IndicatorName: Logistics performance index: Overall score (1=low to 5=high)

Longdefinition: The Logistics Performance Index overall score reflects perceptions of a country's logistics performance based on the efficiency of the customs clearance process, quality of trade- and transport-related infrastructure, ease of arranging competitively priced international shipments, quality of logistics services, ability to track and trace consignments, and frequency with which shipments reach the consignee within the scheduled time. The index ranges from 1 to 5, with a higher score representing better performance. Data are from the Logistics Performance Index surveys conducted by the World Bank in partnership with academic and international institutions and private companies and individuals engaged in international logistics. The 2018 round of surveys covered close to 6,000 country assessments by around 1,000 international freight forwarders. Respondents evaluate eight economies on six core dimensions on a scale from 1 (worst) to 5 (best). The economies are chosen based on the most important export and import markets of the respondent's country, random selection, and, for landlocked countries, neighboring countries that connect them with international markets. Scores for the six areas are averaged across all respondents and aggregated to a single score using principal components analysis. Details of the survey methodology and index construction methodology are available in Arvis, Ojala, Wiederer, Shepherd, Raj, Dairabayeva, Kiiski (2018): "Connecting to Compete 2018: The Logistics Performance Index and Its Indicators", available at lpi.worldbank.org, see Appendix 5 for methodology.


IndicatorName: Logistics performance index: Overall score (1=low to 5=high), lower bound

Longdefinition: The Logistics Performance Index overall score reflects perceptions of a country's logistics performance based on the efficiency of the customs clearance process, quality of trade- and transport-related infrastructure, ease of arranging competitively priced international shipments, quality of logistics services, ability to track and trace consignments, and frequency with which shipments reach the consignee within the scheduled time. The index ranges from 1 to 5, with a higher score representing better performance. To account for the sampling error created by the LPI’s survey-based dataset, LPI scores are presented with approximate 80 percent confidence intervals (see appendix 5 of the LPI report available at lpi.worldbank.org). These intervals yield upper and lower bounds for a country’s LPI score and rank. Upper bounds for LPI scores are calculated by increasing a country’s LPI score to its upper bound while maintaining all other country scores constant and then recalculating LPI ranks. An analogous procedure is adopted for lower bounds.

Source: World Bank Logistics Performance Index Surveys. Data and methodology are available at: http://www.worldbank.org/lpi


IndicatorName: Logistics performance index: Overall score (1=low to 5=high), upper bound


IndicatorName: Frequency with which shipments reach consignee within scheduled or expected time, rank (1=highest performer)

Longdefinition: The Logistics Performance Index reflects perceptions of a country's logistics performance based on six components. The component "Frequency with which shipments reach consignee within scheduled or expected time" includes results from the survey question "When arranging shipments to the countries listed below, how often do they reach the consignee within the scheduled or expected delivery time?" Data are from the Logistics Performance Index surveys conducted by the World Bank in partnership with academic and international institutions and private companies and individuals engaged in international logistics. The 2018 round of surveys covered close to 6,000 country assessments by around 1,000 international freight forwarders. Respondents evaluate eight economies on six core dimensions on a scale from 1 (worst) to 5 (best). The economies are chosen based on the most important export and import markets of the respondent's country, random selection, and, for landlocked countries, neighboring countries that connect them with international markets. Scores for the six areas are averaged across all respondents and aggregated to a single score using principal components analysis. Details of the survey methodology and index construction methodology are available in Arvis, Ojala, Wiederer, Shepherd, Raj, Dairabayeva, Kiiski: "Connecting to Compete 2018: The Logistics Performance Index and Its Indicators", see Appendix 5 for methodology.


IndicatorName: Frequency with which shipments reach consignee within scheduled or expected time, score (1=low to 5=high)

Longdefinition: The Logistics Performance Index reflects perceptions of a country's logistics performance based on six components. The component "Frequency with which shipments reach consignee within scheduled or expected time" includes results from the survey question "When arranging shipments to the countries listed below, how often do they reach the consignee within the scheduled or expected delivery time?" Scores range from 1 to 5, with a higher score representing better performance. Data are from the Logistics Performance Index surveys conducted by the World Bank in partnership with academic and international institutions and private companies and individuals engaged in international logistics. The 2018 round of surveys covered close to 6,000 country assessments by around 1,000 international freight forwarders. Respondents evaluate eight economies on six core dimensions on a scale from 1 (worst) to 5 (best). The economies are chosen based on the most important export and import markets of the respondent's country, random selection, and, for landlocked countries, neighboring countries that connect them with international markets. Scores for the six areas are averaged across all respondents and aggregated to a single score using principal components analysis. Details of the survey methodology and index construction methodology are available in Arvis, Ojala, Wiederer, Shepherd, Raj, Dairabayeva, Kiiski: "Connecting to Compete 2018: The Logistics Performance Index and Its Indicators", see Appendix 5 for methodology.


IndicatorName: Ability to track and trace consignments, rank (1=highest performer)

Longdefinition: The Logistics Performance Index reflects perceptions of a country's logistics performance based on six components. The component "Ability to track and trace consignments" includes results from the survey question "Rate the ability to track and trace your consignments when shipping to country [x]." Data are from the Logistics Performance Index surveys conducted by the World Bank in partnership with academic and international institutions and private companies and individuals engaged in international logistics. The 2018 round of surveys covered close to 6,000 country assessments by around 1,000 international freight forwarders. Respondents evaluate eight economies on six core dimensions on a scale from 1 (worst) to 5 (best). The economies are chosen based on the most important export and import markets of the respondent's country, random selection, and, for landlocked countries, neighboring countries that connect them with international markets. Scores for the six areas are averaged across all respondents and aggregated to a single score using principal components analysis. Details of the survey methodology and index construction methodology are available in Arvis, Ojala, Wiederer, Shepherd, Raj, Dairabayeva, Kiiski: "Connecting to Compete 2018: The Logistics Performance Index and Its Indicators", see Appendix 5 for methodology.


IndicatorName: Ability to track and trace consignments, score (1=low to 5=high)

Longdefinition: The Logistics Performance Index reflects perceptions of a country's logistics performance based on six components. The component "Ability to track and trace consignments" includes results from the survey question "Rate the ability to track and trace your consignments when shipping to country [x]." Scores range from 1 to 5, with a higher score representing better performance. Data are from the Logistics Performance Index surveys conducted by the World Bank in partnership with academic and international institutions and private companies and individuals engaged in international logistics. The 2018 round of surveys covered close to 6,000 country assessments by around 1,000 international freight forwarders. Respondents evaluate eight economies on six core dimensions on a scale from 1 (worst) to 5 (best). The economies are chosen based on the most important export and import markets of the respondent's country, random selection, and, for landlocked countries, neighboring countries that connect them with international markets. Scores for the six areas are averaged across all respondents and aggregated to a single score using principal components analysis. Details of the survey methodology and index construction methodology are available in Arvis, Ojala, Wiederer, Shepherd, Raj, Dairabayeva, Kiiski: "Connecting to Compete 2018: The Logistics Performance Index and Its Indicators", see Appendix 5 for methodology.


IndicatorName: Aggregate expenditure out-turn

Longdefinition: Aggregate expenditure out-turn

Shortdefinition: Aggregate expenditure out-turn


Generalcomments: Does a DEDICATED, NATIONAL, MULTI-STAKEHOLDER STRUCTURE exist to promote and coordinate provision of FINANCIAL EDUCATION?

IndicatorName: Does a dedicated, national, multi-stakeholder structure exist to promote and coordinate provision of financial education?

Shortdefinition:
Does a dedicated, national, multi-stakeholder structure exist to promote and coordinate the provision of financial education in your country?
- Yes

Source: Global Financial Inclusion and Consumer Protection Survey 2017

Topic: Financial Capability


Generalcomments: Does GOVERNMENT, INDUSTRY, AND NGOs participate in the multi-stakeholder structure to promote and coordinate financial education?

IndicatorName: Does government, industry, and NGOs participate in the multi-stakeholder structure to promote and coordinate financial education?

Shortdefinition:
Who participates in the multi-stakeholder structure?
- Government, industry, and NGOs


Generalcomments: Does GOVERNMENT AND INDUSTRY ONLY participate in the multi-stakeholder structure to promote and coordinate financial education?

IndicatorName: Does government and industry only participate in the multi-stakeholder structure to promote and coordinate financial education?

Shortdefinition:
Who participates in the multi-stakeholder structure?
- Government and industry only


Generalcomments: Does GOVERNMENT participate in the multi-stakeholder structure to promote and coordinate financial education?

IndicatorName: Does government participate in the multi-stakeholder structure to promote and coordinate financial education?

Shortdefinition:
Who participates in the multi-stakeholder structure?
- Government authorities


Generalcomments: Does INDUSTRY ONLY participate in the multi-stakeholder structure to promote and coordinate financial education?

IndicatorName: Does industry only participate in the multi-stakeholder structure to promote and coordinate financial education?

Shortdefinition:
Who participates in the multi-stakeholder structure?
- Industry (e.g. financial service providers)


Generalcomments: Are there MULTIPLE AGENCIES responsible for FINANCIAL EDUCATION POLICY AND PROGRAMS?

IndicatorName: Are there multiple agencies responsible for financial education policy and programs?

Shortdefinition:
Is there any agency responsible for leading and/or coordinating financial education policy and programs?
- Yes, multiple agencies


Generalcomments: Is there a SINGLE AGENCY responsible for FINANCIAL EDUCATION POLICY AND PROGRAMS?

IndicatorName: Is there a single agency responsible for financial education policy and programs?

Shortdefinition:
Is there any agency responsible for leading and/or coordinating financial education policy and programs?
- Yes, a single agency.


Generalcomments: Does this country have a formal definition for FINANCIAL EDUCATION or  FINANCIAL LITERACY or FINANCIAL CAPABILITY ?

IndicatorName: Does this country have a formal definition for financial education or financial literacy or financial capability?

Shortdefinition:
Does your country have an official definition of any of the following terms?
- Financial Education, Financial Literacy, Financial Capability


Generalcomments: Does the GOVERNMENT itself or with partners maintain a WEBSITE WITH EDUCATIONAL CONTENT, TOOLS, AND RESOURCES FOR BROADER FINANCIAL EDUCATION?

IndicatorName: Does the government itself or with partners maintain a website with educational content, tools, and resources for broader financial education?

Shortdefinition:
Does the government, either by itself or in coordination with another institution, maintain a website with the objective of improving the financial capability of the public?
- Yes, with educational content, tools, and resources for broader financial education purposes


Generalcomments: Is FINANCIAL EDUCATION integrated into any GOVERNMENT-PROVIDED SOCIAL ASSISTANCE PROGRAMS?

IndicatorName: Is financial education integrated into any government-provided social assistance programs?

Shortdefinition: Is financial education included as a component of any government-provided social assistance programs (e.g. as an element of cash transfer programs)?


