Across the AFI network, there is an awareness that the rapid adoption of digital financial services has broadened access to financial products and credit for previously unbanked customers, but has also led to expectations of higher standards of market conduct supervision. Issues ranging from abusive debt collection practices, unclear disclosures, biased customer service support and a lack of inter-operability of mobile money agents continues to impact the experience of ordinary consumers.

Within this context, it is timely for the State Bank of Pakistan (“SBP”) to share its experiences integrating these concerns into its consumer protection efforts.