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FIGI Symposium 2021 - Shared screen with gallery view
Madhavan Pallan International
58:23
Good morning, afternoon and evening everyone. Have a great day :)
ITU Secretariat (CR)
01:00:24
Good day everyone! Thank you for joining us for this session on Protecting Consumers: Technology for complaints handling and alternative dispute resolution
ITU Secretariat (CR)
01:00:58
If you would like to ask questions to our panelists during this session, please use the Q&A function at the bottom of your screen.
Madhavan Pallan International
01:03:24
+2 likes
Madhavan Pallan International
01:19:36
He last one could have been a list, just visuals. I hope this is useful :).
Madhavan Pallan International
01:33:00
Super
GHA/NCA, Nana Defie Badu
01:57:18
Very interesting presentation. I think it would be useful for regulators to have a connection to at least receive annonymised complaints data.
Douglas Melville
02:00:25
Great point. Many schemes do share data directly with the regulators in their jurisdiction. My scheme provides a full data share/upload to the local regulators each quarter. I also have an MoU with the regulators which sets an expectation that we will contact them immediately if we see something through our complaint resolution work that would be relevant to the regulator's own mandate for market regulation and consumer protection.
GHA/NCA, Nana Defie Badu
02:03:10
Do other organisations have a centralised Complaints system that enable them see all complaints from all their branches and in the case of regulators, from the companies they regulate? I would love to get some information on how it works.
Nicola Sladden
02:04:15
Yes - thank you. Good point. As Doug notes, many ADR schemes share anonymised aggregated data, and may be required to close serious cases with the regulator.
Nicola Sladden
02:04:35
sorry - disclose
kallayan.prosad@bb.org.bd
02:05:17
If some current examples available please share
GHA/NCA, Nana Defie Badu
02:05:51
Thank you
Douglas Melville
02:15:11
UK, Australia, Canada all have mandatory complaint reporting to the regulators along the lines you describe...some have separate reporting for complaints that suggest a violation of a specific consumer protection provision. The reporting framework and reporting forms for the Canadian regulator, Financial Consumer Agency of Canada (FCAC), can be seen online under their forms listing. Underlying analysis is still relatively manual but more tech-based analysis is being looked at. Same could be said for the local regualtors in the Channel Islands.
Gerald Nyakwawa
02:15:58
loving this presentation lets connect and share notes https://www.linkedin.com/in/nyakwawa/
Mavis Obeng Aidoo
02:18:13
Mavis Aidoo from Ghana. Thanks for the presentation.If mediation fails,what is the next course of action that a consumer may take,please?
Madhavan Pallan International
02:20:32
true
Madhavan Pallan International
02:23:04
+2likes
Sardor Adilov CBU
02:23:19
What reports which is related to complaints, from commercial banks do you regularly collect?
Helen Luskin Gradstein
02:27:49
Amazing presentation!
Helen Luskin Gradstein
02:27:58
Great job everyone, really interesting
Madhavan Pallan International
02:28:00
thanks everyone
Gian Boeddu
02:28:08
Thanks friends!
Arnold Kibuuka
02:28:14
Thank you!
Gian Boeddu
02:28:23
Pleasure to be part of this
Nicola Sladden
02:28:40
Thanks for your interest
Douglas Melville
02:28:51
Thank you for joining us and for your questions!