An analysis of aspects of the consumer protection framework for mobile money services in Zambia
| dc.contributor.author | Mwenda, Joseph Mambwe | |
| dc.date.accessioned | 2026-01-12T10:06:53Z | |
| dc.date.available | 2026-01-12T10:06:53Z | |
| dc.date.issued | 2025 | |
| dc.description.abstract | This mini-dissertation examines the consumer protection framework for mobile money services in Zambia. It identifies gaps in the current framework and highlights areas for reform to strengthen consumer protection for mobile money users. Mobile money has played a key role in advancing financial inclusion in Zambia. However, its rapid growth has outpaced the development of adequate consumer protection measures, exposing users to potential exploitation and financial risks. The study adopts a qualitative research approach, using secondary data and legal sources to evaluate Zambia’s consumer protection framework for mobile money services. It highlights key gaps in financial education, dispute resolution mechanisms, transparency, and overlapping jurisdiction among regulators such as the Bank of Zambia (BoZ), the Zambia Information and Communication Technology Authority (ZICTA), and the Competition and Consumer Protection Commission (CCPC). Drawing lessons from South Africa’s Twin Peaks regulatory model and the Southern African Development Community (SADC) Mobile Money Guidelines, the mini-dissertation recommends adopting a principles-based regulatory framework, strengthening coordination among regulators, and establishing dedicated consumer protection measures such as an ombudsman for dispute resolution. Additionally, it emphasises the need for enhanced financial literacy programmes and standardised disclosure requirements to mitigate information asymmetry. In addressing these gaps, Zambia can institute a more secure, transparent, and inclusive mobile money ecosystem, aligning with international best practices and sustaining the benefits of digital financial services for its population. | |
| dc.identifier.uri | https://hdl.handle.net/10566/21649 | |
| dc.language.iso | en | |
| dc.publisher | University of the Western Cape | |
| dc.subject | Bank of Zambia | |
| dc.subject | Central bank | |
| dc.subject | Consumer protection | |
| dc.subject | Financial regulation | |
| dc.subject | Fintech | |
| dc.title | An analysis of aspects of the consumer protection framework for mobile money services in Zambia | |
| dc.type | Thesis |