Generalcomments: Has the GOVERNMENT issued written guidelines DIRECTED TO ALL PROVIDERS OF FINANCIAL EDUCATION on content and/or methodology?

IndicatorName: Has the government issued written guidelines directed to all providers of financial education on content and/or methodology?

Shortdefinition:
Has the government issued written guidelines to providers of financial education on content and/or approaches to the provision of financial education?
- Yes, directed at all providers of financial education


Generalcomments: Has the GOVERNMENT issued written guidelines DIRECTED TO A LIMITED SET OF PROVIDERS OF FINANCIAL EDUCATION on content and/or methodology?

IndicatorName: Has the government issued written guidelines directed to a limited set of providers of financial education on content and/or methodology?

Shortdefinition:
Has the government issued written guidelines to providers of financial education on content and/or approaches to the provision of financial education?
- Yes, directed at a defined or limited set of providers of financial education (e.g. schools)


Generalcomments: Has the GOVERNMENT, either by itself or with partners, undertaken a NATIONAL MAPPING OF FINANCIAL EDUCATION ACTIVITIES in the PAST FIVE YEARS?

IndicatorName: Has the government, either by itself or with partners, undertaken a national mapping of financial education activities in the past five years?

Shortdefinition: Has the government, either by itself or in coordination with another institution, undertaken a national mapping of financial education activities in the past five years?


Generalcomments: Has a nationally representative BROADER SURVEY WITH A COMPONENT ON FINANCIAL CAPABILITY OF INDIVIDUALS OR HOUSEHOLDS been conducted in the past five years?

IndicatorName: Has a nationally representative broader survey with a component on financial capability of individuals or households been conducted in the past five years?

Shortdefinition:
Has a nationally representative individual- or household-level survey of financial capability been conducted in your country in the past five years?
- Yes, as part of a broader survey (e.g. related financial inclusion or financial consumer protection)


Generalcomments: Has a nationally representative DEDICATED SURVEY OF FINANCIAL CAPABILITY OF INDIVIDUALS OR HOUSEHOLDS been conducted in the past five years?

IndicatorName: Has a nationally representative dedicated survey of financial capability of individuals or households been conducted in the past five years?

Shortdefinition:
Has a nationally representative individual- or household-level survey of financial capability been conducted in your country in the past five years?
- Yes, a dedicated survey on financial capability


Generalcomments: Is FINANCIAL EDUCATION at the stage of CURRICULUM DEVELOPMENT PLANNED WITHIN THE NEXT 1-2 YEARS within public school curriculums?

IndicatorName: Is financial education at the stage of curriculum development planned within the next 1-2 years within public school curriculums?

Shortdefinition:
Is financial education included as a topic or subject in public school curriculums?
- No, but planned development of curriculum within next 1-2 years


Generalcomments: Is FINANCIAL EDUCATION included in public school curriculums as a DISTINCT TOPIC OR SUBJECT?

IndicatorName: Is financial education included in public school curriculums as a distinct topic or subject?

Shortdefinition:
Is financial education included as a topic or subject in public school curriculums?
- Yes, as a distinct topic or subject


Generalcomments: Is FINANCIAL EDUCATION at the stage of IMPLEMENTATION PLANNED WITHIN THE NEXT 1-2 YEARS within public school curriculums?

IndicatorName: Is financial education at the stage of implementation planned within the next 1-2 years within public school curriculums?

Shortdefinition:
Is financial education included as a topic or subject in public school curriculums?
- No, but planned implementation within next 1-2 years


Generalcomments: Is FINANCIAL EDUCATION currently or soon to be included as a topic in public school curriculums AT JUNIOR SECONDARY LEVEL?

IndicatorName: Is financial education currently or soon to be included as a topic in public school curriculums at junior secondary level?

Shortdefinition:
For which education levels is financial education included as a topic in public school curriculums (current or planned)?
- Junior secondary


Generalcomments: Is FINANCIAL EDUCATION at the stage of NOT BEING INCLUDED in public school curriculums?

IndicatorName: Is financial education at the stage of not being included in public school curriculums?

Shortdefinition:
Is financial education included as a topic or subject in public school curriculums?
- No


Generalcomments: Is FINANCIAL EDUCATION currently or soon to be included as a topic in public school curriculums AT PRIMARY LEVEL?

IndicatorName: Is financial education currently or soon to be included as a topic in public school curriculums at primary level?

Shortdefinition:
For which education levels is financial education included as a topic in public school curriculums (current or planned)?
- Primary


Generalcomments: Is FINANCIAL EDUCATION currently or soon to be included as a topic in public school curriculums AT SENIOR SECONDARY LEVEL?

IndicatorName: Is financial education currently or soon to be included as a topic in public school curriculums at senior secondary level?

Shortdefinition:
For which education levels is financial education included as a topic in public school curriculums (current or planned)?
- Senior secondary


Generalcomments: Is FINANCIAL EDUCATION included in public school curriculums as a SUBTOPIC INTEGRATED INTO ONE OR MULTIPLE OTHER TOPICS OR SUBJECTS?

IndicatorName: Is financial education included in public school curriculums as a subtopic integrated into one or multiple other topics or subjects?

Shortdefinition:
Is financial education included as a topic or subject in public school curriculums?
- Yes, as a subtopic integrated into one or multiple other topics or subjects


Generalcomments: Is FINANCIAL EDUCATION currently or soon to be included as a topic in public school curriculums AT UNIVERSITY LEVEL?

IndicatorName: Is financial education currently or soon to be included as a topic in public school curriculums at university level?

Shortdefinition:
For which education levels is financial education included as a topic in public school curriculums (current or planned)?
- University level


Generalcomments: Does the GOVERNMENT itself or with partners maintain a WEBSITE TO DISCLOSE PRICING AND TERMS AND CONDITIONS INFORMATION?

IndicatorName: Does the government itself or with partners maintain a website to disclose pricing and terms and conditions information?

Shortdefinition:
Does the government, either by itself or in coordination with another institution, maintain a website with the objective of improving the financial capability of the public?
- Yes, to disclose information on the pricing and terms of financial products and services


Generalcomments: Does the government explicitly require ALL FINANCIAL SERVICE PROVIDERS to offer financial education?

IndicatorName: Does the government explicitly require all financial service providers to offer financial education?

Shortdefinition:
Does the government explicitly require (i.e. via regulation, guidelines, or circular) financial institutions to provide financial education?
- Yes, directed at all financial institutions


Generalcomments: Does the government explicitly require A LIMITED SET OF FINANCIAL SERVICE PROVIDERS to offer financial education?

IndicatorName: Does the government explicitly require a limited set of financial service providers to offer financial education?

Shortdefinition:
Does the government explicitly require (i.e. via regulation, guidelines, or circular) financial institutions to provide financial education?
- Yes, directed at a defined or limited set of financial institutions (e.g. cooperatives, or financial institutions in a specific region)


Generalcomments: Does the GOVERNMENT regularly collect data from ALL KNOWN PROVIDERS OF FINANCIAL EDUCATION on the reach of their programs?

IndicatorName: Does the government regularly collect data from all known providers of financial education on the reach of their programs?

Shortdefinition:
Does the government regularly collect data directly from providers of financial education programs on the reach (e.g. number of beneficiaries) of their programs?
- Yes, from all known providers of financial education


Generalcomments: Does the GOVERNMENT regularly collect data from A LIMITED SET OF PROVIDERS OF FINANCIAL EDUCATION on the reach of their programs?

IndicatorName: Does the government regularly collect data from a limited set of providers of financial education on the reach of their programs?

Shortdefinition:
Does the government regularly collect data directly from providers of financial education programs on the reach (e.g. number of beneficiaries) of their programs?
- Yes, from a defined or limited set of providers of financial education


Generalcomments: Do laws and regulations ALLOW CONSUMERS A COOLING-OFF PERIOD during which they can WITHDRAW FROM A PRODUCT OR SERVICE WITHOUT  A PENALTY?

IndicatorName: Do laws and regulations allow consumers a cooling-off period during which they can withdraw from a product or service without a penalty?

Shortdefinition:
Are there any of the following provisions in existing laws and/or regulations that prohibit or restrict terms and practices which limit customer mobility between financial institutions
- Provisions which allow consumers a cooling-off period for certain products during which they can withdraw from the product or service without incurring penalties;

Topic: Financial Consumer Protection : Business Conduct


Generalcomments: Do laws and regulations require ASSESSMENT OF BORROWER'S ABILITY TO REPAY, WITHOUT SPECIFIC BORROWING LIMITS?

IndicatorName: Do laws and regulations require assessment of borrower's ability to repay, without specific borrowing limits?

Shortdefinition:
Are there any provisions in the existing laws and regulations that restrict excessive borrowing by individuals (to ensure affordability/avoid over-indebtedness by individual borrowers)
- Yes, regulations require lending institutions to assess borrower ability to repay the loan, but no specific limits are set

Topic: Financial Consumer Protection : Responsible Lending


Generalcomments: Do laws and regulations set EXPLICIT LIMITS ON EXCESSIVE BORROWING?

IndicatorName: Do laws and regulations set explicit limits on excessive borrowing?

Shortdefinition:
Are there any provisions in the existing laws and regulations that restrict excessive borrowing by individuals (to ensure affordability/avoid over-indebtedness by individual borrowers)
- Yes, there are explicit limits set by regulations (i.e. debt to income ratio)


Generalcomments: Do laws and regulations contain NO PROVISIONS TO RESTRICT EXCESSIVE BORROWING?

IndicatorName: Do laws and regulations contain no provisions to restrict excessive borrowing?

Shortdefinition:
Are there any provisions in the existing laws and regulations that restrict excessive borrowing by individuals (to ensure affordability/avoid over-indebtedness by individual borrowers)
- No provisions


Generalcomments: Do laws and regulations SET OTHER RESTRICTIONS ON EXCESSIVE BORROWING?

IndicatorName: Do laws and regulations set other restrictions on excessive borrowing?

Shortdefinition:
Are there any provisions in the existing laws and regulations that restrict excessive borrowing by individuals (to ensure affordability/avoid over-indebtedness by individual borrowers)
- Yes, other (please describe briefly)


Generalcomments: Are financial institutions required to have a MINIMUM LEVEL OF PROFESSIONAL COMPETENCE/TRAINING for AGENTS AND INTERMEDIARIES?

IndicatorName: Are financial institutions required to have a minimum level of professional competence/training for agents and intermediaries?

Shortdefinition:
Please specify to which categories the law or regulation to have certain minimum level of professional competence/training applies:
 - Agents and intermediaries


Generalcomments: Are financial institutions required to have a MINIMUM LEVEL OF PROFESSIONAL COMPETENCE/TRAINING for ALL RELEVANT PERSONNEL dealing with consumers?

IndicatorName: Are financial institutions required to have a minimum level of professional competence/training for all relevant personnel dealing with consumers?

Shortdefinition: Are financial institutions required by law or regulation to have certain minimum level of professional competence/training for relevant personnel dealing with consumers?


