Consumer Protection eLearning

This eLearning course is aimed at all staff within a UAE bank or other form of Licensed Financial Institution. It provides an overview of the UAE Central Bank’s Consumer Protection Regulation and explains what it means for employees in a richly interactive and compelling manner.

In addition to providing the awareness and core understanding of consumer protection, this module and the end assessment can also be tailored to your firm’s specific code of conduct and business activities.

This module is suitable for anyone who requires an introduction to the UAE Central Bank’s Consumer Protection Regulation and its supporting Consumer Protection Standards.

Course Outline

1. Introduction to Consumer Protection Regulation
   • Why is it important?
   • Purpose of the law and regulation
   • Major regulations that apply in the UAE
     • The regulator
     • The Consumer Protection Regulation
     • The Consumer Protection Standards
       
       
2. Disclosure and Transparency
   • The principle of disclosure and transparency
   • The key requirements of the Consumer Protection Regulation and Standards
   • What it means in practice
   • What does it mean for me?
     
     
3. Protection against fraud and misuse
   • Fraud and identity theft
   • Practical things you can do to protect your firm and consumers
     
     
4. Selling and marketing to consumers
   • The requirements of the Consumer Protection Regulation and supporting Standards
   • Examples of what is, and is not, acceptable
     
     
5. Fair treatment of consumers
   • Suitability assessments
   • Conflicts of interest
   • Practical examples of what you should, and should not do
     
     
6. Financial inclusion
   • People of determination, minority groups and other vulnerable consumers
   • General requirements under the Regulation and Standards
   • Assessing vulnerability
     
     
7. Complaints, breaches and errors
   • Data collection and security
   • Complaints handling processes
   • Breach escalation and error correction
   • Interactive exercises on complaints, breaches and errors
     
     
8. Conclusion and Assessment