Consumer Protection in Digital Finance Surveys
IPA's Consumer Protection Research Initiative is a four-year program to support policymakers, financial service providers, and civil society to develop and test consumer protection solutions in four emerging markets. In March 2021, the Consumer Protection Research Initiative released reports of the results from four surveys conducted in Bangladesh, Kenya, Nigeria, and Uganda to understand the challenges consumers face with digital finance in those countries.
Bangladesh
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Between 2011 and 2018, financial inclusion in Bangladesh increased by 56%, largely due to increased digital financial services (DFS) innovation and adaptation of new technologies. New products and new channels raise new risks for consumers, which must be understood and addressed to maximize the benefits of increased access and innovation. IPA conducted a survey of users of DFS to understand their experiences, challenges faced, and opportunities for improvements in consumer protection in Bangladesh.
Kenya
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IPA collaborated with the Competition Authority of Kenya to conduct a survey on key themes in consumer protection, including fraud and loss of money, complaints handling and redress, pricing transparency and consumer choice, and borrowing behavior. Survey responses identify which issues may be of greater or less concern, to inform future policy actions. The 2025 report adds to the evidence from a survey of DFS users in Kenya previously conducted by IPA in 2020.
Nigeria  From February to April 2024, IPA surveyed DFS users in 24 states across Nigeria (note: not nationally representative). The survey interviewed consumers on their usage of four different types of financial services: mobile banking, mobile money, agents, and digital credit. The goal was to understand their experiences, identify challenges, and assess opportunities for improvement in consumer protection. This research adds to the evidence from a survey of DFS users in Nigeria previously conducted by IPA in 2020. View 2024 Nigeria Survey Report |
Tanzania  In 2025, IPA surveyed 1,000 users of digital financial services in urban markets in Dar es Salaam and Mwanza and in rural markets in Rorya and Hanang districts (note: not representative of the population of DFS users in Tanzania). The survey interviewed consumers on digital financial services usage and consumer choice, challenges and risks faced, complaints redress, and trust in DFS. |
Uganda  IPA collaborated with the Uganda Communications Commission to conduct a survey on key themes in consumer protection, including fraud and loss of money, complaints handling and redress, pricing transparency and consumer choice, and borrowing behavior. Survey responses identify which issues may be of greater or less concern, to inform future policy actions. The 2025 report adds to the evidence from a survey of DFS users in Uganda previously conducted by IPA in 2020. View 2025 Uganda Survey Report |