Generalcomments: Are financial institutions required to have a MINIMUM LEVEL OF PROFESSIONAL COMPETENCE/TRAINING for COMPLAINTS OFFICERS?

IndicatorName: Are financial institutions required to have a minimum level of professional competence/training for complaints officers?

Shortdefinition:
Please specify to which categories the law or regulation to have certain minimum level of professional competence/training applies:
 - Complaints officers


Generalcomments: Are financial institutions required to have a MINIMUM LEVEL OF PROFESSIONAL COMPETENCE/TRAINING for CREDIT OFFICERS?

IndicatorName: Are financial institutions required to have a minimum level of professional competence/training for credit officers?

Shortdefinition:
Please specify to which categories the law or regulation to have certain minimum level of professional competence/training applies:
 - Credit officers


Generalcomments: Are financial institutions required to have a MINIMUM LEVEL OF PROFESSIONAL COMPETENCE/TRAINING for CUSTOMER SERVICE REPRESENTATIVES?

IndicatorName: Are financial institutions required to have a minimum level of professional competence/training for customer service representatives?

Shortdefinition:
Please specify to which categories the law or regulation to have certain minimum level of professional competence/training applies:
 - Customer service representatives


Generalcomments: Are financial institutions required to have a MINIMUM LEVEL OF PROFESSIONAL COMPETENCE/TRAINING for MARKETING STAFF?

IndicatorName: Are financial institutions required to have a minimum level of professional competence/training for marketing staff?

Shortdefinition:
Please specify to which categories the law or regulation to have certain minimum level of professional competence/training applies:
 - Marketing staff


Generalcomments: Are financial institutions required to have a MINIMUM LEVEL OF PROFESSIONAL COMPETENCE/TRAINING for RECOVERY OFFICERS?

IndicatorName: Are financial institutions required to have a minimum level of professional competence/training for recovery officers?

Shortdefinition:
Please specify to which categories the law or regulation to have certain minimum level of professional competence/training applies:
 - Recovery officers


Generalcomments: Do laws or regulations REQUIRE MINIMUM STANDARDS FOR DEBT COLLECTION PRACTICES?

IndicatorName: Do laws or regulations require minimum standards for debt collection practices?

Shortdefinition: Are there any provisions in the existing laws or regulations that require minimum standards for debt collection practices?


Generalcomments: Do laws and regulations PROHIBIT OR RESTRICT BUNDLING AND TYING SERVICES AND PRODUCTS in a manner that unduly restricts the choice of consumers?

IndicatorName: Do laws and regulations prohibit or restrict bundling and tying services and products in a manner that unduly restricts the choice of consumers?

Shortdefinition:
Are there any provisions in the existing laws and regulations that prohibit or restrict financial institutions from carrying out any of the following practices:
 - Bundling and tying services and products in a manner that unduly restricts the choice of consumers.


Generalcomments: Do laws and regulations PROHIBIT OR RESTRICT DISCRIMINATING CONSUMERS BASED ON GENDER, ETHNICITY, FAITH, POLITICAL AFFILIATION, OR APPEARANCE?

IndicatorName: Do laws and regulations prohibit or restrict discriminating consumers based on gender, ethnicity, faith, political affiliation, or appearance?

Shortdefinition:
Are there any provisions in the existing laws and regulations that prohibit or restrict financial institutions from carrying out any of the following practices:
 - Discriminating certain segments, such as women, indigenous populations, or based on faith, political affiliation, the manner a consumer dresses;


Generalcomments: Do laws and regulations LIMIT FEES AND CHARGES FOR ACCOUNT CLOSURE  that impede customer mobility between financial institutions?

IndicatorName: Do laws and regulations limit fees and charges for account closure that impede customer mobility between financial institutions?

Shortdefinition:
Are there any of the following provisions in existing laws and/or regulations that prohibit or restrict terms and practices which limit customer mobility between financial institutions
- Provisions that limit fees and charges for account closure;


Generalcomments: Do laws and regulations LIMIT EARLY REPAYMENT PENALTIES that impede customer mobility between financial institutions?

IndicatorName: Do laws and regulations limit early repayment penalties that impede customer mobility between financial institutions?

Shortdefinition:
Are there any of the following provisions in existing laws and/or regulations that prohibit or restrict terms and practices which limit customer mobility between financial institutions
- Provisions that limit early repayment penalties.


Generalcomments: Do laws and regulations PROHIBIT EXTRA BURDENING PROCEDURES FOR ACCOUNT CLOSURE that limit customer mobility between financial institutions?

IndicatorName: Do laws and regulations prohibit extra burdening procedures for account closure that limit customer mobility between financial institutions?

Shortdefinition:
Are there any of the following provisions in existing laws and/or regulations that prohibit or restrict terms and practices which limit customer mobility between financial institutions
- Provisions that prohibit extra burdening procedures for account closure;


Generalcomments: Do laws and regulations PROHIBIT OR RESTRICT the use in consumer agreements of ANY TERM OR CONDITION THAT EXCLUDES OR RESTRICTS THE RIGHT OF THE CONSUMER?

IndicatorName: Do laws and regulations prohibit or restrict the use in consumer agreements of any term or condition that excludes or restricts the right of the consumer?

Shortdefinition:
Are there any provisions in the existing laws and regulations that prohibit or restrict financial institutions from carrying out any of the following practices:
 - Using in a consumer agreement, any term or condition that excludes or restricts the right of the consumer;


Generalcomments: Do laws and regulations PROHIBIT OR RESTRICT the use in consumer agreements of ANY TERM OR CONDITION THAT EXCLUDES OR RESTRICTS THE LIABILITY OF THE FINANCIAL SERVICE PROVIDER?

IndicatorName: Do laws and regulations prohibit or restrict the use in consumer agreements of any term or condition that excludes or restricts the liability of the financial service provider?

Shortdefinition:
Are there any provisions in the existing laws and regulations that prohibit or restrict financial institutions from carrying out any of the following practices:
 - Using in a consumer agreement, any term or condition that excludes or restricts the liability of the financial service provider;


Generalcomments: Do laws and regulations PROHIBIT OR RESTRICT the use in consumer agreements of ANY TERM OR CONDITION THAT IS UNFAIR, EXCESSIVELY UNBALANCED OR ABUSIVE?

IndicatorName: Do laws and regulations prohibit or restrict the use in consumer agreements of any term or condition that is unfair, excessively unbalanced or abusive?

Shortdefinition:
Are there any provisions in the existing laws and regulations that prohibit or restrict financial institutions from carrying out any of the following practices:
 - Using, in a consumer agreement, any term or condition that is unfair, excessively unbalanced or abusive;


Generalcomments: Does the alternative dispute resolution (ADR) entity ANALYZE THE COMPLAINTS DATA TO IDENTIFY TRENDS?

IndicatorName: Does the alternative dispute resolution (ADR) entity analyze the complaints data to identify trends?

Shortdefinition:
Does the ADR entity conduct any of the following activities?
- Analyze the complaints/complaints data to identify trends

Topic: Financial Consumer Protection : Alternative Dispute Resolution


Generalcomments: Does the ALTERNATIVE DISPUTE RESOLUTION (ADR) ENTITY also cover NON-FINANCIAL SERVICES?

IndicatorName: Does the alternative dispute resolution (ADR) entity also cover non-financial services?

Shortdefinition:
What is the sectoral mandate of the alternative dispute resolution (ADR) entity?
- Financial and non-financial services


Generalcomments: Is there an OUT-OF-COURT ALTERNATIVE DISPUTE RESOLUTION (ADR) SCHEME that provides BOTH BINDING DECISIONS AND MEDIATION SERVICES?

IndicatorName: Is there an out-of-court alternative dispute resolution (ADR) scheme that provides both binding decisions and mediation services?

Shortdefinition:
Is there any out-of-court alternative dispute resolution (ADR) entity in place that allows a customer of a financial institution to seek affordable and efficient recourse with a third party in the event that the customer's complaint is not resolved to the customer's satisfaction under internal procedures of the relevant financial institution?
 - Yes, a scheme that provides mediation services


Generalcomments: Is there an OUT-OF-COURT ALTERNATIVE DISPUTE RESOLUTION (ADR) SCHEME that provides BINDING DECISIONS ONLY?

IndicatorName: Is there an out-of-court alternative dispute resolution (ADR) scheme that provides binding decisions only?

Shortdefinition: Is there any out-of-court alternative dispute resolution (ADR) entity in place that allows a customer of a financial institution to seek affordable and efficient recourse with a third party in the event that the customer's complaint is not resolved to the customer's satisfaction under internal procedures of the relevant financial institution?


Generalcomments: Does the alternative dispute resolution (ADR) entity require that CONSUMERS FIRST SUBMIT THEIR COMPLAINTS TO THE RELEVANT FINANCIAL INSTITUTION?

IndicatorName: Does the alternative dispute resolution (ADR) entity require that consumers first submit their complaints to the relevant financial institution?

Shortdefinition: Does the ADR entity require that consumers first submit their complaints to the relevant financial institution?


Generalcomments: Does the alternative dispute resolution (ADR) entity COMMUNICATE COMPLAINT TRENDS TO THE REGULATOR?

IndicatorName: Does the alternative dispute resolution (ADR) entity communicate complaint trends to the regulator?

Shortdefinition:
Does the ADR entity conduct any of the following activities?
- Communicate these trends to the regulator


Generalcomments: Does the alternative dispute resolution (ADR) entity MAINTAIN A DATABASE OF REGISTERED/RECORDED COMPLAINTS?

IndicatorName: Does the alternative dispute resolution (ADR) entity maintain a database of registered/recorded complaints?

Shortdefinition:
Does the ADR entity conduct any of the following activities?
- Maintain a database of registered/recorded complaints


Generalcomments: Is the ALTERNATIVE DISPUTE RESOLUTION (ADR) ENTITY funded from the BUDGET OF A SPECIFIC GOVERNMENT AGENCY?

IndicatorName: Is the alternative dispute resolution (ADR) entity funded from the budget of a specific government agency?

Shortdefinition:
Regarding the ADR entity specified in above, how is it funded?
- From an annual budget allocated by a government authority (i.e. Ministry, Central Bank, Financial Regulator, Consumer Protection Agency, etc.)


Generalcomments: Is the ALTERNATIVE DISPUTE RESOLUTION (ADR) ENTITY funded BY A COMBINATION OF GOVERNMENT AND OTHER SOURCES?

IndicatorName: Is the alternative dispute resolution (ADR) entity funded by a combination of government and other sources?

Shortdefinition:
Regarding the ADR entity specified in above, how is it funded?
- By a combination of government and other sources


Generalcomments: Is the ALTERNATIVE DISPUTE RESOLUTION (ADR) ENTITY funded from a BUDGET ALLOCATED BY THE CENTRAL GOVERNMENT?

IndicatorName: Is the alternative dispute resolution (ADR) entity funded from a budget allocated by the central government?

