Rwanda Inspectorate, Competition and Consumer Protection Authority (RICA) has stated that as Rwanda works to become a cashless economy, there is a need for "building trust in the digital marketplace.” In 2017, Rwanda announced to go cashless by 2024.

The call was made as Rwanda joins the rest of the world to celebrate World Consumer Rights Day on Friday, March 15.

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Consumer International (CI) as an umbrella of all consumer rights organisations announces a theme every year, however, a country can modify or decide its theme in line with its priorities.

In Rwanda, the day will be celebrated under the theme "Building Trust in digital marketplace”, which intends to ensure that consumers have confidence in digital transactions.

The theme is in line with "Rwanda’s aspiration for a digital and knowledge-based economy (cashless economy) which intends to accelerate the adoption and use of responsible digital services to every household and translating from cash to the digital transaction,” RICA stated.

The move is underpinned by several policies and strategies including the Rwanda Master Plan (SRMP), Rwanda National Payment System (RNPS), ICT4Com Strategy, and other countries’ policies and strategies aimed at promoting a digitally-driven economy and ensuring consumer trust in the systems have been adopted.

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The strategies are further complemented by the recently established law relating to financial service consumer protection which seeks to increase the transparency of financial services and protection of consumers of financial services.

Building trust in the digital marketplace further builds and complements other campaigns; "Connect Rwanda” which intends to drive smartphone penetration and "Twagiye Cashless” which also seeks to increase access to eased, convenient, accessible, and prompt digital markets services.

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"The day provides an avenue to re-examine different policies and strategies to respond to both consumer and traders’ needs. The celebration provides an opportunity to assess and discuss the challenges associated with digital trade and cashless transactions in general, legal redress available to consumers, and the role of everyone in building trust and confidence in the digital marketplace.”

Damien Ndizeye, Executive Secretary of Association for The Defence of Consumer Right of Rwanda (ADECOR), said while traders, for instance, are encouraged to use technology in business, part of the Rwandan population doesn’t trust the digital marketplace.

"Those who have trust in the digital marketplace are mainly educated people, but not all of them. As we move towards a cashless economy, that trust must be ensured,” he said.

He said campaigns are needed so that banks and other businesses foster the digital market by building trust.

"There is a need for improving internet speed in banks and other digital markets to provide better service delivery. The technology will also reduce long queues of people seeking services in different sectors. So people need to have trust in such digital platforms. People need to have such trust if they transact money from mobile money to banks or vice versa,” he noted.

Responsible AI for consumers

Globally, this year, Consumers International has selected ‘Fair and responsible AI for consumers’ as the theme for World Consumer Rights Day 2024. Last year, it says, breakthroughs in generative AI took the digital world by storm.

Thanks to the release of chatbots that appear to mimic human conversation, millions of consumers are already using generative AI in their daily lives.

Consumers International said that used properly, generative AI could enhance consumer care and improve channels of redress.

However, it warned, that it will also have serious implications for consumer safety and digital fairness.

"With developments taking place at breakneck speed, we must move quickly to ensure a fair and responsible AI future.”

This year, World Consumer Rights Day will highlight concerns like misinformation, privacy violations, and discriminatory practices, as well as how AI-driven platforms can spread false information and perpetuate biases.