Financial Literacy Program

and Financial Consumer

Protection

Date: 28 Dec 2023

 Users/ Agents Empowerment

Overview
of Employees Empowerment

Financial
Literacy Merchant Adoption

activities
Financial Inclusion

Security and Fraud Prevention

 Conducting training sessions for users
and agents

Users/ Organizing workshops in educational

institutions to familiarize students with
Agents the platform,
Empowerm
Offering specialized training for women
ent entrepreneurs on maximizing the
benefits of digital services.
Sustained promotional campaigns aim
to encourage increased usage of digital
transactions.
 TRAINING DURING ONBOARDING ANNUAL COMPREHENSIVE

Employees
TRAINING AND CERTIFICATION
PROGRAMS

Empowerm
ent

ONE-TO-ONE COACHING
SESSIONS FOR PERSONAL
DEVELOPMENT
Merchant Adoption

Proactively engaging with merchants to

encourage them to accept payments through
wallets.

Educating them about the advantages of digital

transactions, highlighting the security features
of the wallet platform, and

Showcasing the potential for increased sales

through adoption.
Financial Inclusion

• Extending wallet user's reach to

all corners of Nepal, especially
reaching out to underserved
populations.
• To ensure accessibility to digital
wallet services for everyone.
• Awareness and training to
women users and entrepreneurs
Security and Fraud Prevention

• Educating eSewa users about potential

risks such as phishing scams and
emphasizing fraud prevention strategies
through push notification, Social Media
Post, Roadblock.
• Engaging in events and leveraging social
media platforms to raise awareness about
secure eSewa usage.
• Live photo for KYC
• Sim bind
• Coordination with investigating
department
• TTR/STR reporting
• Inhouse fraud monitoring system
• PEP and Sanction screening
Examples of Security
and Fraud issues
 Social Media Hack Case:
 OTP Share Case:
Investigating breaches on social media platforms
Investigating of OTP sharing. such as Facebook and Instagram.
 Online Shopping Fraudulent Case:  Device Lost Case:
Uncovering fake advertising on Addressing cases involving lost electronic
platforms like Facebook, devices.
Instagram etc.
 Betting Case/ Gambling Case:
 Fraud on Foreign Employment:
Investigating cases related to illegal betting and
Addressing scams affecting gambling.
individuals seeking foreign employment.
 Document Misuse Case:
Investigating cases involving the misuse of
documents.
 Financial
Consumer
Protection
Encouraging the adoption of digital transactions
involves creating an environment where consumers
feel secure and protected when engaging in online
financial activities.
 Encryption of data

Ensuring Exclusive Access for Authorized

Personnel to Consumer Data
Informed consent
Data
protection Minimization of data collection and
and privacy limitation of retention
Protection of personal data

Clear policy on data collection and data

sharing
 Clear disclosure of terms and condition

Notification of changes in terms of conditions, fees

and rates
Clear and fare message through Blogs, FCM, social
media posts
Disclosure
Training of staff and agents
and
transparency Dedicated, dual toll-free recourse helpline

Time frame for dispute resolution

User-friendly interfaces and menus in app

 Ongoing checks for security systems
and processes
Due diligence of staff and agents

Fraud
Agents’ monitoring and training
prevention
Consumers are encouraged to report
fraudulent activity
Customer due diligence
 Separate department created for
dispute resolutions

Dispute Supervisory authority response to

resolution complaints and queries
mechanisms
Easy to understand, efficient and free
complaints resolution mechanism

Multiple channels to report issues or

file complaints
Handling CUSTOMER SUPPORT
CHANNELS
OPERATIONAL
AUTOMATION
Customer
Grievanc
es

GRIEVANCE
HANDLING PROCESS
 Customer Support Channels

INBOUND CALLS IN-APP SUPPORT SOCIAL MEDIA EMAIL DEDICATED STAFF FOR
(HANDLING QUERIES OMNI-CHANNEL
24/7) PLATFORMS

Note:
To further enhance
efficiency, an auto-
pop feature has
been enabled in
STANDARD PROCEDURES QUALITY REPORTS GRIEVANCE OFFICER DUAL TROLL FREE Inbound Support to
alleviate manual
FOR QUALITY GENERATED REGULARLY, NUMBER efforts, ensuring a
EVALUATION, ENSURING LEADING TO TARGETED more efficient and
GLOBAL STANDARDS. TRAINING SESSIONS prompt service.
Customer Grievance Reduction Activities and Strategy

Regular analysis of Implementation of Conducting customer

grievance patterns for preventive measures feedback surveys for
proactive identification. based on historical data. valuable insights.

