, or strengthening, arrangements for protecting personal data Better disclosure in advertisements relating to consumers

Abusive debt collection practices

Misleading sales or marketing practices

Do consumers have access to affordable and efficient complaint handling and redress mechanisms in your country?
No Yes Yes Yes No No Yes Yes Yes Yes Yes Yes No No No No Yes Yes

Is the access to affordable and efficient complaint handling and redress mechanisms a statutory right in your country? For each of the help and redress mechanisms listed in the table below, indicate whether a solution is in place.
A hotline is operated by the financial market conduct regulator No, but it is planned to be No, but it is planned to be implemented implemented Providers are mandated to set up a hotline No, but it is planned to be implemented No, but it is planned to be implemented No No, but it is planned to be implemented No 0 Yes 150 No, but it is planned to be implemented 0 No, but it is planned to be implemented 10 No, but it is planned to be implemented 0 0 No, but it is planned to be implemented No No, but it is planned to be implemented 0 No, but it is planned to be implemented No, but it is planned to be implemented Yes 537269

Yes 4

No

No

Yes

Providers are mandated to periodically report complaints to the regulator and how they have been handled No, but it is planned to be No No implemented Complaints can be lodged at a specific unit of the market conduct regulator No, but it is planned to be No, but it is planned to be implemented implemented There is a statutory complaints adjudicator or ombudsman No, but it is planned to be No implemented There is a voluntary complaints adjudicator or ombudsman No, but it is planned to be No implemented No, but it is planned to be implemented No, but it is planned to be implemented

Yes 120

No

Yes

Yes

Yes 150 No, but it is planned to be implemented 0

Yes 150

No

Yes 5

Yes 188910

No

No

No 0

No

Yes 1

No

No

No

No

No

No

No

Please indicate the types of complaints that are addressed.

Responding Country

PALESTINE
Non-bank financial institution Microcredit/microfinance institution -

Paraguay

Peru
Microcredit/microfinance institution Bank Microcredit/microfinance institution Yes, please describe

Philippines

Republic of Armenia

Russian Federation

Samoa
No

SENEGAL
-

Solomon Islands

Non-bank financial institution Non-bank financial institution Non-bank financial institution Microcredit/microfinance institution Moneylender/pawnshop Bank Bank Bank Bank

For "These institution


Bank Bank No Non-bank financial institution Microcredit/microfinance institution Non-bank financial institution Non-bank financial institution Non-bank financial institution Microcredit/microfinance institution Moneylender/pawnshop Yes, please describe Yes, please describe Yes, please describe If clauses, terms or conditions inserted in a contract contradict applicable legislation, the contract will be considered void. No

Abusive clauses: Is th
No No

All clauses thar refers to fees, charges, commissions Any condition limiting and terms and conditions In loans, escalation clause if customers right to apply that arent clear and transparent to the consumer without de-escalation clause Financial system mediator

In your country, what


Credit reference bureau Introducing, or strengthening, deposit protection Introducing, or strengthening, arrangements for protecting personal data relating to consumers Abusive or misleading practices by unregulated money lenders Expand scope of legislation in order to also cover MFIs and other non-bank credit providers

Better disclosure in advertisements

Better disclosure of cost of comparable products

Better disclosure of cost of comparable products Better disclosure of the terms and conditions of agreements

Improved monitoring and enforcement Better disclosure of the terms and conditions of agreements

Improved monitoring and enforcement Expand scope of legislation in order to also cover MFIs and other non-bank credit providers

Improved monitoring and enforcement

Misleading sales or marketing Conduct of practices agents/correspondents Introducing, or strengthening, arrangements for protecting personal data Improved monitoring and enforcement relating to consumers Better disclosure of the terms and conditions of agreements

Better disclosure in advertisements Better disclosure of the terms and conditions of agreements

Improved monitoring and enforcement Introducing, or strengthening, provisions against reckless lending Abusive or misleading practices by unregulated money lenders

Better disclosure of cost of comparable products Introducing, or strengthening, arrangements for protecting personal data relating to consumers Better disclosure of the terms and conditions of agreements

Better disclosure in advertisements

Misleading sales or marketing Conduct of practices agents/correspondents

Better disclosure in advertisements Introducing, or strengthening, fraud prevention database

PART 3 CONSUMER

Introduce limits on fees on bank charges

Over-indebtedness

Improved monitoring and enforcement

Better disclosure of cost of comparable products

Conduct of financial institutions staff

Do consumers have a
Yes No No Yes Yes Yes No Yes Yes Yes Yes No No Yes Yes No No

Is the access to afford


Yes

For each of the help


A hotline is operated by th No, but it is planned to be implemented 0 Providers are mandated to Yes 18 Providers are mandated to No 0 Complaints can be lodged a Yes 350 There is a statutory compla Yes 1 There is a voluntary compl No 0 No No 1 Yes 27 Yes 600 Yes 2300 No No, but it is planned to be implemented No No Yes 1 No No No, but it is planned to be implemented No 0 Yes 20 No 0 No Yes 1 Yes 2183 No Yes 22000 No 0 Yes 6 No 0 No Yes 1 No No No No 0 No No, but it is planned to be implemented 0 No Yes 1 No, but it is planned to be implemented No No No 0 No No 0 No Yes 20000 Yes 588 Yes 70 Yes 9300 No 0 No, but it is planned to be implemented No 0

