Regulations Concerning the Licensing and Operations of Electronic Payment Services in Liberia 17.0 COMPLIANCE/AML/CFT 17.1 All e-payment service providers are required to fully comply with the Central Bank’s Regulation No. CBL/RSD/004/2017, concerning AML/CFT Regulations for Financial Institutions in Liberia. 17.2 All e-payment service providers shall identify an ICT compliance officer whose responsibilities shall include compliance with standards contained in these regulations as well as the Financial Institutions’ policies on ICT. 17.3 All e-payment service providers should adopt a risk-based ML/TF compliance and internal audit programs. 18.0 CONSUMER PROTECTION 18.1 All e-payment service providers shall adhere to the revised Consumer Protection and Market Conduct Regulation, Regulations No. CBL/RSD/004/2017; 18.2 All e-payment service providers shall ensure that customers using the various-payment channels have understood the general features of the p r o d u c t o r schemes and the charges and fees; 18.3 Customers applying for all E-products must acknowledge their understanding and acceptance of the terms of the product with their signature or alternative unique identifier such as a fingerprint; 18.4 The contract shall clearly identify the Customer and the Authorized Institution that is providing the Service and state the sanctions and penalties to be applied to clients that may violate the terms and conditions of the contract; 18.5 All e-payment service providers shall maintain a functional dispute and complaints resolution desk which shall be equipped to receive complaints and clearly provide speedy resolution of complaints and disputes that may arise between clients and clients, or the providers and clients; 18.6 The complainants shall have recourse to the Customer Protection Unit, Central Bank of Liberia if they are dissatisfied with the resolution of the decision; 18.7 All e-payment service providers shall provide customer education/awareness programs which should include messages, alerts, warnings on their platforms as well as other social media platforms as the case maybe. 14