Timely communication
Periodic training sessions
with customers on
for staff on grievance
grievance status and
resolution techniques.
resolution.
 Operational
Automation
Streamline operations and elevate the overall
customer experience through implementation
of automated processes such as
• Self-service features
• Manpower management
• Callback policy for missed calls and an
automated response system.
• Automatic ticket generation and
assignment
• Auto reconciliation of merchant
transactions
 Centralized collection of Grievance
Actual Admin Ticket raise
Issues Comprehensive mechanism for issue

Grievanc Reported
escalation, segregation into Level 1, Level
2, and Level 3 with categorization

e
Handling
Process Automated processes for quick resolution.
Appointment of a Grievance Officer with
Resolutio higher authority for escalated grievances.
n Monitoring for timely resolution
Notifying to users regarding resolution
 Grievances Related to Staff

Categories of
Grievances Pro Grievances Related to Products
cess

Grievances Related to Services

 Reporting Procedure:

• Customers encountering staff behavior issues can

contact our dedicated Grievances Officer, through
the provided options in our App.

Grievance Verification Process:

s Related • Grievances Officer will verify reported issues by
to Staff listening to call/email/other recordings.

Resolution Steps:

• Direct reporting to the Head of Department (HOD)

of the concerned department.
• HOD analyzes the staff's track record and takes
necessary actions, following company policy.
 Reporting Procedure:

• Customers facing issues with our App or

Grievance products can contact Grievance Officer

s Related Verification Process:

to
• Grievances Officer verifies reported issues.
Products
Resolution Steps:

• Escalation to the tech support team.

• Ensuring resolution through diligent follow-
ups.
 Reporting Procedure:

• Customers experiencing service-related issues contact CSE

through various channels
• TAT time/escalation matrix has been defined as per urgencies
of issues/services
Grievance
s Related Customer Engagement:

• Grievances Officer engages with the customer, explaining the

to resolution process and convincing them regarding the
timeline.
Services
Resolution Steps:

• For inadvertent customer mistakes (e.g., sending money to

the wrong account), forwarding to the Disputes Resolution
Committee.
• Disputes Resolution Committee:
• Prioritization based on customer impact.
• Seeking temporary or permanent resolutions.
 Major
Grievances and
Resolutions
Mistake Send Money
Customer mistakenly transfers to the wrong eSewa ID with
Actual Issues an incorrect last digit in most of the cases
Reported Cases of hurried transactions without using QR or double Allows user to
verification due to customer hastiness
verify/reconfirm
the recipient while
transferring
money.

Resolved within 2-3 days, following compliance procedures.

Resolution Procedures include informing the receiver through calls and
SMS, obtaining consent, and attempting mutual resolution.

Promotion of QR usage and double verification through staff

education.
Continuous Customer education initiatives on transaction best practices.
Improvement Advocacy for secure transaction methods.
Strategies
Educate customer to verify sender’s Last Name before final
submission.
Mistake Load Money

Actual Issues Reported:

• Customers loading funds into the wrong ID due to Allows user to

copy-paste errors or haste. verify/reconfirm
the source bank
Resolution: account while
using load money
• Collaborative resolution within 5/7 days, involving in eSewa.
banks.
• Customer encouragement to avoid copy-paste
errors during fund loading.

Continuous Improvement Strategies

• Customer education on careful fund loading

practices
• Enhancement in the load money where during the
checkout process, users can see the Masked Name
of the receiver.
 Actual Issues Similar issues as above, contributing to the
Reported overall fund loading challenges.

Collaboration with network providers (NTC

Mistake Resolution and Ncell) for reconciliation.
Advocacy for careful fund top-up practices.
Top-Up

Continuous
Customer education on accurate fund top-up
Improvement
procedures.
Strategies
Flight rescheduling

Actual Issues Reported

• Customer issues related to flight rescheduling.

Resolution

• Manually rescheduling flight by Travel desk

Continuous Improvement Strategies

• Empowering customers to independently handle

their booking adjustments.
• Introduction of self-service options for customers
to manage their bookings
 Consumers Awareness Campaigns

Recommendati Centralized KYC

on
Central depository for information

Others
Thank you