Consumer protection (CP) is a strategic theme at MSC. Our work at CP seeks to build a responsible ecosystem that treats consumers fairly, respects their rights, and safeguards their well-being.
Our work within the CP capability focuses on consumer protection across the products and transactions lifecycle. It ensures that consumers are treated fairly, their rights are respected, and their financial well-being is safeguarded. We collaborate with service providers, policymakers, and regulators to develop strategies and solutions that promote transparency, trust, and responsible behavior.
MSC’s research, policy advocacy, and capacity-building initiatives span across focus areas,such as digital financial capability, fraud and risk management, deceptive design and dark patterns, data protection, RegTech and SupTech, and grievance resolution mechanisms and recourse.
We are committed to create a responsible ecosystem that promotes financial health, effective social inclusion, stability, sustainability, and long-term value creation for individuals and communities.
What we do
- Design customer-centric solutions: We believe a responsible ecosystem starts with a customer-centric approach. Our strategies and recommendations are designed to empower customers, promote transparency, and foster trust between service providers and their clients.
- Research and insights: Our team conducts in-depth research to understand customers’ evolving needs, challenges, and behaviors in the responsible landscape. We gather valuable insights that drive evidence-based decision-making and help shape policies and practices.
- Policy advocacy: We work closely with policymakers and regulators to advocate for consumer-centric policies and regulations. Through policy advocacy, we strive to create an enabling environment that protects consumers’ interests, encourages responsible practices, and fosters inclusiveness.
Join us on our journey toward responsible customer protection. Connect with our team, explore our resources, and stay updated on our latest initiatives. Together, we can create an ecosystem where customers are empowered, protected, and engaged.
Contact us today to explore collaboration opportunities and make a positive impact on customer protection. Together, let us build a more inclusive and customer-centric financial future.
Please see our Capability Statement for an overview of our work on customer protection.
Key publications
- Decoding India’s Digital Personal Data Protection Act
- Decoding the extent and exposure of financial fraud among DFS customers
- Women risk and consumer protection in online leading platforms in Indonesia
- The role of mobile money providers and their agents in protecting customers’ data
- Customer protection risks limit the use of DFS among women: Here is what we can do.
- Digital financial capability- revealing teachable moments through phygital (physical + digital) channels
- OJK ads a suite of exciting tech solutions to address the 100,000+ consumer complaints and ensure stronger consumer protection in Indonesia
- Trust Buster! A dozen reasons why your potential customers do not trust your agents (particularly in rural areas)
- Customer Protection in Indian Digital Financial Services: Part 1: Recourse
- Customer Protection in Indian Digital Financial Service: Part 2: Transparency and Privacy
- Consumer Protection in Digital Age
- Tech solutions for stronger consumer protection in Indonesia
- Responsible digital finance: Seven customer risks that need attention now
- Digital consumer credit: nano loans, macro problems
- Mitigation of Consumer Risks in Digital Financial Services -Perspective from Indonesia & Beyond
- Making Digital Credit Truly Responsible Insights from analysis of digital credit in Kenya
- How are mobile money agents protecting customers’ data in Uganda?
- Fighting DFS frauds from five ends
- Working together to fight DFS frauds
- Burgeoning typhoons in DFS
- In Our Digital Financial Service, We Trust?
- Connecting the dots: Putting risk, customer protection, and financial capability in perspective
- Time for action! Customer service, Protection and Trust in Indian Digital Financial Services
- Customer Vulnerability, Trust and Risk in Indian Digital Financial Services
- Survival of the fittest: The evolution of frauds in Uganda’s mobile money market (Part-II)
- Digital financial capability– using emotions to design content
