On 10th September 2025, CUTS participated during the inception Meeting on the Development of a Standard Mobile Money Agent Training Manual and Digital Financial Services (DFS) Code of Conduct, held at the Radisson Hotel. The meeting brought together key stakeholders from regulatory bodies, financial institutions, mobile network operators, and consumer advocacy groups to deliberate on the need for harmonised guidelines for mobile money agents in Zambia.
The introduction of a standardized agent manual was highlighted as a critical step in ensuring consistency and efficiency across the mobile money sector. Mobile money has rapidly emerged as one of the most widely used channels for financial transactions, especially among unbanked populations. However, the sector’s growth has also revealed gaps in service delivery, compliance, and consumer protection. A unified manual is therefore necessary to provide a reliable reference point for agents, promoting fairness, transparency, and professionalism across all operators and service points.
Discussions emphasised that one of the most significant benefits of standardisation is the improvement of service quality and customer trust. Mobile money agents are the first and often most frequent point of interaction for clients within the financial system. Inconsistent practices or unresolved disputes can weaken public confidence. Clear guidelines on transaction handling, customer service, and grievance resolution were identified as vital tools to enhance consumer confidence and increase the uptake of mobile money services.
Another important aspect discussed was the role of the manual in professionalising and certifying mobile money agents. Currently, many agents operate without structured training, leading to varying levels of competence. Standardised guidelines, supported by structured training and certification, will ensure that agents are adequately prepared to manage both technical and customer-facing functions. Certification will also raise the credibility of agents and create new opportunities for them to expand into other financial inclusion services such as savings, credit, and micro-insurance.
The meeting also underscored the importance of aligning agent practices with regulatory requirements from the Bank of Zambia and the Zambia Information and Communications Technology Authority (ZICTA). Embedding compliance measures into everyday operations was seen as a way to reduce risks of money laundering, fraud, and operational misconduct. Strengthened regulatory compliance is expected to enhance consumer protection while ensuring that digital financial services continue to grow in a safe, transparent, and accountable environment.
Furthermore, participants noted the role of the manual in equipping agents with critical skills in fraud prevention, business management, and customer service. Fraud remains a key threat to the integrity of mobile money services, and the manual will provide agents with tools to identify suspicious transactions, prevent identity theft, and safeguard customer data. In addition, guidance on record keeping, financial literacy, and enterprise management will empower agents to operate more sustainable businesses, which in turn will strengthen the resilience of the overall mobile money ecosystem.
In conclusion, the meeting reaffirmed that the development of a standardized mobile money agent manual and DFS Code of Conduct represents a win–win outcome for all stakeholders. Consumers will benefit from safer and more reliable services, agents will gain professional recognition and capacity, regulators will enjoy improved compliance, and service providers will be able to scale operations more efficiently. The initiative was therefore welcomed as a cornerstone for advancing financial inclusion, strengthening consumer protection, and supporting the sustainable growth of digital financial services in Zambia.