Please indicate the ty

Responding Country

Uganda
Non-bank financial institution -

WAEMU - UEMOA

ZAMBIA
Non-bank financial institution Microcredit/microfinance institution Bank Non-bank financial institution Microcredit/microfinance institution No

TOTAL
21 21 21 21 21 21 21 21 17

For "These institution


Bank Bank Non-bank financial institution No

Abusive clauses: Is th
No

In your country, what


Credit reference bureau Introducing, or strengthening, deposit protection No avenue for consumers to lay complaints and get redress on the specific issue or concern 21 Improved monitoring and enforcement Expand scope of legislation in order to also cover MFIs and other non-bank credit providers Better disclosure of the terms and conditions of agreements 21 Introducing a cooling off period Better disclosure of cost of comparable products Better disclosure of cost of comparable products 21

Better disclosure of cost of comparable products No avenue for consumers to lay complaints and get redress on the specific issue or concern Better disclosure of the terms and conditions of agreements

21 Introduce limits on fees on bank charges

PART 3 CONSUMER

Do consumers have a
No No No Yes Yes 21 21

Is the access to afford


No

For each of the help


A hotline is operated by th No Providers are mandated to 21 No Providers are mandated to No Complaints can be lodged a Yes 2 There is a statutory compla No There is a voluntary compl No No, but it is planned to be implemented 21 No 15 No, but it is planned to be implemented No, but it is planned to be implemented 21 19 No, but it is planned to be implemented 21 No 20 No, but it is planned to be implemented No, but it is planned to be implemented 21 19 No, but it is planned to be impNo 19 No, but it is planned to be implemented 21 No 20

Please indicate the ty

Responding Country

Angola

China

DR Congo

Fiji
- Financial complaints - Consumer issues complaints such as hire purchase etc - Capital markets complaints

Guatemala
Complaints regarding unauthorized debits and credit card due payment of the stolen checks banks, debt restructuring credit card companies use, denial of financial institutions to extend debt severances, dissatisfaction with excessive charges or fees and commissions of interest, among others

KENYA

LIBERIA
0

MALAWI

MEXICO

- Insurance claim not being settled in good time - Overdeduction of loan payments - Failure to remit dividends on shares - Lack of transparency on account opening and credit underwriting

Whichever arise from any institution that plays part in the mexican financial sector, such as: Banks, Insurance and Bond companies, Pension Funds, etc. This involves either products and/or services, such as: credit and debit cards, ATMs, any kind of insurance policy, bailing bonds, any transaction which involves pension funds, etc.

What types of clients can file a complaint?


Client of a bank Client of a bank Client of a non-bank financial institution Client of a moneylender/pawnshop Client of an e-money issuers Client of a mobile money service providers Client of a bank Client of a bank Client of a non-bank financial Client of a non-bank financial institution institution Client of a moneylender/pawnshop Client of an e-money issuers Client of an e-money issuers Client of a mobile money Client of a mobile money service providers service providers

The decisions of the regulators and/or ombudsmen binding upon


Both financial provider and consumer Both financial provider and consumer 0 Both financial provider and consumer The decisions are not binding between the parties

If not, through what mechanism(s) can financial consumers get redress or compensation? To the extent possible, please provide additional information and data on the complaint-handling operations of the market conduct regulator(s) and/or ombudsmen in your country, including:
The approximate number of complaints handled each year not disponible for the n.a moment The average treatment time of complaints The regulator establishes the n.a period of 30 days The percentage of complaints treated to the consumers satisfaction not disponible n.a Ombudsmens budget and staff 188,910 during 2010 with a variation of 4.7% vs 2009

500 150

10

less than 5

3 weeks

2 to 3 months 80% 65%

1 month 80

six months

One month 80% 100

20 working days 57%

not apply n.a Description of significant enforcement actions undertaken in recent years

No ombudsman

NA

N/A

N/A

The Consumer Education and Consumer Protection Unit leverages on the Budgets and 727 employees and $47 million dollars (2010); $47 staff of Supervisory million as of july 31st 2011 Departments

not disponible civil procedure Nothing significant The topics or issues for which the most consumer complaints have been filed in recent years, and any new trends in that regard

NA

N/A

Remedial and corrective actions

A financial cooperative has been ordered to re-imburse its agrieved members funds relating to shares and deposits.

legal dispositions have been issued and there has been an aggressive national financial educational programs.