Shortdefinition:
Regarding the ADR entity specified above, how is it funded?
- From a budget allocated by the central government


Generalcomments: Is the ALTERNATIVE DISPUTE RESOLUTION (ADR) ENTITY funded BY A FINANCIAL INDUSTRY ASSOCIATION?

IndicatorName: Is the alternative dispute resolution (ADR) entity funded by a financial industry association?

Shortdefinition:
Regarding the ADR entity specified in above, how is it funded?
- By a financial industry association


Generalcomments: Is the ALTERNATIVE DISPUTE RESOLUTION (ADR) ENTITY funded BY DIRECT CONTRIBUTIONS OF ITS MEMBERS?

IndicatorName: Is the alternative dispute resolution (ADR) entity funded by direct contributions of its members?

Shortdefinition:
Regarding the ADR entity specified in above, how is it funded?
- By direct contribution of members to the ADR entity


Generalcomments: Does the ALTERNATIVE DISPUTE RESOLUTION (ADR) ENTITY focus ONLY ON FINANCIAL SERVICES?

IndicatorName: Does the alternative dispute resolution (ADR) entity focus only on financial services?

Shortdefinition:
What is the sectoral mandate of the alternative dispute resolution (ADR) entity?
- Financial services only


Generalcomments: Are AGENTS among the top-three ISSUES complained about to the alternative dispute resolution (ADR) entity?

IndicatorName: Are agents among the top-three issues complained about to the alternative dispute resolution (ADR) entity?

Shortdefinition:
What are the most frequent reasons for complaints received by the ADR entity related to financial consumer protection (not including "not being approved for a loan")?
- Agents

Topic: Financial Consumer Protection : Frequent Complaints


Generalcomments: Are ATM TRANSACTIONS among the top-three ISSUES complained about to the alternative dispute resolution (ADR) entity?

IndicatorName: Are ATM transactions among the top-three issues complained about to the alternative dispute resolution (ADR) entity?

Shortdefinition:
What are the most frequent reasons for complaints received by the ADR entity related to financial consumer protection (not including "not being approved for a loan")?
- ATM transactions (withdrawal, deposit


Generalcomments: Is BUNDLING OR TYING OF PRODUCTS among the top-three ISSUES complained about to the alternative dispute resolution (ADR) entity?

IndicatorName: Is bundling or tying of products among the top-three issues complained about to the alternative dispute resolution (ADR) entity?

Shortdefinition:
What are the most frequent reasons for complaints received by the ADR entity related to financial consumer protection (not including "not being approved for a loan")?
- Bundling and tying of products


Generalcomments: Are CURRENT ACCOUNTS among the top-three PRODUCTS complained about to the alternative dispute resolution (ADR) entity?

IndicatorName: Are current accounts among the top-three products complained about to the alternative dispute resolution (ADR) entity?

Shortdefinition:
What are the most frequent reasons for complaints received by the ADR entity related to financial consumer protection (not including "not being approved for a loan")?
- Current account


Generalcomments: Are CREDIT CARDS among the top-three PRODUCTS complained about to the alternative dispute resolution (ADR) entity?

IndicatorName: Are credit cards among the top-three products complained about to the alternative dispute resolution (ADR) entity?

Shortdefinition:
What are the most frequent reasons for complaints received by the ADR entity related to financial consumer protection (not including "not being approved for a loan")?
- Credit card


Generalcomments: Are CONSUMER LOANS among the top-three PRODUCTS complained about to the alternative dispute resolution (ADR) entity?

IndicatorName: Are consumer loans among the top-three products complained about to the alternative dispute resolution (ADR) entity?

Shortdefinition:
What are the most frequent reasons for complaints received by the ADR entity related to financial consumer protection (not including "not being approved for a loan")?
- Consumer loan


Generalcomments: Are DEPOSIT ACCOUNTS among the top-three PRODUCTS complained about to the alternative dispute resolution (ADR) entity?

IndicatorName: Are deposit accounts among the top-three products complained about to the alternative dispute resolution (ADR) entity?

Shortdefinition:
What are the most frequent reasons for complaints received by the ADR entity related to financial consumer protection (not including "not being approved for a loan")?
- Deposit account


Generalcomments: Are DEBIT CARDS among the top-three PRODUCTS complained about to the alternative dispute resolution (ADR) entity?

IndicatorName: Are debit cards among the top-three products complained about to the alternative dispute resolution (ADR) entity?

Shortdefinition:
What are the most frequent reasons for complaints received by the ADR entity related to financial consumer protection (not including "not being approved for a loan")?
- Debit card


Generalcomments: Are EXCESSIVE INTEREST OR FEES among the top-three ISSUES complained about to the alternative dispute resolution (ADR) entity?

IndicatorName: Are excessive interest or fees among the top-three issues complained about to the alternative dispute resolution (ADR) entity?

Shortdefinition:
What are the most frequent reasons for complaints received by the ADR entity related to financial consumer protection (not including "not being approved for a loan")?
- Excessive interest or fees (any product type)


Generalcomments: Are E-MONEY PRODUCTS among the top-three PRODUCTS complained about to the alternative dispute resolution (ADR) entity?

IndicatorName: Are e-money products among the top-three products complained about to the alternative dispute resolution (ADR) entity?

Shortdefinition:
What are the most frequent reasons for complaints received by the ADR entity related to financial consumer protection (not including "not being approved for a loan")?
- E-money product


Generalcomments: Is FRAUD among the top-three ISSUES complained about to the alternative dispute resolution (ADR) entity?

IndicatorName: Is fraud among the top-three issues complained about to the alternative dispute resolution (ADR) entity?

Shortdefinition:
What are the most frequent reasons for complaints received by the ADR entity related to financial consumer protection (not including "not being approved for a loan")?
- Fraud


Generalcomments: Are MORTGAGE OR HOUSING LOANS among the top-three PRODUCTS complained about to the alternative dispute resolution (ADR) entity?

IndicatorName: Are mortgage or housing loans among the top-three products complained about to the alternative dispute resolution (ADR) entity?

Shortdefinition:
What are the most frequent reasons for complaints received by the ADR entity related to financial consumer protection (not including "not being approved for a loan")?
- Mortgage/housing loan


Generalcomments: Is LIFE INSURANCE among the top-three PRODUCTS complained about to the alternative dispute resolution (ADR) entity?

IndicatorName: Is life insurance among the top-three products complained about to the alternative dispute resolution (ADR) entity?

Shortdefinition:
What are the most frequent reasons for complaints received by the ADR entity related to financial consumer protection (not including "not being approved for a loan")?
- Life insurance


Generalcomments: Are MICRO LOANS among the top-three PRODUCTS complained about to the alternative dispute resolution (ADR) entity?

IndicatorName: Are micro loans among the top-three products complained about to the alternative dispute resolution (ADR) entity?

Shortdefinition:
What are the most frequent reasons for complaints received by the ADR entity related to financial consumer protection (not including "not being approved for a loan")?
- Micro loan


Generalcomments: Is NON-LIFE INSURANCE among the top-three PRODUCTS complained about to the alternative dispute resolution (ADR) entity?

IndicatorName: Is non-life insurance among the top-three products complained about to the alternative dispute resolution (ADR) entity?

Shortdefinition:
What are the most frequent reasons for complaints received by the ADR entity related to financial consumer protection (not including "not being approved for a loan")?
- Non-life insurance products


Generalcomments: Are OTHER ISSUES among the top-three ISSUES complained about to the alternative dispute resolution (ADR) entity?

IndicatorName: Are other issues among the top-three issues complained about to the alternative dispute resolution (ADR) entity?

Shortdefinition:
What are the most frequent reasons for complaints received by the ADR entity related to financial consumer protection (not including "not being approved for a loan")?
- Other


Generalcomments: Is PRODUCT SWITCHING OR CLOSURE among the top-three ISSUES complained about to the alternative dispute resolution (ADR) entity?

IndicatorName: Is product switching or closure among the top-three issues complained about to the alternative dispute resolution (ADR) entity?

Shortdefinition:
What are the most frequent reasons for complaints received by the ADR entity related to financial consumer protection (not including "not being approved for a loan")?
- Undue burden to switch providers or terminate product


Generalcomments: Are UNCLEAR INTEREST OR FEES among the top three ISSUES complained about to the alternative dispute resolution (ADR) entity?

IndicatorName: Are unclear interest or fees among the top three issues complained about to the alternative dispute resolution (ADR) entity?

Shortdefinition:
What are the most frequent reasons for complaints received by the ADR entity related to financial consumer protection (not including "not being approved for a loan")?
- Unclear interest or fees (any product type)


Generalcomments: Are UNPAID INSURANCE CLAIMS among the top-three ISSUES complained about to the alternative dispute resolution (ADR) entity?

IndicatorName: Are unpaid insurance claims among the top-three issues complained about to the alternative dispute resolution (ADR) entity?

Shortdefinition:
What are the most frequent reasons for complaints received by the ADR entity related to financial consumer protection (not including "not being approved for a loan")?
- Insurance claim not paid


Generalcomments: Are MISTAKEN OR UNAUTHORIZED TRANSACTIONS among the top-three ISSUES complained about to the alternative dispute resolution (ADR) entity?

IndicatorName: Are mistaken or unauthorized transactions among the top-three issues complained about to the alternative dispute resolution (ADR) entity?

Shortdefinition:
What are the most frequent reasons for complaints received by the ADR entity related to financial consumer protection (not including "not being approved for a loan")?
- Mistaken/unauthorized transactions


Generalcomments: Is the ALTERNATIVE DISPUTE RESOLUTION (ADR)  ENTITY INDEPENDENT FROM THE FINANCIAL SECTOR REGULATOR?

IndicatorName: Is the alternative dispute resolution (ADR) entity independent from the financial sector regulator?

Shortdefinition:
What is the institutional model for the alternative dispute resolution (ADR) entity?
- Is independent from the financial sector regulator.


Generalcomments: Is the ALTERNATIVE DISPUTE RESOLUTION (ADR) ENTITY a MANDATORY, INDUSTRY-BASED ENTITY?

IndicatorName: Is the alternative dispute resolution (ADR) entity a mandatory, industry-based entity?

Shortdefinition:
What is the type of the alternative dispute resolution (ADR) entity in this country?
- Mandatory, industry-based entity


Generalcomments: Is there an OUT-OF-COURT ALTERNATIVE DISPUTE RESOLUTION (ADR) SCHEME that provides MEDIATION SERVICES ONLY?

IndicatorName: Is there an out-of-court alternative dispute resolution (ADR) scheme that provides mediation services only?

Shortdefinition: Is there any out-of-court alternative dispute resolution (ADR) entity in place that allows a customer of a financial institution to seek affordable and efficient recourse with a third party in the event that the customer's complaint is not resolved to the customer's satisfaction under internal procedures of the relevant financial institution?


Generalcomments: Does the alternative dispute resolution (ADR) entity REGULARLY PUBLISH COMPLAINT STATISTICS?

IndicatorName: Does the alternative dispute resolution (ADR) entity regularly publish complaint statistics?

