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.

金融服务数字化的推进，始终是普惠金融发展的核心动力。但数字金融服务（Digital Financial Services, DFS）的快速扩张，也同步催生了消费者保护相关的风险。金融消费者保护调查（Financial Consumer Protection Surveys, FCPS）是一系列采用面对面形式开展的调研，在非洲与亚洲共10个国家实施，涵盖孟加拉国、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、坦桑尼亚及乌干达，数据采集分为两轮，首轮于2025年开展，次轮于2027年完成。本调查旨在评估DFS领域的风险，并追踪消费者保护工作的进展，调研内容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、代理机构不当行为及财产损失）、服务质量痛点以及投诉救济机制。