Responding Country

PALESTINE

Paraguay

Peru
- Rectification done out of the term in the Circular N B2189-2010 - Fees, charges, commissions and terms and conditions that arent clear and transparent to the consumer - Unauthorized Charges On Its Customers' Credit Cards

Philippines

Republic of Armenia
Credit card frauds, which is generally done through shoppings and ATMs, Floating rate: Banks are relating interest rates of the loans with some occasions in the market (foreign currency rate, GDP, inflation rate, etc.) and increasing interest rate of the loan. But when the same occasion happen wise versa they do not decrease the rate of the loan. The banks are selling the pledge by preach of agreement or the Legislation of Armenia Insurance companies are paying less money than the market value of the Vehicle damage repair cost. Insurance companies are not checking health condition of Client of a bank Client of a non-bank financial institution Client of a moneylender/pawnshop

Russian Federation

Samoa
0

SENEGAL

Solomon Islands
0

1. delays in payment 2. hidden fees and commisions 3. selling practices 4. monthly installements 5. credit disputes reselutions 6. authorisations 7. opening account conditions 8. customer classification on bounced checks system

Loans, incldg. interet charged, penalties, foreclosure, etc Credit card transactions Deposit-related concerns Complaints on fees charged Money transfer complaints Pawnshop transactions Client of a bank Client of a bank Client of a non-bank financial institution Client of a moneylender/pawnshop

Most of the complaints are connected with financial services providers' actions (including contract's clauses, behavior of providers, and etc.) Client of a bank Client of a non-bank financial institution Client of a moneylender/pawnshop

Mauvais traitements, incomprhension des charges et taux qui ont conduit un surendettement par manque d'explication de l'agent,pratiques de recouvrement abusives, incapacit de payer Client of a bank Client of a non-bank financial institution Client of an e-money issuers Client of a mobile money service providers

What types of clients


Client of a bank Client of a non-bank financial institution -

Client of an e-money issuers Client of an e-money issuers Client of an e-money issuers Client of a mobile money Client of a mobile money service providers service providers

The decisions of the r


The financial provider only Both financial provider and consumer The decisions are not binding Both financial provider and between the parties consumer Both financial provider and consumer 0 Both financial provider and consumer 0

If not, through what m To the extent possibl


The approximate number o

350 n/a The average treatment tim 15 working days to 3 months n/a The percentage of complai 60% n/a Ombudsmens budget and s

5000

2000

700

35000

none

10

50

30 days 70 %

15 days not available

16 business days 68%

up to 30 days n/a

none none

1 semaine 80%

a month 60

2 n/a Description of significant e

not applicable

150mln AMD, 13 employees including the Mediator

n/a

none

Non Disponible

fine some banks, credit customers accounts with interest or commission amounts unfairly collected by banks The topics or issues for wh

n/a

The Mediator does not take any enforcement actions. Upon investigating the case, the Mediator can make three types of decisions: honoring, partially honoring, or rejecting the claim. If the customer agrees with mostly on credit card-related mediator's decision the complaints decision becomes man

For instance, Federal Law which provides regulation on mediation activity came into force in the beginning of none 2011.

Caravane de sensibilisation sur la rglementation et l'ducation financire des client mais aussi la cration de l'OQSF (ombudsmen)

banks to disclose fees

Responding Country

Uganda

WAEMU - UEMOA

ZAMBIA

TOTAL
20

Fly by night 'non-banks' conning unsuspecting public

What types of clients


15 15 15 There is a financial services provider that does not provide any avenue for a consumer to file a complaint, please list fly by night 'non-banks' 15 17 15

13 17

The decisions of the r


The decisions are not binding between the parties

If not, through what m


16

To the extent possibl


The approximate number o 21 The average treatment tim The percentage of complai Ombudsmens budget and s NA 90 % 21 21 NA 120 21 NA 1 week

Description of significant e

NA

$80,000, 6 staff 21

The topics or issues for wh

NA

Disclaimers and fines

Responding Country

Angola

China

DR Congo

Fiji

Guatemala

KENYA

LIBERIA

MALAWI

MEXICO

Clients are complaining about waiting times queeing at banks. This problem will be solved with the entry into force of agent bank n.a regulation. Any other information you may feel appropriate

Financial Complaints

Complaints regarding unauthorized debits and credit card due payment of the stolen checks banks, debt restructuring credit card companies use, denial of financial institutions to overcharging, non disclosure extend debt severances, dissatisfaction with excessive of charges and fees i.e. unfair financial charges hidden costs charges or fees

Transparency Issues

Credit cards.

not apply

no

NA

NA

N/A

unfair disclosure practices The setting up of a Consumer Protection Unit at the Central Bank of Liberia and informing the public of the existence of this structure in the newspapers and the Bank's Newsletter.

The unit responsible for market conduct regulation is just in its infancy stage. The Bank is currently recruiting staff to fill the vacancies. Meanwhile, staff from other supervisory departments are Every financial sector involved have their particular used in market conduct and recurrent complaints. regulation. The Reserve Bank of Malawi, with the help of the World Bank and other partner donors, is undertaking a a 5Year project to strengthen consumer protection and financial literacy. Developing and strengthening redress mechanisms fesatures highly on the agenda of the project. New mechanisms are being implemented using new technologies, such as: presenting a claim through the telephone, the official WEB page, offering telephone settlement hearings, as well as making upgrades in the internal system used for capturing the complaints.

