As digital financial services become embedded in everyday commerce, the urgency of responsible finance has never been greater. New technologies promise speed, convenience, and scale; yet for many small businesses and low-income consumers, they also bring heightened risks. Research from CGAP, CFI, and others reveals troubling patterns: 27% of digital finance users report experiencing fraud, hidden fees, or poor service; in low-income segments, 60% of complaints involve unauthorized transactions, and 30% involve unexpected charges. For micro and small enterprises (MSEs), these risks are compounded by products ill-suited to their cash flow realities, leading to repayment struggles, asset sales, and long-term erosion of financial health.
The more SMEs use digital finance, the greater their exposure: in São Paulo, 39% of men and 28% of women reported negative experiences in the past year; in Delhi, fraud cases linked to UPI scams highlight gaps in recourse and redress. Across markets, entrepreneurs cite scams, unexpected penalties, poor treatment by providers, aggressive sales tactics, and the absence of responsive customer support as key pain points.
This roundtable will explore how to embed consumer protection into the DNA of digital finance, from transparent product design to effective grievance mechanisms so that technology drives inclusion rather than exploitation. Leaders from finance, policy, and technology will discuss how responsible finance principles can mitigate fraud, improve customer care, and rebuild trust, enabling SMEs to thrive in a safer, more equitable digital economy.