Shortdefinition:
Does the ADR entity conduct any of the following activities?
- Regularly publish complaints statistics


Generalcomments: Does the alternative dispute resolution (ADR) entity REPORT COMPLAINT STATISTICS TO THE REGULATOR?

IndicatorName: Does the alternative dispute resolution (ADR) entity report complaint statistics to the regulator?

Shortdefinition:
Does the ADR entity conduct any of the following activities?
- Report complaints statistics to the regulator


Generalcomments: Is there an OUT-OF-COURT ALTERNATIVE DISPUTE RESOLUTION (ADR) ENTITY that provides consumers of financial services AFFORDABLE AND EFFICIENT RECOURSE WITH A THIRD PARTY?

IndicatorName: Is there an out-of-court alternative dispute resolution (ADR) entity that provides consumers of financial services affordable and efficient recourse with a third party?

Shortdefinition:
Is there any out-of-court alternative dispute resolution (ADR) entity in place that allows a customer of a financial institution to seek affordable and efficient recourse with a third party in the event that the customer's complaint is not resolved to the customer's satisfaction under internal procedures of the relevant financial institution?
 - Yes, a scheme that provides binding decisions (e.g. ombudsman, adjudication)


Generalcomments: Is the ALTERNATIVE DISPUTE RESOLUTION (ADR) ENTITY a STATUTORY ENTITY?

IndicatorName: Is the alternative dispute resolution (ADR) entity a statutory entity?

Shortdefinition:
What is the type of the alternative dispute resolution (ADR) entity in this country?
- Statutory entity


Generalcomments: Is the ALTERNATIVE DISPUTE RESOLUTION (ADR) ENTITY a VOLUNTARY, INDUSTRY-BASED ENTITY?

IndicatorName: Is the alternative dispute resolution (ADR) entity a voluntary, industry-based entity?

Shortdefinition:
What is the type of the alternative dispute resolution (ADR) entity in this country?
- Voluntary, industry-based entity


Generalcomments: Is the ALTERNATIVE DISPUTE RESOLUTION (ADR)  ENTITY established WITHIN THE FINANCIAL SECTOR REGULATOR?

IndicatorName: Is the alternative dispute resolution (ADR) entity established within the financial sector regulator?

Shortdefinition:
What is the institutional model for the alternative dispute resolution (ADR) entity?
- Within the financial sector regulator


Generalcomments: Do laws or regulations SET STANDARDS FOR ACCESSIBILITY IN RESOLVING CUSTOMER COMPLAINTS?

IndicatorName: Do laws or regulations set standards for accessibility in resolving customer complaints?

Shortdefinition:
Does any law or regulation set standards in any of the following areas for complaints resolution and handling by financial institutions?
- Accessibility (i.e. consumer can file a complaint via multiple channels, including local branch, by phone, e-mail, etc.)

Topic: Financial Consumer Protection : Internal Dispute Resolution


Generalcomments: Do laws or regulations REQUIRE FINANCIAL INSTITUTIONS TO HAVE A DESIGNATED OFFICE OR UNIT FOR RESOLVING CUSTOMER COMPLAINTS ?

IndicatorName: Do laws or regulations require financial institutions to have a designated office or unit for resolving customer complaints?

Shortdefinition:
Does any law or regulation set standards in any of the following areas for complaints resolution and handling by financial institutions?
 - Requirement for financial institutions to have a designated, independent offer or unit in charge of handling customer complaints


Generalcomments: Do laws or regulations SET STANDARDS FOR PROVIDING CONSUMERS THE DETAILS OF A RELEVANT EXTERNAL DISPUTE RESOLUTION MECHANISM (IF ANY)?

IndicatorName: Do laws or regulations set standards for providing consumers the details of a relevant external dispute resolution mechanism (if any)?

Shortdefinition:
Does any law or regulation set standards in any of the following areas for complaints resolution and handling by financial institutions?
 - Providing consumers the details of a relevant external dispute resolution mechanism (if any)


Generalcomments: Do laws or regulations REQUIRE IMPLEMENTING PROCEDURES AND PROCESSES TO RESOLVE CUSTOMER COMPLAINTS ?

IndicatorName: Do laws or regulations require implementing procedures and processes to resolve customer complaints?

Shortdefinition:
Does any law or regulation set standards in any of the following areas for complaints resolution and handling by financial institutions?
 - Requirements for financial institutions to implement procedures and processes for resolving customer complaints


Generalcomments: Do laws or regulations SET STANDARDS FOR REPORTING COMPLAINTS DATA TO A GOVERNMENT AGENCY?

IndicatorName: Do laws or regulations set standards for reporting complaints data to a government agency?

Shortdefinition:
Does any law or regulation set standards in any of the following areas for complaints resolution and handling by financial institutions?
 - Reporting complaints data to a government agency


Generalcomments: Do laws or regulations SET STANDARDS FOR RECORD-KEEPING OF CUSTOMER COMPLAINTS?

IndicatorName: Do laws or regulations set standards for record-keeping of customer complaints?

Shortdefinition:
Does any law or regulation set standards in any of the following areas for complaints resolution and handling by financial institutions?
 - Record-keeping of complaints


Generalcomments: Do laws or regulations SET STANDARDS FOR COMPLAINTS RESOLUTION AND HANDLING by financial institutions?

IndicatorName: Do laws or regulations set standards for complaints resolution and handling by financial institutions?

Shortdefinition: Does any law or regulation set standards for complaints resolution and handling by financial institutions?


Generalcomments: Do laws or regulations SET STANDARDS FOR TIMELINESS OF RESPONSE TO CUSTOMER COMPLAINTS by financial institutions?

IndicatorName: Do laws or regulations set standards for timeliness of response to customer complaints by financial institutions?

Shortdefinition:
Does any law or regulation set standards in any of the following areas for complaints resolution and handling by financial institutions?
 - Timeliness of response by financial institution


Generalcomments: Do disclosure requirements for COMMERCIAL BANKS include ANY FORM REQUIREMENTS?

IndicatorName: Do disclosure requirements for commercial banks include any form requirements?

Shortdefinition:
By law or regulation, at the shopping and/or pre-contractual stage, do the disclosure requirements cover:
- Commercial Banks: Any form requirements - e.g. durable media, oral communication

Topic: Financial Consumer Protection : Disclosure requirements


Generalcomments: Do disclosure requirements for COMMERCIAL BANKS include a LOCAL LANGUAGE REQUIREMENT?

IndicatorName: Do disclosure requirements for commercial banks include a local language requirement?

Shortdefinition:
By law or regulation, at the shopping and/or pre-contractual stage, do the disclosure requirements cover:
- Commercial Banks: Local language requirement


Generalcomments: Do disclosure requirements for COMMERCIAL BANKS include a PLAIN LANGUAGE REQUIREMENT?

IndicatorName: Do disclosure requirements for commercial banks include a plain language requirement?

Shortdefinition:
By law or regulation, at the shopping and/or pre-contractual stage, do the disclosure requirements cover:
- Commercial Banks: Plain language requirement (clear and simple language that can be readily understood by any customer)


Generalcomments: Do disclosure requirements for COMMERCIAL BANKS include INFORMATION ON RECOURSE RIGHTS AND PROCESSES?

IndicatorName: Do disclosure requirements for commercial banks include information on recourse rights and processes?

Shortdefinition:
By law or regulation, at the shopping and/or pre-contractual stage, do the disclosure requirements cover:
- Commercial Banks: Recourse rights and processes


Generalcomments: Are COMMERCIAL BANKS required to provide customers with specific types of product information AT THE ADVERTISEMENT STAGE?

IndicatorName: Are commercial banks required to provide customers with specific types of product information at the advertisement stage?

Shortdefinition:
Are there any requirements (law or regulation) for financial institutions to provide customers, in paper or electronic form, specific types of information (e.g. interest rate, fees and penalties, etc.) of the relevant financial product?
- Commercial Banks: At the advertisement stage


Generalcomments: Are COMMERCIAL BANKS required to provide customers with specific types of product information AT THE CONTRACTUAL STAGE?

IndicatorName: Are commercial banks required to provide customers with specific types of product information at the contractual stage?

Shortdefinition:
Are there any requirements (law or regulation) for financial institutions to provide customers, in paper or electronic form, specific types of information (e.g. interest rate, fees and penalties, etc.) of the relevant financial product?
- Commercial Banks: At the contractual stage


Generalcomments: Are COMMERCIAL BANKS required to provide customers with specific types of product information AT THE PRECONTRACTUAL STAGE?

IndicatorName: Are commercial banks required to provide customers with specific types of product information at the precontractual stage?

Shortdefinition:
Are there any requirements (law or regulation) for financial institutions to provide customers, in paper or electronic form, specific types of information (e.g. interest rate, fees and penalties, etc.) of the relevant financial product?
- Commercial Banks: At the precontractual stage


Generalcomments: Are COMMERCIAL BANKS required to provide customers with specific types of product information AT THE SHOPPING STAGE?

IndicatorName: Are commercial banks required to provide customers with specific types of product information at the shopping stage?

Shortdefinition:
Are there any requirements (law or regulation) for financial institutions to provide customers, in paper or electronic form, specific types of information (e.g. interest rate, fees and penalties, etc.) of the relevant financial product?
- Commercial Banks: At the shopping stage


Generalcomments: Are COMMERCIAL BANKS required to provide customers with specific types of product information UPON REQUEST?

IndicatorName: Are commercial banks required to provide customers with specific types of product information upon request?

Shortdefinition:
Are there any requirements (law or regulation) for financial institutions to provide customers, in paper or electronic form, specific types of information (e.g. interest rate, fees and penalties, etc.) of the relevant financial product?
- Commercial Banks: Upon Request


Generalcomments: Are COMMERCIAL BANKS required to disclose ACCOUNT CLOSURE FEES at the shopping and/or pre-contractual stage?

IndicatorName: Are commercial banks required to disclose account closure fees at the shopping and/or pre-contractual stage?

Shortdefinition:
By law or regulation, at the shopping and/or pre-contractual stage, do the disclosure requirements cover:
- Commercial Banks: Account closure fees


Generalcomments: Are COMMERCIAL BANKS required to disclose COMPUTATION METHOD at the shopping and/or pre-contractual stage?

IndicatorName: Are commercial banks required to disclose computation method at the shopping and/or pre-contractual stage?

Shortdefinition:
By law or regulation, at the shopping and/or pre-contractual stage, do the disclosure requirements cover:
- Commercial Banks: Computation method (average balance, interest)


Generalcomments: Are COMMERCIAL BANKS required to disclose DEPOSIT INSURANCE COVERAGE AVAILABILITY at the shopping and/or pre-contractual stage?

IndicatorName: Are commercial banks required to disclose deposit insurance coverage availability at the shopping and/or pre-contractual stage?

