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Création de mécanismes de résolution des plaintes gérés par les associations: Expériences d'AMFIU en Ouganda et du Consortium ALAFIA au Bénin

Jul 18, 2018 | by The SEEP Network

Un mécanisme de résolution des plaintes (MRP), qui peut aussi etre appele mécanisme de recours ou médiation, désigne un système de collecte, de résolution et de réponse aux questions et plaintes des clients, ainsi que l'utilisation des commentaires des clients pour améliorer les produits et les opérations.

L'existence de MRP efficaces, plus faciles, plus rapides et plus abordables que la recherche d'un recours aux tribunaux, est reconnue comme un élément fondamental de la protection des consommateurs et d’un secteur financier responsable.

Ce rapport résume le processus et les approches utilisés, les mécanismes mis en place et les premières leçons tirées des interventions pilotes pour développer et mettre en œuvre un MRP au niveau de l'Association des Institutions de Microfinance en Ouganda (AMFIU) et du Consortium Alafia au Bénin.

Categories: Microfinance Financial Inclusion Consumer Protection Sub-Saharan Africa Financial Security Responsible Finance French Responsible Finance Resource Library SEEP Resource Library Resources

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