Financial Consumer Protection Surveys

Advances in the digitization of financial services have been central to progress in financial inclusion. But the rapid growth in digital financial services (DFS) is also generating concurrent consumer protection risks. The Financial Consumer Protection Surveys (FCPS) is a series of in-person surveys conducted in 10 countries across Africa and Asia (including Bangladesh, Ethiopia, India, Indonesia, Kenya, Nigeria, Pakistan, Philippines, Tanzania, and Uganda) in two rounds of data collection, the first in 2025 and the second in 2027. It aims to assess risks in DFS and track consumer protection progress. The survey includes topics on access to and usage of DFS, consumer choice and knowledge, challenges and risks (including fraud, over-indebtedness, agent misconduct, and financial loss), service quality challenges, and complaints redress.

金融服务数字化的发展，是普惠金融发展进程中的核心驱动力。但数字金融服务（Digital Financial Services，以下简称DFS）的快速扩张，也同步催生了消费者保护层面的各类风险。金融消费者保护调查（Financial Consumer Protection Surveys，以下简称FCPS）是一套面对面访谈调查，分两轮开展数据采集：第一轮于2025年进行，第二轮于2027年开展，覆盖非洲与亚洲共计10个国家，分别为孟加拉国、埃塞俄比亚、印度、印度尼西亚、肯尼亚、尼日利亚、巴基斯坦、菲律宾、坦桑尼亚与乌干达。该调查旨在评估数字金融服务领域的各类风险，并追踪消费者保护工作的进展情况。调查涵盖的主题包括：数字金融服务的获取与使用情况、消费者选择权与认知水平、各类挑战与风险（含欺诈、过度负债、代理机构不当行为以及财务损失）、服务质量相关挑战，以及投诉救济机制。