Consumer Protection and Financial Literacy
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- Cynthia Gibbs
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1 Wrld Bank/Internatinal Mnetary Fund/Federal Reserve System Seminar fr Senir Bank Supervisrs frm Emerging Ecnmies Cnsumer Prtectin and Financial Literacy Sue Rutledge, Crdinatr Wrld Bank Glbal Prgram Octber
2 Glbal Map f the Financially Included Cnsumer rights awareness Financial institutins (r financial industry assciatins) culd prepare a simple, easy-t-understand brchure abut the cnsumer's legal rights regarding remittances Cnsumer disclsure Financial supervisry agency culd ensure that cmparable infrmatin is made available t cnsumers Fr example, cllecting frm financial institutins their standard pricing fr varius types f remittances Data shuld be publicly available in newspapers and internet Surce: CGAP, Financial Access
3 What is Cnsumer Prtectin & Financial Literacy? Cnsumer prtectin in financial services is delivered thrugh tw mechanisms: 1. Cnsumer prtectin laws and regulatins (including self-regulatin) 2. Financial educatin fr cnsumers and schlchildren Cnsumer prtectin & financial literacy cmbines bth. 3
4 Hw d Cnsumer Prtectin & Financial Literacy fit int Financial Sectr Develpment? Cre part f glbal financial regulatry agenda Insurance - cnsumer prtectin (CP) is ne f cre principles fr insurance supervisin (Internatinal Assciatin f Insurance Supervisrs) Securities CP is ne f cre principles fr securities regulatin (Internatinal Organizatin f Securities Cmmissins) Private pensins - CP is ne f main bjectives f private pensin supervisin (Internatinal Organisatin f Pensins Supervisrs) Banking CP is part f precnditins fr banking supervisin (Basel Cmmittee) Payments CP is part f General Principles fr Internatinal Remittances Services (Bank fr Internatinal Settlements/Wrld Bank) CP is part f statutry bjectives fr many financial supervisry agencies e.g. United Kingdm, Ireland, Sweden, Clmbia, Austria, Singapre, Kazakhstan Als part f financial inclusin agenda Alliance fr Financial Inclusin argues that bringing unbanked int frmal financial system presents risks. Withut CPFL, financial institutins may use infrmatin imbalance t their advantage and disadvantage f cnsumers. 4
5 Increased Husehlds Financial Risk 120 Average annual grwth rates f husehld credit (%, average ) Surce: Eurpean Credit Research Institute, Central Bank f Azerbaijan Surce: Unicredit 5
6 Key Issues t Imprve Cnsumer Prtectin Cnsumer Disclsure Business Practices Cnsumer Redress Financial Literacy 6
7 Cnsumer Disclsure Simple, easy t understand & cmparable cnsumer infrmatin Easy price cmparisns Key facts statements r glssaries f financial terms Mystery shppers 7
8 Cmparisn Shpping helped Cnsumers in Peru 8
9 Business Practices Cling-ff perids fr high-pressure sales Standardized training fr retail sales persnnel Standard cntract prvisins Regulatin f intermediaries Licensing f debt cllectrs Investigatin f financial frauds Self-regulatry cdes f cnduct 9
10 Insights frm Cuntry Studies Wh is respnsible fr business cnduct supervisin? Cuntry Financial Supervisry Agency Depends n Financial Service Azerbaijan X Bulgaria X Cratia Czech Republic X X Latvia Lithuania Rmania Russia X X X X Slvakia X 10
11 Recurse Mechanisms Designated cmplaints cntact pint in each financial institutin One central lcatin fr submitting cmplaints abut financial services Statutry mbudsman r industry assciatin mbudsman? Published analysis f types and trends f cmplaints It isn t legal It isn t fair I dn t understand 11
12 Out f Curt Dispute Reslutin Mechanisms Cuntry Out f Curt Dispute Reslutin System Azerbaijan Bulgaria Cratia Czech Republic Latvia Lithuania Nne Cnciliatin Cmmittees Mediatin Centers Financial Arbiter (payments services nly but being expanded) Banking Assciatin Ombudsman (payment services nly) Insurance Ombudsman (prperty and mtr insurance nly) Arbitratin Curts Cnsumer prtectin agency (payment services nly) Rmania Russia Slvakia Nne Small Curts Arbitratin Curt (banking sectr) 12
