AFI’s newly published Consumer Empowerment and Market Conduct (CEMC) Policy Model provides guidance on how to strengthen consumer trust, confidence, and participation in the financial system. 

The Policy Model, launched during the meeting of AFI’s CEMC Working Group in Port Moresby, encompasses Governance and Institutional Structures, Market Conduct & Competitive Dynamics, Supervisory Tools & Instruments, Complaints Redressal, and Consumer Capability.  

CEMC Working Group Chair, Gérard Nsabimana, Director of the Market Conduct Supervision Department at National Bank of Rwanda, said “the true value of the Policy Model will be realized through implementation, as members translate its principles into practical policies, regulatory and supervisory approaches, as well as actions that deliver better outcomes to consumers.”

“For financial inclusion to translate into meaningful and sustainable outcomes, consumers must be able to access, understand, use, and benefit from financial services in a safe and informed manner,” said AFI Head of Policy Management, Ali Ghiyazuddin. “The Policy Model provides a framework to promote both consumer empowerment and sound market conduct, which can be adapted to different country contexts, legal systems, and levels of financial sector development.” 

The Policy Model was produced by AFI’s Consumer Empowerment and Market Conduct Working Group, which works to develop effective policy tools and to promote their adoption internationally.