Shortdefinition:
By law or regulation, at the shopping and/or pre-contractual stage, do the disclosure requirements cover:
- Commercial Banks: Deposit insurance coverage availability


Generalcomments: Are COMMERCIAL BANKS required to disclose EFFECTIVE INTEREST RATE at the shopping and/or pre-contractual stage?

IndicatorName: Are commercial banks required to disclose effective interest rate at the shopping and/or pre-contractual stage?

Shortdefinition:
By law or regulation, at the shopping and/or pre-contractual stage, do the disclosure requirements cover:
- Commercial Banks: Effective interest rate calculated using a standard formula


Generalcomments: Are COMMERCIAL BANKS required to disclose FEES AND PENALTIES at the shopping and/or pre-contractual stage?

IndicatorName: Are commercial banks required to disclose fees and penalties at the shopping and/or pre-contractual stage?

Shortdefinition:
By law or regulation, at the shopping and/or pre-contractual stage, do the disclosure requirements cover:
- Commercial Banks: Fees and penalties


Generalcomments: Are COMMERCIAL BANKS required to disclose MINIMUM BALANCE REQUIREMENTS at the shopping and/or pre-contractual stage?

IndicatorName: Are commercial banks required to disclose minimum balance requirements at the shopping and/or pre-contractual stage?

Shortdefinition:
By law or regulation, at the shopping and/or pre-contractual stage, do the disclosure requirements cover:
- Commercial Banks: Minimum balance requirements


Generalcomments: Are COMMERCIAL BANKS required to disclose ACCOUNT MAINTENANCE FEE at the shopping and/or pre-contractual stage?

IndicatorName: Are commercial banks required to disclose account maintenance fee at the shopping and/or pre-contractual stage?

Shortdefinition:
By law or regulation, at the shopping and/or pre-contractual stage, do the disclosure requirements cover:
- Commercial Banks: Account maintenance fee


Generalcomments: Are COMMERCIAL BANKS required to disclose ACCOUNT OPENING FEE at the shopping and/or pre-contractual stage?

IndicatorName: Are commercial banks required to disclose account opening fee at the shopping and/or pre-contractual stage?

Shortdefinition:
By law or regulation, at the shopping and/or pre-contractual stage, do the disclosure requirements cover:
- Commercial Banks: Account opening fee


Generalcomments: Are COMMERCIAL BANKS required to disclose REQUIRED INSURANCE at the shopping and/or pre-contractual stage?

IndicatorName: Are commercial banks required to disclose required insurance at the shopping and/or pre-contractual stage?

Shortdefinition:
By law or regulation, at the shopping and/or pre-contractual stage, do the disclosure requirements cover:
- Commercial Banks: Required insurance


Generalcomments: Are COMMERCIAL BANKS required to disclose SPECIFIC WARNINGS at the shopping and/or pre-contractual stage?

IndicatorName: Are commercial banks required to disclose specific warnings at the shopping and/or pre-contractual stage?

Shortdefinition:
By law or regulation, at the shopping and/or pre-contractual stage, do the disclosure requirements cover:
- Commercial Banks: Specific warnings (e.g. related to overindebtedness or late repayment)


Generalcomments: Are COMMERCIAL BANKS required to provide customers with specific types of product information IN A STANDARDIZED FORMAT AT ANY STAGE?

IndicatorName: Are commercial banks required to provide customers with specific types of product information in a standardized format at any stage?

Shortdefinition:
With regard to the disclosure requirements referenced above, are there any requirements (law or regulation) for financial institutions to use a document with a standardized format in paper or electronic form (e.g. key facts statement, key disclosure document, synthesis document)?
- Commercial Banks: In a standardized format, at any stage


Generalcomments: Does the financial consumer protection (FCP) agency have enforcement powers to IMPOSE FINES AND PENALTIES?

IndicatorName: Does the financial consumer protection (FCP) agency have enforcement powers to impose fines and penalties?

Shortdefinition:
What actions can your agency take to enforce consumer protection laws and regulations?
- Impose fines and penalties

Topic: Financial Consumer Protection : Enforcement Powers


Generalcomments: Does the financial consumer protection (FCP) agency have enforcement powers to ISSUE PUBLIC NOTICE OF VIOLATIONS?

IndicatorName: Does the financial consumer protection (FCP) agency have enforcement powers to issue public notice of violations?

Shortdefinition:
What actions can your agency take to enforce consumer protection laws and regulations?
- Issue public notice of violations


Generalcomments: Does the financial consumer protection (FCP) agency have enforcement powers to ISSUE ADMINISTRATIVE SANCTIONS TO SENIOR MANAGEMENT?

IndicatorName: Does the financial consumer protection (FCP) agency have enforcement powers to issue administrative sanctions to senior management?

Shortdefinition:
What actions can your agency take to enforce consumer protection laws and regulations?
- Issue administrative sanctions to senior management


Generalcomments: Does the financial consumer protection (FCP) agency have enforcement powers to ISSUE WARNINGS TO FINANCIAL INSTITUTIONS?

IndicatorName: Does the financial consumer protection (FCP) agency have enforcement powers to issue warnings to financial institutions?

Shortdefinition:
What actions can your agency take to enforce consumer protection laws and regulations?
- Issue warnings to financial institutions


Generalcomments: Does the financial consumer protection (FCP) agency have enforcement powers to REQUIRE PROVIDERS TO REFUND FEES AND CHARGES?

IndicatorName: Does the financial consumer protection (FCP) agency have enforcement powers to require providers to refund fees and charges?

Shortdefinition:
What actions can your agency take to enforce consumer protection laws and regulations?
- Require providers to refund fees and charges


Generalcomments: Does the financial consumer protection (FCP) agency have enforcement powers to REVOKE OR RECOMMEND TO REVOKE LICENSE?

IndicatorName: Does the financial consumer protection (FCP) agency have enforcement powers to revoke or recommend to revoke license?

Shortdefinition:
What actions can your agency take to enforce consumer protection laws and regulations?
- Revoke or recommend to revoke the offending provider's license to operate (or to operate a certain type of the business)


Generalcomments: Does the financial consumer protection (FCP) agency have enforcement powers to REQUIRE PROVIDERS TO WITHDRAW MISLEADING ADVERTISEMENTS?

IndicatorName: Does the financial consumer protection (FCP) agency have enforcement powers to require providers to withdraw misleading advertisements?

Shortdefinition:
What actions can your agency take to enforce consumer protection laws and regulations?
- Require providers to withdraw misleading advertisements


Generalcomments: Was the financial consumer protection (FCP) unit in this country ESTABLISHED AFTER THE YEAR 2010 ?

IndicatorName: Was the financial consumer protection (FCP) unit in this country established after the year 2010?

Shortdefinition:
When was the financial consumer protection (FCP) unit or team established? Please specify when the separate unit(s) or team(s) designated to implement, oversee and/or enforce aspects of FCP law or regulation in your agency was established. If more than one unit or team exists, please respond in reference to the unit or team responsible for FCP supervision of commercial banks:
- Year the FCP unit or team established: after 2010

Topic: Financial Consumer Protection : Institutional Arrangements


Generalcomments: Was the financial consumer protection (FCP) unit in this country ESTABLISHED BEFORE THE YEAR 2000 ?

IndicatorName: Was the financial consumer protection (FCP) unit in this country established before the year 2000?

Shortdefinition:
When was the financial consumer protection (FCP) unit or team established? Please specify when the separate unit(s) or team(s) designated to implement, oversee and/or enforce aspects of FCP law or regulation in your agency was established. If more than one unit or team exists, please respond in reference to the unit or team responsible for FCP supervision of commercial banks:
- Year the FCP unit or team established: before 2000


Generalcomments: Was the financial consumer protection (FCP) unit in this country ESTABLISHED BETWEEN THE YEARS 2000 AND 2010 ?

IndicatorName: Was the financial consumer protection (FCP) unit in this country established between the years 2000 and 2010?

Shortdefinition:
When was the financial consumer protection (FCP) unit or team established? Please specify when the separate unit(s) or team(s) designated to implement, oversee and/or enforce aspects of FCP law or regulation in your agency was established. If more than one unit or team exists, please respond in reference to the unit or team responsible for FCP supervision of commercial banks:
- Year the FCP unit or team established:  between 2000 and 2010


Generalcomments: Are FINANCIAL COOPERATIVES required to provide customers with specific types of product information IN A STANDARDIZED FORMAT AT ANY STAGE?

IndicatorName: Are financial cooperatives required to provide customers with specific types of product information in a standardized format at any stage?

Shortdefinition:
With regard to the disclosure requirements referenced above, are there any requirements (law or regulation) for financial institutions to use a document with a standardized format in paper or electronic form (e.g. key facts statement, key disclosure document, synthesis document)?
- Financial Cooperatives: In a standardized format, at any stage


Generalcomments: Are MICROCREDIT INSTITUTIONS (MCIs) required to provide customers with specific types of product information IN A STANDARDIZED FORMAT AT ANY STAGE?

IndicatorName: Are microcredit institutions (MCIs) required to provide customers with specific types of product information in a standardized format at any stage?

Shortdefinition:
With regard to the disclosure requirements referenced above, are there any requirements (law or regulation) for financial institutions to use a document with a standardized format in paper or electronic form (e.g. key facts statement, key disclosure document, synthesis document)?
- MCIs: In a standardized format, at any stage


Generalcomments: Are NON-BANK E-MONEY ISSUERS (NBEIs) required to provide customers with specific types of product information IN A STANDARDIZED FORMAT AT ANY STAGE?

IndicatorName: Are non-bank e-money issuers (NBEIs) required to provide customers with specific types of product information in a standardized format at any stage?

Shortdefinition:
With regard to the disclosure requirements referenced above, are there any requirements (law or regulation) for financial institutions to use a document with a standardized format in paper or electronic form (e.g. key facts statement, key disclosure document, synthesis document)?
- NBEIs: In a standardized format, at any stage


Generalcomments: Does the financial consumer protection (FCP) unit in this country HAVE THE STAFF OF BETWEEN 50 AND 99 PEOPLE ?

IndicatorName: Does the financial consumer protection (FCP) unit in this country have the staff of between 50 and 99 people?

Shortdefinition:
How large is the financial consumer protection (FCP) unit or team in this country? Please specify the size of the separate unit(s) or team(s) designated to implement, oversee and/or enforce aspects of FCP law or regulation in your agency. If more than one unit or team exists, please respond in reference to the unit or team responsible for FCP supervision of commercial banks:
- Size of the FCP unit or team: 50-99 people


Generalcomments: Does the financial consumer protection (FCP) unit in this country HAVE THE STAFF OF BETWEEN 10 AND 49 PEOPLE ?

IndicatorName: Does the financial consumer protection (FCP) unit in this country have the staff of between 10 and 49 people?

Shortdefinition:
How large is the financial consumer protection (FCP) unit or team in this country? Please specify the size of the separate unit(s) or team(s) designated to implement, oversee and/or enforce aspects of FCP law or regulation in your agency. If more than one unit or team exists, please respond in reference to the unit or team responsible for FCP supervision of commercial banks:
- Size of the FCP unit or team: 10-49 people


Generalcomments: Does the financial consumer protection (FCP) unit in this country HAVE THE STAFF OF LESS THAN 10 PEOPLE ?