What is being done in your country to enhance consumers access to, and awareness of the complaint handling and redress mechanisms available to them?
improvement of regulations consumer education on consumer protection and disclosure. Continue with the financial education program. We ask the bank to solve the Small Claims Tribunal is in problem with the client place to handle any complaints below $5,000 and in addition to this we have the Magistrates Court that caters for more than the amount of $5,000. We also have the Consumer Council of Fiji that can take up complaints and have a redressal system in place. Supporting this is also the Commerce Commission and the Reserve Bank. The Superintendency of Customer sensitization and Banks has opened a customer awareness as part of service office of financial financial education. services, and also a telephone line for the care of complaints, is preparing legislation protecting consumer financial services and is being included issues of transparency in rules of card credit and disclosure by financial institutions. it is promoting financial inclusion travez agents to regulate banking and mobile banking services.

Is there any agency that offers debt counseling?


No No No Yes, please describe No No No No Decrease the cost of the mechanisms currently in place to make them affordable to poor people No Decrease the cost of the mechanisms currently in place to make them affordable to poor people

In your country, what are two main priorities for the next to provide consumers access to affordable and efficient complaint handling and redress mechanisms? Please select up to two priorities.
Expand the coverage of the mechanisms already in place Establish mechanisms for in order to cover NBFIs bank customers clients Establish mechanisms for bank customers Expand the coverage of the mechanisms already in place Establish mechanisms for in order to cover NBFIs bank customers clients Decrease the cost of the mechanisms currently in place to make them affordable to poor people Decrease the cost of the mechanisms currently in place to make them affordable to poor people Establish mechanisms for bank customers Decrease the cost of the mechanisms currently in place to make them affordable to poor people

Set up an ombudsman

Set up an hot-line with the financial sector regulator/supervisor Set up an ombudsman

Others, please explain

Set up an hot-line with the Set up an hot-line with the financial sector financial sector regulator/supervisor regulator/supervisor

Responding Country

PALESTINE

Paraguay

Peru

Philippines

Republic of Armenia

Russian Federation

Samoa

SENEGAL

Solomon Islands

credit lines Any other information you

n/a

credit card related complaints, including collection harassment cases

complaints about mortgage agreements, health insurance, MTPLI, pawnshops, deposit agreements, credit card frauds, money transfer, etc.

Most of the complaints covered problems with financial service providers' compliance with applicable legislation.

none

L'incomprhension des taux d'intrt et le surendettement qui en dcoule et les mthodes de recouvrement abusives

high bank fees

n/a n/a

0 86% of Peruvian districts dont have a bank branch nor a banking agent. 7% of the districts, accounting for 16% of the population, have banking presence exclusively through banking agents. - Agent networks are concentrated in Lima and other major cities. In rural areas there is only 13% of bank branches and 16% of bank agents. Superintendency is working in the development of new indicators: Gini indexes of deposits, loans and branches related to population. Qualitative and quantitative indicators from a baseline survey on financial literacy and financial access and use of financial products and services.

none information dissemination, trough financial education campaigns, distribution of flyers/advisories; participation in tv and radio programs on consumer protection related issues; information is posted in the website of the regulators

Unfortunately, we do not have an access to all available statistics on complaints (different approaches of gathering data)

none

L'OQSF(Ombudsmen) est une nouvelle institution ce qui explique les donnes nil voques plus haut Une norme campagne de communication sur le rle de l'OQSF (onbudsman); sur la rglementation et aussi un programme d'ducation financire des clients ou membres The issue of complaint handling is not done at the moment but now NFIU is engaging a TA to review the regulatory framework covering all these financial related issues

What is being done in


- we established unit at the dept. following the complaints - specialized staff to handle and resolve consumers complaints - assign compliance officer in each bank to handle consumers complaints - special proceduers enforcing the banks to handle complaints - we established consumers hall at the head office to be the address for the conumers to submit there complaint to the supervisory authority Regulation on Requirements on internal processes on complaint handling For education part, wide range of activities has already been implemented by CBA, such as set up of specialized web site (www.abcfinance.am), publication of guides, issuance of educational CDs for school children, TV and radio commercials etc. The Office of Financial System Mediator has undertaken a big campaign on financial consumer education and awareness with various target groups being differentiated. the services of Mediator have been promoted heavily through media, seminars and conferences among students, employees of different companies, elder people, main users of financial services, etc. Aside from the PR campaign, certain steps have been made through legislation to enhance consumers awareness. Particularly, financial organizations must place announcements about complaint handling processes in their organizations, No Expand the coverage of the mechanisms already in place in order to cover NBFIs clients Several working groups on none creating minimum financial service requirements under the supervision of Federal Anti monopoly Service were formed. As far as banking products are concerned there is a possibility for consumers to use ombudsman's help in solving conflict situations. Other financial services' (including banking products) consumers may file a suit if there is a conflict situation between consumer and service provider.

