The Client Protection Principles create a common framework for financial services providers (FSPs), policymakers, and clients to better understand and discuss consumer protection issues. While much of the financial inclusion industry’s work has focused on providers and regulators, there is a third, crucial constituency: the clients.
Often, efforts to involve clients in this conversation are often limited because consumers lack awareness of their rights and responsibilities when accessing financial services. In order to address this gap, the Smart Campaign led a multi-country initiative spanning three years to experiment with client engagement techniques, ranging from radio campaigns, social media, and journalist competitions.
This report will cover the Smart Campaign’s initiatives in Ghana, Uganda, and Benin. We will discuss country-specific consumer protection issues as well as the engagement approach for each campaign. Lastly, we will share the lessons learned across these markets and different approaches.