13 Financial Literacy Surveys f husehlds re financial literacy, cnsumer behavir & cnsumer cnfidence Financial educatin at teachable mments when cnsumers want it Teaching gd financial habits fr yung children Helping cnsumers avid financial traps 13
14 Financial Educatin Cuntry Azerbaijan Bulgaria Cratia Financial Educatin Prgram Natinal financial educatin prgram under preparatin Awareness campaign fr pensins nly Awareness campaign fr pensins nly Natinal financial educatin prgram under preparatin Czech Republic Latvia Lithuania Nne Nne Financial educatin prgram in schls nly Rmania Russia Slvakia Awareness campaign fr pensins nly Natinal financial educatin prgram under preparatin Awareness campaign fr pensins nly 14
15 Slutins invlve many Stakehlders GOVERNMENT Ministries (e.g. Finance, Ecnmy, Educatin) General agencies (e.g. cnsumer prtectin, data prtectin, cmpetitin) Cuncils (e.g. cnsumer prtectin, educatin) CIVIL SOCIETY Cnsumer assciatins Debt cunseling Fundatins Academia Media GOVERNMENT Financial Sectr Central Bank Financial supervisry agencies Financial cnsumer prtectin agency Cmpensatin schemes REDRESS MECHANISMS Ombudsman Arbitratin Mediatin, cnciliatin Curts FINANCIAL INDUSTRY Industry assciatins Training centers Financial institutins (incl. distributrs) Financial market infrastructure (e.g. securities, credit bureaus) INTERNATIONAL COMMUNITY Dnrs Reginal rganizatins Standard setters Internatinal assciatins 15
16 What Stakehlders Say Russia, Banking Assciatin The depth and breadth f the Wrld Bank s Diagnstic Review are unsurpassed. Russia, Cnsumer Prtectin Service The Review will cntribute t ur natinal dialgue n cnsumer prtectin in financial services. Slvakia, Ministry f Finance This is exactly the kind f wrk that shuld be dne t help client cuntries. 16
17 And Keep Saying Lithuania, State Cnsumer Rights Prtectin Authrity: This wrk is an imprtant step in enhancing financial cnsumer prtectin, which is very relevant fr Lithuanian cnsumers facing financial difficulties. EU Cmmissiner fr Cnsumer Affairs: We we the Wrld Bank a debt f gratitude fr this excellent reprt they have prduced n Bulgaria. FinCNet: This is the first time that anyne has written dwn in ne place all the best internatinal practices n financial cnsumer prtectin. 17
18 Wrld Bank Cnsumer Prtectin & Financial Literacy Prgram Husehld Survey f Financial Literacy & Cnsumer Behavir 3 mnths - $40k Actin Plan t Implement Recmmendatins Implementatin Prgram Diagnstic Review f Legal & Regulatry Framewrk 3 mnths - $40k 3 6 mnths - $100k 12 mnths - $100k 18
19 Cuntry Prgrams t Date 4 Husehld Surveys -- Azerbaijan, Bulgaria, Rmania & Russia 11 Diagnstic Reviews -- Azerbaijan, Bsnia and Herzegvina, Bulgaria, Cratia, Czech Republic, Kazakhstan, Latvia, Lithuania, Rmania, Russian Federatin & Slvakia 2 Actin Plans-- Azerbaijan & Latvia 2 Implementatin Prgrams Russia & Azerbaijan Gd Practice Benchmarks -- Detailed prvisins n CPFL in banking, securities, insurance, private pensins & credit reprting Wrking Paper n Lessns Learned tp dwnladed paper n ssrn.cm Website with published reprts 19
20 Expressin f Interest Wrldwide 20
21 Wrld Bank/Internatinal Mnetary Fund/Federal Reserve System Seminar fr Senir Bank Supervisrs frm Emerging Ecnmies Cnsumer Prtectin and Financial Literacy Sue Rutledge, Crdinatr Wrld Bank Glbal Prgram 21
Sue Rutledge Head, World Bank Global Program Consumer Protection & Financial Literacy
Wrld Bank/Internatinal Mnetary Fund/ Federal Reserve System Seminar fr Senir Bank Supervisrs frm Emerging Ecnmies Sue Rutledge Head, Wrld Bank Glbal Prgram Cnsumer Prtectin & Financial Literacy 24 Octber
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