Is there any agency th


No No No No No No No No

In your country, what


Expand the coverage of the Set up an hot-line with the mechanisms already in place financial sector Establish mechanisms for Establish mechanisms for in order to cover NBFIs regulator/supervisor bank customers bank customers clients - enhance submitting complaints by consumers Set up an hot-line with the through banks, MFI's and financial sector Establish mechanisms for supervisory authority regulator/supervisor Others, please explain bank customers websites Expand the coverage of the mechanisms already in place Establish mechanisms for in order to cover NBFIs bank customers clients Expand the coverage of the mechanisms already in place Establish mechanisms for in order to cover NBFIs bank customers clients

Identify cost effective mechanisms that can work in the rural areas Set up an ombudsman

Identify cost effective Set up an hot-line with the Identify cost effective mechanisms that can work in financial sector mechanisms that can work in the rural areas regulator/supervisor the rural areas

Responding Country

Uganda

WAEMU - UEMOA

ZAMBIA

TOTAL
21

Any other information you

NA

Misrepresentation 21

NA

Zambia has a Tribunal which complements the CCPC and plays the role of the Ombudsman. 21

What is being done in


a complaints desk has been set up in the Supervision Function. GIZ has promised to give assistance the Bank of Uganda conduct a study on setting up an ombudsman for the medium to long term-this has yet to be communicated officially by the GIZ which has already helped the Bank of Uganda develop a national framework on financial literacy as well as the Financial Consumer Protection Guidelines both of which the Bank of Uganda launched and circulated officially in April 2011 and May 2011. Now Uganda is in the process of developing the national strategy on financial literacy There is a project to put in Consumer awareness place an observer of financial programmes. services, a complaint handling and redress mechanism and an ombudsman

Is there any agency th


No No No Expand the coverage of the mechanisms already in place in order to cover NBFIs clients 21 21

In your country, what


Establish mechanisms for bank customers

21

Others, please explain

Set up an ombudsman

Others, please explain

Responding Country

Angola

China

DR Congo

Fiji

Guatemala

KENYA
New constitution passed in 2010 entrenches consumer protection as a right in the Bill of Rights. The constitution further requires specific consumer protection legislation to be enacted that will also encompass complaint handling and redress mechanisms.

LIBERIA

MALAWI

MEXICO

0 No No Yes

Is there a national strategy to enhance the financial literacy, capability and awareness of consumers?
Yes Yes No No Yes No

Has the level of financial literacy in your country been formally measured?
Yes, please describe the modalities and results of the assessment No No No No No No No No

was measured by surveys

Does the regulator (or any other government agency) have a statutory responsibility to promote consumer literacy, capability and awareness with respect to financial services?
Yes, please indicate which institution has such responsibility No Yes, please indicate which institution has such responsibility Yes, please indicate which institution has such responsibility No No No Yes, please indicate which institution has such responsibility Reserve Bank of Malawi, under the Financial Services Act Yes, please indicate which institution has such responsibility Yes, please indicate which institution has such responsibility Yes, please indicate which institution has such responsibility Yes, please indicate which institution has such responsibility Yes, please indicate which institution has such responsibility

The regulator Yes, please indicate which institution has such responsibility Yes, please indicate which institution has such responsibility

Banque Centrale du Congo Yes, please indicate which institution has such responsibility

Mandated in the Banking Act Yes, please indicate which institution has such responsibility

CONDUSEF. Yes, please indicate which institution has such responsibility

Does the regulator (or any other government agency) undertakes programmes to promote consumer literacy, capability and awareness with respect to financial services?

the regulator Printing & distribution of brochures

China Financial Education Fund

Banque Centrale du Congo

The Superintendency of Banks has a magazine that promotes financial education, this magazine is distributed in schools and forums organized in the rural The Financial Education and area, with radio spots that Under the National Financial promote the proper use of Consumer Protection Central Bank of Liberia Inclusion Taskforce mandates financial products Partnership.

Reserve Bank of Malawi

CONDUSEF, Bansefi (State Savings Bank) & other Agencies, etc.

Please indicate whether any of the following instruments are used to promote financial consumer literacy, capability and awareness by the financial sector regulator or another government agency:
 Workshops with consumers or consumer institutions  Newspaper interviews  Consumer awareness adverts / notices in newspapers  TV interviews  TV adverts  Messages embedded in TV programmes such as soap-operas  Radio  National conferences related to consumer education Financial education in schools  Financial education programmes aimed at youth and young people  Financial education in workplaces  Financial education through rural outreach programmes                                                  

Responding Country

PALESTINE

Paraguay

Peru

Philippines

Republic of Armenia

Russian Federation

Samoa

SENEGAL

Solomon Islands

work to have a clearer mandate for consumer complaints handling No Yes No No Yes No

0 Yes Yes

Is there a national str


No

Has the level of finan


Yes, please describe the modalities and results of the assessment No No No Yes, please describe the Yes, please describe the modalities and results of the modalities and results of the assessment assessment No Financial literacy and financial education project is being implemented in the country with participation of IBRD. While several surveys were made it became obvious that, for instance, only 45 percent of adult Results of the assessment has population use cost planning not been finalized yet. approach Yes, please indicate which institution has such responsibility Yes, please indicate which institution has such responsibility Yes, please indicate which institution has such responsibility the central bank of samoa is tasked with promoting finanical inclusion and financial literacy Yes, please indicate which institution has such responsibility Yes, please indicate which institution has such responsibility No No

some improvments realised in the results

Does the regulator (o


Yes, please indicate which institution has such responsibility No No No No No

palestine monetary authority

Central Bank of Armenia Yes, please indicate which institution has such responsibility Yes, please indicate which institution has such responsibility Yes, please indicate which institution has such responsibility

