Leveraging Customer Complaints Data to Monitor Consumer Protection in Mobile Services in Uganda

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Mobile financial services have become the main channel of financial inclusion, especially in low-income countries. However, consumer protection failures in the sector remain common. In Uganda, researchers partnered with the Uganda Communications Commission to conduct a phone-based survey among 1,000 users of mobile financial services to inquire about their experiences. In addition, they are leveraging access to mobile network operators’ customer care logs to test and implement new tools for analyzing complaints and resolving disputes. This paper summarizes the key findings and recommendations from IPA's work with the Uganda Communications Commission (UCC) analyzing consumer complaints records.
Period1 Nov 2021
Event titleFinancial Inclusion Week (FIW): Center for Financial Inclusion
Event typeConference
Conference number7
LocationWashington D.C., United StatesShow on map