IndicatorName: Does the financial consumer protection (FCP) unit in this country have the staff of less than 10 people?

Shortdefinition:
How large is the financial consumer protection (FCP) unit or team in this country? Please specify the size of the separate unit(s) or team(s) designated to implement, oversee and/or enforce aspects of FCP law or regulation in your agency. If more than one unit or team exists, please respond in reference to the unit or team responsible for FCP supervision of commercial banks:
- Size of the FCP unit or team: less than 10 people


Generalcomments: Does the financial consumer protection (FCP) unit in this country HAVE THE STAFF OF 100 OR MORE PEOPLE ?

IndicatorName: Does the financial consumer protection (FCP) unit in this country have the staff of 100 or more people?

Shortdefinition:
How large is the financial consumer protection (FCP) unit or team in this country? Please specify the size of the separate unit(s) or team(s) designated to implement, oversee and/or enforce aspects of FCP law or regulation in your agency. If more than one unit or team exists, please respond in reference to the unit or team responsible for FCP supervision of commercial banks:
- Size of the FCP unit or team: more than 100 people


Generalcomments: Are OTHER BANKS required to provide customers with specific types of product information IN A STANDARDIZED FORMAT AT ANY STAGE?

IndicatorName: Are other banks required to provide customers with specific types of product information in a standardized format at any stage?

Shortdefinition:
With regard to the disclosure requirements referenced above, are there any requirements (law or regulation) for financial institutions to use a document with a standardized format in paper or electronic form (e.g. key facts statement, key disclosure document, synthesis document)?
- Other Banks: In a standardized format, at any stage


Generalcomments: Are OTHER DEPOSIT TAKING INSTITUTIONS (ODTIs) required to provide customers with specific types of product information IN A STANDARDIZED FORMAT AT ANY STAGE?

IndicatorName: Are other deposit taking institutions (ODTIs) required to provide customers with specific types of product information in a standardized format at any stage?

Shortdefinition:
With regard to the disclosure requirements referenced above, are there any requirements (law or regulation) for financial institutions to use a document with a standardized format in paper or electronic form (e.g. key facts statement, key disclosure document, synthesis document)?
- ODTIs: In a standardized format, at any stage


Generalcomments: Is COMPLAINTS HANDLING one of the main activities of the financial consumer protection (FCP) unit?

IndicatorName: Is complaints handling one of the main activities of the financial consumer protection (FCP) unit?

Shortdefinition:
What are the main activities of the separate unit(s) or team(s) with respect to financial consumer protection for commercial banks/other banks/financial cooperatives/ODTIs/MCIs/NBEIs?
- Complaints handling

Topic: Financial Consumer Protection : Supervisory Activities


Generalcomments: Are OFF-SITE INSPECTION OF FINANCIAL INSTITUTIONS one of the main activities of the financial consumer protection (FCP) unit?

IndicatorName: Are off-site inspection of financial institutions one of the main activities of the financial consumer protection (FCP) unit?

Shortdefinition:
What are the main activities of the separate unit(s) or team(s) with respect to financial consumer protection for commercial banks/other banks/financial cooperatives/ODTIs/MCIs/NBEIs?
- Off-site inspection of financial institutions


Generalcomments: Is FINANCIAL EDUCATION one of the main activities of the financial consumer protection (FCP) unit?

IndicatorName: Is financial education one of the main activities of the financial consumer protection (FCP) unit?

Shortdefinition:
What are the main activities of the separate unit(s) or team(s) with respect to financial consumer protection for commercial banks/other banks/financial cooperatives/ODTIs/MCIs/NBEIs?
- Financial education


Generalcomments: Are ON-SITE INSPECTION AND INVESTIGATION OF FINANCIAL INSTITUTIONS one of the main activities of the financial consumer protection (FCP) unit?

IndicatorName: Are on-site inspection and investigation of financial institutions one of the main activities of the financial consumer protection (FCP) unit?

Shortdefinition:
What are the main activities of the separate unit(s) or team(s) with respect to financial consumer protection for commercial banks/other banks/financial cooperatives/ODTIs/MCIs/NBEIs?
- On-site inspection and investigation of financial institutions


Generalcomments: Is DRAFTING OR PROVIDING INPUTS INTO REGULATION one of the main activities of the financial consumer protection (FCP) unit ?

IndicatorName: Is drafting or providing inputs into regulation one of the main activities of the financial consumer protection (FCP) unit?

Shortdefinition:
What are the main activities of the separate unit(s) or team(s) with respect to financial consumer protection for commercial banks/other banks/financial cooperatives/ODTIs/MCIs/NBEIs?
- Drafting or providing inputs into regulation


Generalcomments: Is MARKET MONITORING one of the main activities of the financial consumer protection (FCP) unit?

IndicatorName: Is market monitoring one of the main activities of the financial consumer protection (FCP) unit?

Shortdefinition:
What are the main activities of the separate unit(s) or team(s) with respect to financial consumer protection for commercial banks/other banks/financial cooperatives/ODTIs/MCIs/NBEIs?
- Market monitoring, including providers' advertisements, sales materials, websites, etc.


Generalcomments: Is MARKET RESEARCH BY STUDYING CONSUMER BEHAVIOR one of the main activities of the financial consumer protection (FCP) unit?

IndicatorName: Is market research by studying consumer behavior one of the main activities of the financial consumer protection (FCP) unit?

Shortdefinition:
What are the main activities of the separate unit(s) or team(s) with respect to financial consumer protection for commercial banks/other banks/financial cooperatives/ODTIs/MCIs/NBEIs?
- Market research by studying consumer behavior via interviews, focus groups and other research


Generalcomments: Is MYSTERY/INCOGNITO SHOPPING one of the main activities of the financial consumer protection (FCP) unit?

IndicatorName: Is mystery/incognito shopping one of the main activities of the financial consumer protection (FCP) unit?

Shortdefinition:
What are the main activities of the separate unit(s) or team(s) with respect to financial consumer protection for commercial banks/other banks/financial cooperatives/ODTIs/MCIs/NBEIs?
- Mystery/incognito shopping


Generalcomments: Is COLLECTING DATA FROM FINANCIAL INSTITUTIONS on the NUMBER OF COMPLAINTS RECEIVED one of the main activities of the financial consumer protection (FCP) unit?

IndicatorName: Is collecting data from financial institutions on the number of complaints received one of the main activities of the financial consumer protection (FCP) unit?

Shortdefinition:
What are the main activities of the separate unit(s) or team(s) with respect to financial consumer protection for commercial banks/other banks/financial cooperatives/ODTIs/MCIs/NBEIs?
- Collection of data from financial institutions on the number of complaints received


Generalcomments: Is COLLECTING DATA FROM FINANCIAL INSTITUTIONS on the RATES AND FEES FOR FINANCIAL SERVICES one of the main activities of the financial consumer protection (FCP) unit?

IndicatorName: Is collecting data from financial institutions on the rates and fees for financial services one of the main activities of the financial consumer protection (FCP) unit?

Shortdefinition:
What are the main activities of the separate unit(s) or team(s) with respect to financial consumer protection for commercial banks/other banks/financial cooperatives/ODTIs/MCIs/NBEIs?
- Collection of data from financial institutions on rates and fees for financial services


Generalcomments: Are THEMATIC REVIEWS one of the main activities of the financial consumer protection (FCP) unit?

IndicatorName: Are thematic reviews one of the main activities of the financial consumer protection (FCP) unit?

Shortdefinition:
What are the main activities of the separate unit(s) or team(s) with respect to financial consumer protection for commercial banks/other banks/financial cooperatives/ODTIs/MCIs/NBEIs?
- Thematic reviews


Generalcomments: Are AT LEAST SOME FINANCIAL INSTITUTIONS required to provide customers with specific types of product information IN A STANDARDIZED FORMAT?

IndicatorName: Are at least some financial institutions required to provide customers with specific types of product information in a standardized format?

Shortdefinition:
With regard to the disclosure requirements referenced above, are there any requirements (law or regulation) for financial institutions to use a document with a standardized format in paper or electronic form (e.g. key facts statement, key disclosure document, synthesis document)?
- At least some financial institutions, in a standardized format


Generalcomments: In terms of INSTITUTIONAL STRUCTURE for financial consumer protection (FCP) regulation and supervision, does this country have a DEDICATED FINANCIAL CONSUMER PROTECTION AUTHORITY MODEL ?

IndicatorName: In terms of institutional structure for financial consumer protection (FCP) regulation and supervision, does this country have a dedicated financial consumer protection authority model?

Shortdefinition:
Please indicate which statement best describes the structure for financial consumer protection regulation and supervision (and more broadly market conduct) in your country?
- Dedicated Market Conduct Agency Model. Financial consumer protection supervision responsibilities fall under a single agency dedicated to financial consumer protection supervision. Please provide the name of the agency.


Generalcomments: In terms of INSTITUTIONAL STRUCTURE for financial consumer protection (FCP) regulation and supervision, does this country have a GENERAL CONSUMER PROTECTION AUTHORITY MODEL ?

IndicatorName: In terms of institutional structure for financial consumer protection (FCP) regulation and supervision, does this country have a general consumer protection authority model?

Shortdefinition:
Please indicate which statement best describes the structure for financial consumer protection regulation and supervision (and more broadly market conduct) in your country?
- General Consumer Protection Agency Model which covers FCP - single institution. Financial consumer protection supervision responsibilities fall under an agency or agencies responsible for broader consumer protection supervision within the jurisdiction, including non-financial activities. Please provide the name of all relevant agencies.


Generalcomments: In terms of INSTITUTIONAL STRUCTURE for financial consumer protection (FCP) regulation and supervision, does this country have an INTEGRATED SINGLE FINANCIAL SECTOR AUTHORITY MODEL ?

IndicatorName: In terms of institutional structure for financial consumer protection (FCP) regulation and supervision, does this country have an integrated single financial sector authority model?

Shortdefinition:
Please indicate which statement best describes the structure for financial consumer protection regulation and supervision (and more broadly market conduct) in your country?
- Integrated Single Agency Model. Financial consumer protection supervision responsibilities fall under a single agency that is responsible for all aspects of supervision (e.g., prudential and financial consumer protection) of all financial service providers operating within the jurisdiction. Please provide the name of the agency.


Generalcomments: In terms of INSTITUTIONAL STRUCTURE for financial consumer protection (FCP) regulation and supervision, does this country have an INTEGRATED SECTORAL FINANCIAL SECTOR AUTHORITY MODEL ?

IndicatorName: In terms of institutional structure for financial consumer protection (FCP) regulation and supervision, does this country have an integrated sectoral financial sector authority model?