Federal Service on Consumers' Rights Yes, please indicate which institution has such responsibility

Does the regulator (o


Yes, please indicate which institution has such responsibility No No

The Superintendency of banks

Regulation for InformationTransparency and Applicable Rules for Contracting with Users in the Financial System (Regulation of Transparency). It was a mended by ResolutionNo.905- PDIC (be a wise saver campaign) 2010SBS

Central Bank of Armenia

Federal Service on consumers' Rights, Federal Antimonopoly Servicy, supervisors (insurance and banking activity)

central bank of samoa

Direction de la Microfinance, Observatoire de la Qualit des Services Financiers

Please indicate wheth


Printing & distribution of b  Workshops with consumers  Newspaper interviews  Consumer awareness adver  TV interviews  TV adverts  Messages embedded in TV p Radio  National conferences relate  Financial education in scho  Financial education progra  Financial education in work  Financial education throug                                         

Responding Country

Uganda

WAEMU - UEMOA

ZAMBIA

TOTAL
18

conducting the study mentioned above first

Strengthening the outreach of the Small claims court to support the tribunal (which acts as the Ombudsman) Yes No 21 21

Is there a national str


Yes

Has the level of finan


No No No 14

Does the regulator (o


Yes, please indicate which institution has such responsibility Yes, please indicate which institution has such responsibility 21 No 18

Bank of Uganda

Central Bank Yes, please indicate which institution has such responsibility Yes, please indicate which institution has such responsibility 21

Does the regulator (o


Yes, please indicate which institution has such responsibility

20

Bank of Uganda

1.Bank of Zambia; 2. Some actions are takin some Pensions and Insurance time in the field of awarness Authority; 3. Securities and by Central Bank Exchange Commission.

Please indicate wheth


Printing & distribution of b  Workshops with consumers  Newspaper interviews  Consumer awareness adver  TV interviews  TV adverts Messages embedded in TV p Radio National conferences relate  Financial education in scho  Financial education progra  Financial education in work  Financial education throug 10 5 7 5  10 5 10 5 8 5 14 1 14 1 12   13 13  16 14

Responding Country

Angola

China


DR Congo

Fiji


Guatemala


KENYA

LIBERIA

MALAWI

MEXICO
 

A financial literacy website Financial literacy via mobile phones

Please indicate whether any of the following instruments are used to promote financial consumer literacy, capability and awareness by the financial institutions:
Printing & distribution of brochures  Workshops with consumers or consumer institutions  Newspaper interviews  Consumer awareness adverts / notices in newspapers  TV interviews  TV adverts  Messages embedded in TV programmes such as soap-operas  Radio  National conferences related to consumer education Financial education in schools  Financial education programmes aimed at youth and young people  Financial education in workplaces  Financial education through rural outreach programmes  A financial literacy website  Financial literacy via mobile phones                                                   

Do consumer advocacy groups have any formal roles, responsibilities, or duties related to consumer education?
Yes, please describe helped in design of the strategy Yes Yes low-income persons exercising an income generating activity in the informal sector Yes No Yes Yes High school students and youth No No Yes, please describe Promote, formulate and implement Yes Yes - School Children - Poor/ underserved community - Unbanked sector No No No Yes, please describe Members of the Financial Education and Consumer Protection Partnership. Yes Yes Lack access to formal financial services and mainly use informal financial services. No Yes, please describe They are involved as stakeholders at policy level Yes No Yes Yes 0 Subsistence farmers Small scale fishermen Village agricultural or fishing cooperative schemes Small scale business women Yes Yes Low income people, focus on those who receive remittances and who seek for credit and savings services. No

Is there a special unit or dedicated staff responsible for financial consumers literacy, capability, and awareness? Do financial consumers literacy, capability, and awareness programs target unbanked or low-income people? If so, what are the characteristics of the target groups?

What are the characteristics of the initiatives that target unbanked or low-income people?

Responding Country

PALESTINE
 

Paraguay

Peru


Philippines


Republic of Armenia


Russian Federation

Samoa

SENEGAL

Solomon Islands


A financial literacy website Financial literacy via mobil

Please indicate wheth


Printing & distribution of b  Workshops with consumers  Newspaper interviews  Consumer awareness adver  TV interviews  TV adverts  Messages embedded in TV p  Radio  National conferences relate  Financial education in scho  Financial education progra  Financial education in work  Financial education throug  A financial literacy website  Financial literacy via mobil                                 

Do consumer advocac
No No Yes, please describe They try to distribute some information to their associates Yes Yes 0 Urban: Financial education actions focused on low-end socioeconomic status. Rural: Creation of optimal access conditions through regulation aimed to new rural users. No No No No No No

Is there a special unit


Yes No No Yes Yes varied groups across the society: workers in government, graduating college students, members of the academe, overseas Filipinos and their beneficiaries, microfinance clients, school children Yes No No Yes Target groups can be described, for instance, by the following characteristics: age; income; density of population; social status; access to financial services. No Yes poor literacy, low income No Yes les caractristiques des groupes cibles sont les suivant: -illettrisme et analphabtisme -Absence de notions en finance et produit financier -Faible revenu -Zone d'habitation souvent rurale -90% musulman donc rcalcitrant au taux d'usure No Yes Target groups are those living in rural areas and that are under served by formal banks

Do financial consume
Yes

If so, what are the ch


Target groups are potential clients for availing financial services, provision of cost effective financial services will lead to increase the financial inclusion and minimize the incidence of poverty.

