Towards an Effective Framework for Financial Literacy and Financial Consumer Protection in Uganda BANK OF UGANDA Towards an Effective Framework for Financial Literacy and Financial Consumer Protection in Uganda Towards an Effective Framework for Financial Literacy and Financial Consumer Protection in Uganda March 2011 3 Towards an Effective Framework for Financial Literacy and Financial Consumer Protection in Uganda 4 Towards an Effective Framework for Financial Literacy and Financial Consumer Protection in Uganda Table of Contents Acronyms.............................................................................................................................................8 Executive Summary .............................................................................................................................9 1. Methodology .................................................................................................................... 12 Limitations ....................................................................................................................................12 Acknowledgements ......................................................................................................................13 2. Background ...................................................................................................................... 14 Uganda’s economic and financial environment ............................................................................14 Defining the terms “financial literacy” and “financial consumer protection” ..............................15 Complementary nature of financial literacy, financial consumer protection, prudential regulation and financial inclusion .................................................................................................17 Importance of improving financial literacy and consumer protection in Uganda – and beneficiaries .................................................................................................................................18 Expected benefits from strengthening financial literacy and financial consumer protection ......20 3. Financial Consumer Protection ......................................................................................... 22 Provisions currently in place – and gaps .......................................................................................22 A framework for improving financial consumer protection in Uganda ........................................24 Monitoring and enforcement .......................................................................................................26 Obtaining market intelligence.......................................................................................................27 Building the capacity of consumer organisations .........................................................................27 Clear, fair and timely disclosure of information ............................................................................27 Effective interest rates or total cost of credit ...........................................................................28 Key facts documents ................................................................................................................29 Standard contract terms ..........................................................................................................31 Post-sales disclosures ...............................................................................................................31 Marketing materials, advertisements and other consumer communications .........................31 Providers to disclose the name of their regulator....................................................................32 Unfair, deceptive or aggressive practices .................................................................................32 Acting in the best interests of consumers ................................................................................32 Reckless lending .......................................................................................................................32 Suitable advice .........................................................................................................................32 Best execution ..........................................................................................................................33 Conditional sales ......................................................................................................................33 Cooling off period ....................................................................................................................34 Complaints handling ................................................................................................................35 Training, competence and supervision ....................................................................................36 Credit Reference Bureau ..........................................................................................................37 Fraud prevention database for the insurance industry ............................................................37 Depositor and policyholder protection ....................................................................................38 Tier 4 institutions .....................................................................................................................38 5 Towards an Effective Framework for Financial Literacy and Financial Consumer Protection in Uganda 4. Financial Literacy .............................................................................................................. 40 What has been done so far ...........................................................................................................40 Challenges .....................................................................................................................................43 Rationale for a national strategy on financial literacy ..................................................................43 Developing, and keeping under review, a national strategy on financial literacy .........................44 A framework for improving financial literacy in Uganda ..............................................................45 A. General ................................................................................................................................45 Working in partnership ........................................................................................................45 Leadership and co-ordination .............................................................................................45 Developing a communications strategy for financial literacy stakeholders .........................47 A national survey on financial literacy .................................................................................48 Insights from behavioural economics ..................................................................................49 Learning from other sectors ................................................................................................50 Using a broad range of methods and channels ...................................................................50 What issues should financial literacy programmes cover? ..................................................50 Prioritising ...........................................................................................................................51 Taking advantage of teachable moments ............................................................................52 Consumer testing of proposed initiatives and materials .....................................................52 Role of financial services providers .....................................................................................53 Learning from other countries’ experiences .......................................................................53 Monitoring and evaluation ..................................................................................................53 Creating a brand ..................................................................................................................54 B. Financial education in schools .............................................................................................54 C. Improving the financial literacy of young adults ..................................................................57 D. Outreach programmes .........................................................................................................57 E. Use of radio, television and other media .............................................................................59 F. Drama, role plays, exhibitions, etc ........................................................................................60 G. Developing a range of consumer publications and a consumer website.............................61 H. Financial education in workplaces .......................................................................................62 I. Publication of comparative information about financial services and products ...................63 J. Costs .....................................................................................................................................63 K. Cost-effectiveness ................................................................................................................64