Shortdefinition:
Please indicate which statement best describes the structure for financial consumer protection regulation and supervision (and more broadly market conduct) in your country?
- Integrated Multiple Agency Model (Sectoral). Financial consumer protection supervision responsibilities fall under multiple agencies that hold responsibility for all aspects of supervision (e.g., prudential and financial consumer protection) of financial service providers operating within specific financial sectors (banking, insurance, securities, etc.). Please list the name of relevant agencies and the sectors they oversee.


Generalcomments: In terms of INSTITUTIONAL STRUCTURE for financial consumer protection (FCP) regulation and supervision, does this country have a SHARED FINANCIAL AND GENERAL CONSUMER PROTECTION AUTHORITY MODEL ?

IndicatorName: In terms of institutional structure for financial consumer protection (FCP) regulation and supervision, does this country have a shared financial and general consumer protection authority model?

Shortdefinition:
Please indicate which statement best describes the structure for financial consumer protection regulation and supervision (and more broadly market conduct) in your country?
- Shared financial and general consumer protection authority model - two institutions


Generalcomments: Under the agency overseeing financial consumer protection (FCP) in this country, is there a DEDICATED FCP UNIT?

IndicatorName: Under the agency overseeing financial consumer protection (FCP) in this country, is there a dedicated FCP unit?

Shortdefinition: If your agency has the responsibility to implement, oversee and/or enforce any aspect of financial consumer protection law or regulation, is there a separate unit(s) or team(s) designated to work on consumer protection in your agency?


Generalcomments: Is there a STAND-ALONE FINANCIAL CONSUMER PROTECTION LAW in place?

IndicatorName: Is there a stand-alone financial consumer protection law in place?

Shortdefinition:
What type(s) of legal framework exists in your country pertaining to financial consumer protection?
- Stand-alone financial consumer protection law

Topic: Financial Consumer Protection : Legal Framework


Generalcomments: Are CONSUMER PROTECTION PROVISIONS in place within BROADER FINANCIAL SECTOR REGULATIONS?

IndicatorName: Are consumer protection provisions in place within broader financial sector regulations?

Shortdefinition:
What type(s) regulations exist in your country pertaining to financial consumer protection?
- Consumer protection provisions within the regulations pertaining to the financial sector (e.g. regulation of agents, electronic channels, certain products like credit cards)


Generalcomments: Is there a GENERAL CONSUMER PROTECTION LAW WITH EXPLICIT REFERENCE TO FINANCIAL SERVICES in place?

IndicatorName: Is there a general consumer protection law with explicit reference to financial services in place?

Shortdefinition:
What type(s) of legal framework exists in your country pertaining to financial consumer protection?
- General consumer protection law with explicit reference to financial services


Generalcomments: Is there a GENERAL CONSUMER PROTECTION LAW WITHOUT EXPLICIT REFERENCE TO FINANCIAL SERVICES in place?

IndicatorName: Is there a general consumer protection law without explicit reference to financial services in place?

Shortdefinition:
What type(s) of legal framework exists in your country pertaining to financial consumer protection?
- General consumer protection law without explicit reference to financial services


Generalcomments: Is there no legal framework for FINANCIAL CONSUMER PROTECTION in this country?

IndicatorName: Is there no legal framework for financial consumer protection in this country?

Shortdefinition:
What type(s) of legal framework exists in your country pertaining to financial consumer protection?
- No legal framework exists pertaining to financial consumer protection


Generalcomments: Are STAND-ALONE FINANCIAL CONSUMER PROTECTION (FCP) regulations in place?

IndicatorName: Are stand-alone financial consumer protection (FCP) regulations in place?

Shortdefinition:
What type(s) regulations exist in your country pertaining to financial consumer protection?
- Stand-alone financial consumer protection regulations (e.g. a regulation on consumer disclosure)


Generalcomments: Are there CONSUMER PROTECTION PROVISIONS in place within broader financial sector laws?

IndicatorName: Are there consumer protection provisions in place within broader financial sector laws?

Shortdefinition:
What type(s) of legal framework exists in your country pertaining to financial consumer protection?
- Consumer protection provisions within the financial sector legal framework (e.g., banking law, insurance law)


Generalcomments: Is the CEILING ON THE MINIMUM BALANCE FOR SAVINGS/CURRENT ACCOUNTS regulated in this country?

IndicatorName: Is the ceiling on the minimum balance for savings/current accounts regulated in this country?

Shortdefinition:
Which of the following are determined by law or regulation in your country regarding cost of customer accounts?
- A ceiling on the minimum balance that a provider can impose for savings or current accounts

Topic: Financial Inclusion : Account Costs


Generalcomments: Are the MAXIMUM MAINTENANCE FEES FOR SAVINGS/CURRENT ACCOUNTS regulated in this country?

IndicatorName: Are the maximum maintenance fees for savings/current accounts regulated in this country?

Shortdefinition:
Which of the following are determined by law or regulation in your country regarding cost of customer accounts?
- The maximum maintenance fees for savings or current accounts (e.g. monthly or yearly account ownership fee)


Generalcomments: Are the MAXIMUM OVERDRAFT PENALTY or BELOW MINIMUM BALANCE PENALTY regulated in this country?

IndicatorName: Are the maximum overdraft penalty or below minimum balance penalty regulated in this country?

Shortdefinition:
Which of the following are determined by law or regulation in your country regarding cost of customer accounts?
- The maximum overdraft penalty or below-minimum balance penalty that providers can charge


Generalcomments: Is the MAXIMUM COST TO OPEN A SAVINGS/CURRENT ACCOUNT regulated in this country?

IndicatorName: Is the maximum cost to open a savings/current account regulated in this country?

Shortdefinition:
Which of the following are determined by law or regulation in your country regarding cost of customer accounts?
- The maximum cost for customers of opening a savings or current account


Generalcomments: Is there NO COST FOR CUSTOMERS TO OPEN A SAVINGS/CURRENT ACCOUNT as per regulation in this country?

IndicatorName: Is there no cost for customers to open a savings/current account as per regulation in this country?

Shortdefinition:
Which of the following are determined by law or regulation in your country regarding cost of customer accounts?
- No cost for opening a savings or current account


Generalcomments: Is there NO LAW OR REGULATION regarding the cost of customer accounts in this country?

IndicatorName: Is there no law or regulation regarding the cost of customer accounts in this country?

Shortdefinition:
Which of the following are determined by law or regulation in your country regarding cost of customer accounts?
- No law or regulation addresses the costs of customer accounts


Generalcomments: Are OTHER FACTORS in the cost of customer accounts regulated in this country?

IndicatorName: Are other factors in the cost of customer accounts regulated in this country?

Shortdefinition:
Which of the following are determined by law or regulation in your country regarding cost of customer accounts?
- Other


Generalcomments: Are NON-BANK E-MONEY ISSUERS (NBEIs) permitted to PAY INTEREST on customers' e-money accounts?

IndicatorName: Are non-bank e-money issuers (NBEIs) permitted to pay interest on customers' e-money accounts?

Shortdefinition:
Are non-bank e-money issuers permitted by law or regulation to pay interest on customers' e-money accounts or share profits with their e-money customers?
- Pay interest

Topic: Financial Inclusion : Electronic Money


Generalcomments: Are NON-BANK E-MONEY ISSUERS (NBEIs) NOT PERMITTED to PAY INTEREST OR SHARE PROFITS with their e-money customers?

IndicatorName: Are non-bank e-money issuers (NBEIs) not permitted to pay interest or share profits with their e-money customers?

Shortdefinition:
Are non-bank e-money issuers permitted by law or regulation to pay interest on customers' e-money accounts or share profits with their e-money customers?
- Neither


Generalcomments: Are NON-BANK E-MONEY ISSUERS (NBEIs) prohibited from using customer funds for PURPOSES OTHER THAN redeeming e-money and executing fund transfers?

IndicatorName: Are non-bank e-money issuers (NBEIs) prohibited from using customer funds for purposes other than redeeming e-money and executing fund transfers?

Shortdefinition: Are non-bank e-money issuers prohibited by law or regulation from using customer funds for purposes other than redeeming e-money and executing fund transfers?


Generalcomments: Are NON-BANK E-MONEY ISSUERS (NBEIs) permitted to SHARE PROFITS with their e-money customers?

IndicatorName: Are non-bank e-money issuers (NBEIs) permitted to share profits with their e-money customers?

Shortdefinition:
Are non-bank e-money issuers permitted by law or regulation to pay interest on customers' e-money accounts or share profits with their e-money customers?
- Share profits


Generalcomments: Is the use of ACCOUNTS AT THE CENTRAL BANK required to SAFEGUARD E-MONEY FUNDS?

IndicatorName: Is the use of accounts at the central bank required to safeguard e-money funds?

Shortdefinition:
Is it specified in law or regulation which type of account must be used to safeguard e-money funds?
- Account at the Central Bank


Generalcomments: Is the use of ESCROW ACCOUNTS required to SAFEGUARD E-MONEY FUNDS?

IndicatorName: Is the use of escrow accounts required to safeguard e-money funds?

Shortdefinition:
Is it specified in law or regulation which type of account must be used to safeguard e-money funds?
- Escrow account


Generalcomments: Is the TYPE OF ACCOUNTS to SAFEGUARD E-MONEY FUNDS NOT DEFINED?

IndicatorName: Is the type of accounts to safeguard e-money funds not defined?

Shortdefinition:
Is it specified in law or regulation which type of account must be used to safeguard e-money funds?
- Not defined


Generalcomments: Is SOME OTHER TYPE OF ACCOUNTS (not mentioned above) required to SAFEGUARD E-MONEY FUNDS?

IndicatorName: Is some other type of accounts (not mentioned above) required to safeguard e-money funds?

Shortdefinition:
Is it specified in law or regulation which type of account must be used to safeguard e-money funds?
- Some other type - not mentioned above


Generalcomments: Is the use of REGULAR ACCOUNTS required to SAFEGUARD E-MONEY FUNDS?

IndicatorName: Is the use of regular accounts required to safeguard e-money funds?

Shortdefinition:
Is it specified in law or regulation which type of account must be used to safeguard e-money funds?
- Regular account


Generalcomments: Is the use of TRUST ACCOUNTS required to SAFEGUARD E-MONEY FUNDS?

IndicatorName: Is the use of trust accounts required to safeguard e-money funds?

Shortdefinition:
Is it specified in law or regulation which type of account must be used to safeguard e-money funds?
- Trust account


Generalcomments: Are 100% of CUSTOMERS' E-MONEY FUNDS required to be SEPARATED FROM E-MONEY ISSUER'S FUNDS and kept AT MORE THAN ONE prudentially regulated financial institution, possibly the Central Bank and others?

IndicatorName: Are 100% of customers' e-money funds required to be separated from e-money issuer's funds and kept at more than one prudentially regulated financial institution, possibly the central bank and others?

Shortdefinition:
What fraction of customers' e-money funds is required to be separated from e-money issuer's funds and kept at how many prudentially regulated financial institutions?
- 100% of customers' e-money funds; kept at more than one prudentially regulated financial institution