The PIF Code of Conduct (“Code”) provides a set of high-level principles to members and prospective members who, by being or becoming a member, acknowledge that PIF acts as a catalyst for the communication and positioning of the prepaid and fintech sectors.
The Code is designed to be applicable to any country. We recognise that regulation differs from country from country and that certain regulations may preclude full adherence to this Code. In such circumstances local regulation must always prevail.
The Code makes no reference to any other guidance already available and members should seek independent advice in the event of any conflicting views.
By joining PIF, members agree to abide by the PIF Code of Conduct.
Key Principles of the Code
- To promote and demonstrate fairness to the end-user customer
- To operate in a manner compliant with regulations
- To encourage sound business practice
- To maintain the reputation of the industry
Code of Conduct
The Code has been developed around a set of generic statements and three phases of the lifecycle of a prepaid product.
Members should be familiar with and ensure that their programmes fully comply with all relevant local legislation such as conduct of business rules, data protection, advertising standards, consumer protection legislation, regulator instructions around treating customers fairly, data security (PCI-DSS), unfair contract terms rules, e-money regulation and payment service regulation.
Phase 1 – Customer Application for, or Purchase of, a Prepaid Product
- Prepaid products and services should only be targeted at relevant audiences and should positively exclude, where possible, customer segments that are not eligible for the product, e.g. children.
- Customer facing sales material should be clear, consistent, comprehensive, truthful and draw attention to key features of the product including any fees, costs and key conditions, giving the customer a genuine opportunity to see important information before they commit to purchase.
- The application process for customers should be simple, accessible and timely.
- Terms and conditions relating to a prepaid product should be made available to all customers supported by a comprehensive set of FAQs which address all the key issues including consumer protection.
- Programmes should clearly show who the ‘issuer’ of the prepaid product is.
Phase 2 – Usage of Prepaid Products
- Prepaid products should perform as promised in terms of spend and load and customers should be able to check their balance in a convenient manner.
- Customer help should be delivered appropriately for the nature of the product and should be clearly communicated including complaint and dispute resolution procedures.
- Customer complaints should be handled promptly and analysed for root causes with a view to removing them.
Phase 3 – Termination or Closure of the Prepaid Product
- Programmes should not present any unreasonable barriers to closure and should deal promptly with account holder requests.
- Information and consequences of closure (particularly redemption procedures) should be clearly communicated to customers through Terms and Conditions and FAQs.
- Account holder information should be dealt with appropriately including destruction of out of date information in accordance with legislation.
- Programmes should make reasonable commercial efforts to contact customers where a programme is closing.
The information provided in this Code in intended to provide guidance to organisations involved in the development, marketing, distribution and sales of prepaid products and services. While every effort has been made to provide accurate and current information Prepaid International Forum (“PIF”) disclaims all liability and responsibility for any errors or omissions in the content contained in this Code.
The information provide in the Code should not be construed as legal or any other professional advice and no responsibility will be accepted by PIF for any loss incurred by any individual or organisation due to acting or not acting as a result of any content in this Code. On any specific matter reference should be made to an appropriate advisor.
No part of the Code may be reproduced, stored in central retrieval systems or transmitted electronically or otherwise without the prior written consent of PIF.