What are the charact

Responding Country

Uganda

WAEMU - UEMOA

ZAMBIA

TOTAL
6 5

A financial literacy website Financial literacy via mobil

Please indicate wheth


Printing & distribution of b  Workshops with consumers  Newspaper interviews  Consumer awareness adver  TV interviews  TV adverts  Messages embedded in TV p 4 Radio  National conferences relate  Financial education in scho  Financial education progra  Financial education in work  Financial education throug 7 A financial literacy website Financial literacy via mobil 3 1 2 No No 21 17 7 7 8  9 12 8  9  11  11   12 17

Do consumer advocac
Yes, please describe member of FLISP and FLAG mentioned above

Is there a special unit


Yes No No No Yes Mostly low income employees. 21 21 19

Do financial consume
Yes

If so, what are the ch


Financially illiterate, poor access to financial services, poor, and on the periphery of monetary and financial sector policy signals

What are the charact

Responding Country

Angola
were set up "deposit accounts Bankita" and savings "Bankita to grow" with flexible requirements in terms of identification and amount

China

DR Congo
- go to some school - introduction of International Saving Day (Journe Interntionale de l'Epargne : october 31st, 2011) - tv aand radio interviews and explanation of financial services; - etc.

Fiji
- Microfinance expositions - COmmercial Banks expositions

Guatemala

KENYA
0 Disseminated through electronic media or through focused outreach by banks and deposit taking microfinance institutions.

LIBERIA

MALAWI

MEXICO

0 Group lending The initiatives are carried Financial literacy Workshops out by the National Bank for Radio financial jingles Savings and Financial (Bansefi), which firstly consist on developing financial education material focused on low income people, then spread out this material through: a)Workshops for Savings and Credit Popular Sector (federations, savings banks, cooperatives, microfinance, etc.), addressed in relevant topics such as: financial planning, financial services, savings, credit management and remittances. b)Mobile units where workshops are given to financial users and potential financial users. c)Partnerships with academic institutions have been developed in order to provide training for students, so that they can provide courses to low income people that help to promote access to financial products and services. CNBV: A set of secondary and

Has your institution ever evaluated the effectiveness of its financial literacy, capability, and awareness initiatives?
No No No No Yes No No Yes

If so, what evaluation tools have been used?

0 0

0 0

0 0

Evaluation/impact assessment by independent market research firm. Evaluation sought to assess if there had been increased awareness of bank charges and lending rates due to CBK communication initiatives such as publications in newspapers or media launches of bank charges and 0 lending rates surveys. 0 A change in the communication modalties of bank charges and lending rates.

0 0

autoevaluations and financial lietarcy evaluation (finance knowledge) before and after each program is 0 implemented. 0 Generally the evaluated improve in their afterwqrds evaluations.

What are the results of the evaluation?


0

Has this evaluation been conducted periodically?


0 0 0 0 0 Yes. 0 0 Yes, in every program.

What constraints and limitations keep your institution from promoting financial literacy, capability, and awareness?
Lack of mandate Insufficient personnel Lack of specific training for the staff Insufficient funding Others:                

Responding Country

PALESTINE
promote the use of banking agents and mobile banking, continuing financial education campaigns to raise awareness of financial products and how to access them.

Paraguay

Peru
0 Priority topics: basic knowledge of the financial system (financial literacy), basic knowledge of the financial products and services; and use of ebanking. Principal outlines: 100% recognize the name of the Superintendency, but none identifies the its role - None knows the products and services offered by the bank, they only go to a specific use (to cash his paycheck or receive a wire transfer) - None knows how to make a complaint - None uses the e-banking

Philippines
concepts of financial planning: budgetng,saving; consumer rights and responsibilities; advisories on financial scams; entrepreneurship

Republic of Armenia

Russian Federation
Firstly, a survey on financial simple inclusion has been done. Secondly, favorable conditions were created (On national payment system Act was enacted). Organizations (banks, agents, and etc.) open their branches in the areas where there are few financial service providers. They also provide affordable services to low-income people, and try to include unbanked population in the process.

