Page 8 - ITU-T Focus Group Digital Financial Services – Consumer Experience and Protection
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4.7 Legal entities 29
5 Future Considerations: Top-level view 29
5.1 Use cases and related top-level KPI 30
5.2 Technological components of DFS 31
5.3 Stakeholders 32
5.4 QoS Monitoring 32
Annex A: Overview of existing standards which are related to DFS 34
Annex B: Underlying functionalities of DFS applications 38
B.1 Use Case #1 38
B.2 Use Case #2 40
Annex C: Selection of a set of KPIs appropriate for DFS 42
C.1 KPIs for non-utilization stages 42
C.2 Technical KPIs 42
III Review of DFS User Agreements in Africa: A Consumer Protection Perspective 46
Executive summary 47
1 Introduction 49
2 Key highlights 49
2.1 Language of agreement & transparency of communications 49
2.2 Provider obligations 51
2.3 Consumer obligations 55
2.4 Complaints handling 57
3 Conclusions and recommendations 60
Annex 1: DFS Contracts Reviewed 62
Annex 2: Summary of findings 64
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