All Publications
Core Indicators to Measure Financial Health and Inclusion
The aim of this guidance is to facilitate the processes of target setting, action plan design and reporting for banks that have chosen financial health and/or financial inclusion as one of their areas of significant impact.
Customer-Centric and Responsible Digital Credit Solutions for Urban and Rural Non-farm Entrepreneurs and Smallholder Farmers
This analysis of digital credit users in India, Indonesia, and Kenya assesses the impact of digital credit on their financial health.
Kenya: A Financial Consumer Protection & Debt Policy Review
This publication looks at the consumer landing landscape for the poor and makes financial inclusion, financial consumer protection, and financial literacy-related suggestions to the Kenyan Government.
Consumer Advisory Panels
This paper synthesizes desk research and in-depth discussions with consumer advisory panel representatives around the world.
Trapped in the Service of Debt: How the Burdens of Repayment Are Fueling the Health Poverty Trap in Rural Cambodia
This Cambodia-focused report evidences how household debt is manifesting as a public health crisis that is fueling the health poverty trap in rural Cambodia.
Analysis of Peru’s Financial Consumer Listening Mechanisms
This slide deck presents the findings of research commissioned by CGAP as part of its work on empowering market conduct authorities and other stakeholders to monitor consumer risks and elevating collective consumers’ voice.
Customer Outcomes-Based Approach to Consumer Protection: A Guide to Measuring Outcomes
This reading deck summarizes lessons from a pilot exercise that involved the Financial Sector Conduct Authority (FSCA) and five FSPs in South Africa focused on measuring intermediate customer outcomes from a supervisory perspective.
Building Cyber Resilience for Digital Financial Inclusion and Innovation
The Cyber Resilience Toolkit provides a guide to strengthening cybersecurity and effectively handling cyber incidents for financial service providers.
Responsible Social Protection: Lessons From COVID-19 Digital Cash Transfers
This publication uncovers consumer risks arising from the rapidly digitizing G2P programs aimed at the most vulnerable in society, most of whom have no prior experience with digital technology or the formal financial system.
Translating Digital Credit Transaction Data Into Consumer Protection Supervision
This toolkit is aimed at addressing the opportunities and challenges of using digital credit transaction data for consumer protection market monitoring.