Samoa

SENEGAL

Solomon Islands

-Education financire Currently building their level spcifique aux produits of financial literacy and utiliser par cette promotion of saving products population. -Sensibilisation sur leur droits et obligations mis en relief par le dispositif rglementaire. -Sensibilisation sur les diffrents recours internes comme externes (OQSF)

Has your institution e


No No Yes No No No No No

If so, what evaluation

0 0

only through pre and post tests given to participants to gauge effectiveness of 0 materials 0 good, but highlighted need to intensify campaign for raising awareness about investment products (for programs targetting college students and professionals)

0 0

0 0

0 0

0 0

0 0

What are the results


0

Has this evaluation be


0 0 0 everytime campaigns are conducted 0 0 0 0 0

What constraints and


Lack of mandate Insufficient personnel Lack of specific training for Insufficient funding Others:                   

Responding Country

Uganda
similar to above

WAEMU - UEMOA

ZAMBIA
0 Workshops.

TOTAL
21

Has your institution e


No No 18 21

If so, what evaluation

0 0

0 0 21

What are the results


0

Has this evaluation be


0 0 0 21

What constraints and


Lack of mandate Insufficient personnel Lack of specific training for Insufficient funding Others:            3 14 11 14 5

Responding Country please specify

Angola

China

DR Congo

Fiji

Guatemala

KENYA

LIBERIA
This has not been determined yet given that this is a new initiative undertaken by the regulator.

MALAWI

MEXICO

Over the next year, what are the main priorities for your country in reference to financial consumers literacy, capability and awareness?
Clarify the regulators role and mandate  Engage financial institutions and other private sector players in the delivery or the programs  Better involve financial consumer advocacy groups Identify cost effective mechanisms to deliver these programmes to the masses  Evaluate the implemented projects  Measure the level of literacy of the population  Make a better use of the medias  Train for school professors Include financial education in schools curricula  Others: please explain  Finalise development of a national strategy on financial education.        

Please report any other initiatives or features of your countrys consumer empowerment and market conduct framework that have not been mentioned.
not apply Shaanxi Province in Northwestern part of China has built a Financial Consumer Protection center,piloted a financial consumer hotline,and collect cases. N/A N/A N/A N/A The Reserve Bank of Malawi, in collaboration with other stakeholder and donor partners, is spearheading a financial literacy and consumer protection initiative that will lead to a National Strategy on financial literacy and consumer protection. Recently, the private sector, represented by banks, Cooperatives and MFIs have been involved in developing financial education programs. But thewe have been pending mostly from their Social Affairs Departments and not as a consummer and clientel strategy for strenghtening financial usage, so it is needed to include them at the recently born national strategy for financial education.

Responding Country please specify

PALESTINE

Paraguay

Peru

Philippines
we still need to have a defined progrm for our campaigns

Republic of Armenia

Russian Federation

Samoa
no strategy or target

SENEGAL

Solomon Islands

Over the next year, w


Clarify the regulators role  Engage financial institution  Better involve financial con Identify cost effective mec  Evaluate the implemented  Measure the level of literac  Make a better use of the m  Train for school professors Include financial education  Others: please explain   identify areas which need to Elaborate National Strategy be prioritized and define of Financial Education strategy         

Please report any oth


ThePerus Financial Education Program for Secondary Students is a teacher training program executed by the Superintendency of Banking,Insurance and Private Pension Funds ofPer(SBS)in agreement with the Ministry of Education. This national level program offers a teacher training program with materials for teachers to use with their high school students to ultimately provide them with basic financial education before they enter the work force and are confronted with the growing range of financial services available. e-learning for employees of the Bangko Sentral; awareness contests;regular dialogue with industry assns as means to address concerns not covered by regulations; Pension System Awareness Center was established, which is a permanently functioning separate unit, where the general knowledge and information relating to the pension system is centralized (is collected from various sources) and provided via different tools (ways) to consumers and beneficiaries. N/A La classification des produits N/A offerts par les Institutions et leur comparaison, et dans un futur proche mesurer de faon efficiente la protection des consommateurs en s'articulant sur les indicateurs dvelopps lors de la smartcampaign. Renforcer le programme d'ducation financire en cours.

Responding Country please specify

Uganda
low level of support from the top management for the noble and immense work to be accomplished, going forward

WAEMU - UEMOA

ZAMBIA
National financial education and literacy strategy only being developed now.

TOTAL
15

Over the next year, w


Clarify the regulators role

4 Engage financial institution  Better involve financial con Identify cost effective mec  Evaluate the implemented 2 Measure the level of literac  Make a better use of the m  Train for school professors Include financial education  Others: please explain 3 13  8 3 8 5  10

Please report any oth


Moving from regulations into laws; sustainable financing mechanisms for financial literacy and financial consumer protection programs countrywide among the five strands, namely, youths and young adults; rural outreach; schools, colleges and universities; workplaces; and the media; implementing the 33 next steps that the visionary and hard-working Dr Polycarp Musinguzi, the Executive Director, Governor's Office, Bank of Uganda currently has recently outlined following the AFI-sponsored Knowledhe Exchange to Peru and Mexico which he briefly suimmarised for the Governor in a memo he did on return but which have not got the top-level Governor's policy backing, consistency and continuity of purpose to deepen, broaden financial inclusion, financial literacy and financial consumer protection in the entire Uganda along the already identified 5 strands mentioned above and carry the effort beyond the national level to at the wider regional and continental levels. Development of the National Financial Education Strategy with stakeholder input. 20