Customer protection and engagement for responsible finance

At MSC, we are dedicated to promoting customer protection and engagement in responsible finance. Our strategic practice group on “Customer Protection and Engagement for Responsible Finance” (CPE-RF) focuses on developing innovative strategies and solutions to ensure financial services keep customers at their core and safeguard their rights. We focus on themes, such as digital financial capability, fraud and risk management, user interface, user experience, and grievance resolution management.

Our goal is to build a responsible financial ecosystem, where consumers are treated fairly, their rights are respected, and their financial well-being is safeguarded. We work alongside financial service providers, policymakers, and regulators to develop strategies and solutions that foster transparency, trust, and responsible behavior in the financial sector.

Through our research, policy advocacy, and capacity-building initiatives, we actively promote consumer-centric policies, enhance financial education and awareness, and establish effective complaint-resolution mechanisms, and encourage responsible product design. Through collaborations with stakeholders and the use of our expertise, we solidify our commitment to creating a
responsible financial ecosystem that promotes financial inclusion, stability, sustainability, and long-term value creation for individuals and communities.

What do we do

1. Design customer-centric solutions: We believe responsible finance starts with a customer-centric approach. Our strategies and recommendations are designed to empower customers, promote transparency and foster trust between financial service providers and their clients.

2. Research and insights: Our team conducts in-depth research to understand customers’ evolving needs, challenges, and behaviors in the responsible finance landscape. We gather valuable insights that drive evidence-based decision-making and help shape policies and practices.

3. 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 financial practices, and fosters financial inclusion.

Join us on our journey toward responsible finance and customer protection. Connect with our team, explore our resources, and stay updated on our latest initiatives. Together, we can create a financial ecosystem where customers are empowered, protected, and engaged.

Contact us today to explore collaboration opportunities and make a positive impact on customer protection and engagement in responsible finance. Together, let us build a more inclusive and customer-centric financial future.

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