Page 11 - GSMA_Congo_Case_Study_ARTWORK
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ENABLING MOBILE MONEY POLICIES IN THE DEMOCRATIC REPUBLIC OF CONGO
Distribution and outsourcing of services
Under the new e-money regulation, service providers can share agents, but this is not mandatory. Providers can recruit anyone who
has signed an agent contract and has a minimum of US$ 100 to purchase the prepaid e-money float, and periodically provide its list
of agents to the BCC. The central bank holds a “blacklist” of people who are not suitable to be mobile money agents, which it shares
with the providers.
Mobile money providers are responsible for training agents on all compliance procedures, including anti-money laundering and
countering the financing of terrorism (AML/CFT). They are also held to account for agents’ conduct on behalf of the provider.
Each month, a list of agents in the distribution network is updated and sent to the BCC.
Customer protection and assistance
The regulation lays out the following procedures for assisting customers:
• Lost PIN or other issue: If a mobile money customer has a problem, such as a lost PIN, she needs to go to the nearest agent.
• Agent fraud: If the customer suspects the agent of fraud, she can contact the call centre or go to the provider’s nearest shop,
which will forward information to the head oce to investigate the case and determine a possible refund.
• Money transfer issues: If money is sent to the wrong number, a cash reversal can be provided after the customer informs the
provider’s customer service.
• Customer call centre: Some providers have a dedicated customer call centre for mobile money; others use the same call centre
for airtime customers, but with specially trained sta to handle calls from mobile money customers. The most common reasons
for a customer to contact the call centre are lost passwords/PINs, account enquiries, and cash reversal requests. Any abnormal
transaction (in terms of number, value, or recurrence) that is suspected to be fraudulent is reported promptly to the central bank.
In its monthly report to the BCC, the provider must include information on the number and types of complaints it has received,
the fraudulent or suspicious activities it has detected, and the disputed transactions it has handled.
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Distribution and outsourcing of services
Under the new e-money regulation, service providers can share agents, but this is not mandatory. Providers can recruit anyone who
has signed an agent contract and has a minimum of US$ 100 to purchase the prepaid e-money float, and periodically provide its list
of agents to the BCC. The central bank holds a “blacklist” of people who are not suitable to be mobile money agents, which it shares
with the providers.
Mobile money providers are responsible for training agents on all compliance procedures, including anti-money laundering and
countering the financing of terrorism (AML/CFT). They are also held to account for agents’ conduct on behalf of the provider.
Each month, a list of agents in the distribution network is updated and sent to the BCC.
Customer protection and assistance
The regulation lays out the following procedures for assisting customers:
• Lost PIN or other issue: If a mobile money customer has a problem, such as a lost PIN, she needs to go to the nearest agent.
• Agent fraud: If the customer suspects the agent of fraud, she can contact the call centre or go to the provider’s nearest shop,
which will forward information to the head oce to investigate the case and determine a possible refund.
• Money transfer issues: If money is sent to the wrong number, a cash reversal can be provided after the customer informs the
provider’s customer service.
• Customer call centre: Some providers have a dedicated customer call centre for mobile money; others use the same call centre
for airtime customers, but with specially trained sta to handle calls from mobile money customers. The most common reasons
for a customer to contact the call centre are lost passwords/PINs, account enquiries, and cash reversal requests. Any abnormal
transaction (in terms of number, value, or recurrence) that is suspected to be fraudulent is reported promptly to the central bank.
In its monthly report to the BCC, the provider must include information on the number and types of complaints it has received,
the fraudulent or suspicious activities it has detected, and the disputed transactions it has handled.
11
