The first mobile network
operators (MNOs) to endorse the Code are Airtel, Avea, Axiata, Etisalat,
Millicom, MTN, Ooredoo, Orange, Telenor, Vodafone and Zain.
Together, these MNO groups
represent 82 mobile money deployments operating in 51 countries.
“By endorsing the
Code of Conduct, mobile operators are demonstrating their commitment to
offering safe and reliable services, which will strengthen the digital
financial ecosystem by fostering consistent implementation of business
practices that ensure service quality, enhance customer satisfaction,
facilitate commercial partnerships, and build trust with regulators,” said Anne
Bouverot, Director General, GSMA. “The GSMA strongly encourages all of its
members offering mobile money services to endorse the Code that we’ve
introduced today.”
The companies that
have subscribed to the Code are formalising their commitment to eight
principles underpinning three key areas of importance: soundness of services;
security of the mobile network and channel; and the fair treatment of
customers.
Providers that endorse the Code
commit to safeguard customer funds against risk of loss; maintain effective
mechanisms to combat money laundering and terrorist financing; equip and
monitor staff, agents, and entities providing outsourced services to ensure
that they offer safe and reliable services; and ensure reliable service
provision with sufficient network and system capacity.
They will also take robust
steps to ensure the security of the mobile network and channel; communicate
clear, sufficient and timely information to empower customers to make informed
decisions; develop mechanisms to ensure that complaints are effectively
addressed and problems are resolved in a timely manner; and collect, process,
and/or transmit personal data fairly and securely.
The GSMA is also working with members and expert organisations in
developing recommended business practices to provide guidance on how groups and
country-level mobile money providers can effectively operationalise the
principles that underlie the Code.
In addition, the GSMA and the providers participating in the initiative
will work to develop a self-assessment process along with a robust
certification regime for verifying compliance with the Code of Conduct.
The GSMA represents the interests of mobile operators worldwide.
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