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Global Financial Inclusion and Consumer Protection Survey 2017

Afghanistan, Albania, Angola...and 112 more, 2016 - 2017
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Reference ID
WLD_2016_GFICPS_v01_M
Producer(s)
Douglas Randall, Oya Pinar Ardic Alper
Metadata
DDI/XML JSON
Created on
Sep 19, 2018
Last modified
Jun 14, 2022
Page views
10447
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Data file: 2017_global_ficp_survey_respondent_data_dec2018

Global GFICP Survey Respondent data

Cases: 124
Variables: 683

Variables

h1
law/Regulation Set Standards for Complaints Resolution and Handling
h1a_1
idr - req to implement procedures and processes for resolving customer complaint
h1a_2
idr - req to have a designated, independent offer or unit in charge of complaint
h1a_3
idr - timeliness of response
h1a_4
idr - accessibility
h1a_5
idr - record-keeping
h1a_6
idr - reporting complaints data to a govt agency
h1a_7
idr - providing consumers the details of a relevant external dispute resolution
h2_adr
adr exists
h2_both
adr scheme provides both binding decisions & mediation services
h2_adr_bindonly
adr scheme provides binding decisions
h2_adr_medonly
adr scheme provides mediation services
h5_1
statutory scheme
h5_2
voluntary industry-based scheme
h5_3
mandatory industry-based scheme
h6_1
statutory scheme - focuses only on fin services
h6_2
statutory scheme - more general ADR entity
h7_1
adr entity within fin sector regulator
h7_2
adr entity independent from fin sector regulator
h9_1
adr entity funded by central govt. allocated budget
h9_2
adr entity funded by other govt. authority
h9_3
adr entity funded by fin industry association
h9_4
adr entity funded by direct member contribution
h9_comb
adr entity funded by combo of govt. and other sources
h10
first submit complaint to relevant fsp
h11_1
maintain database of registered complaints
h11_2
analyze complaints data
h11_3
pass complaints trends to regulator
h11_4
publish complaints stats
h11_5
report complaints stats to regulator
h131_1
issues complained - unclear int or fees
h131_2
issues complained - excessive int or fees
h131_3
issues complained - fraud
h131_4
issues complained - mistaken/unauthorized trans
h131_5
issues complained - bundling/tying of products
h131_6
issues complained - atm trans
h131_7
issues complained - agents
h131_8
issues complained - insurance claim not paid
h131_9
issues complained - undue burden to switch providers or terminate product
h131_10
issues complained - other
h132_1
product complained - credit card
h132_2
product complained - debit card
h132_3
product complained - mortgage loan
h132_4
product complained - consumer loan
h132_5
product complained - micro loan
h132_6
product complained - deposit a/c
h132_7
product complained - current a/c
h132_8
product complained - life insurance
h132_9
product complained - non-life insurance
h132_10
product complained - e-money
i1_any
formal definition for fin edu or fin literacy or fin capability
i2_1
single agency
i2_2
multiple agencies
i2_3
other
i2_4
no agency
i4_1
dedicated national, multi-stakeholder structure for coord fin edu
i4_2
no dedicated structure, but addressed under broader mandate for coord fin edu
i4_3
no dedicated structure for coord fin edu
i5_govonly
govt. only
i5_indonly
industry only
i5_govind
govt. and industry only
i5_govindngo
govt., industry and NGOs
i6
national mapping of fin edu activities
i7_1
collect data from a ltd set of providers of fin edu
i7_2
collect data from all known providers of fin edu
i8_1
dedicated survey on fin cap
i8_2
fin cap part of broader survey
i9_1
govt. issued guidelines directed at ltd set of providers of fin edu
i9_2
govt. issued guidelines directed at all providers of fin edu
i10_1
ltd set FSPs req to provide fin edu
i10_2
all FSPs req to provide fin edu
i11
fin edu integrated into G2P prg
i12_1
fin edu pub sch curric - distinct topic
i12_2
fin edu pub sch curric - subtopic
i12_3
fin edu pub sch curric - planned implementation
i12_4
fin edu pub sch curric - planned devlp of curric
i12_5
fin edu pub sch curric - not included
i13_1_a
fin edu pub sch curric - primary
i13_2_a
fin edu pub sch curric - junior secondary
i13_3_a
fin edu pub sch curric - senior secondary
i13_4_a
fin edu pub sch curric - university level
i14_1
govt. website to disclose pricing and t&C info
i14_2
govt. website with edu content, tools and resources
Total: 683
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