Gabon launches new mediation system

Gabon has introduced a free mediation mechanism called the "National Financial Mediation" to help resolve conflicts between customers and financial professionals. The system was officially launched on Monday, October 26, in Libreville, with the goal of protecting consumers and improving relationships with financial institutions.

Scope of the mediation system

The mediation system covers three categories of financial actors: credit, microfinance, and payment institutions; insurance companies; and financial market intermediaries. It provides a free and confidential way for customers to seek resolution, ensuring their rights are respected.

Governance of the mediation system

The system is organized by the National Economic and Financial Committee (CNEF) and overseen by different bodies depending on the sector. The Central African Banking Commission (COBAC) supervises credit, microfinance, and payment institutions, while the African Inter-Insurance Market Conference (CIMA) handles insurance, and the Central African Financial Market Supervisory Commission (COSUMAF) oversees financial market intermediaries.

Process and limitations of mediation

The mediation process begins after a customer files a complaint with the relevant financial institution. It aims to find a solution through dialogue without necessarily going to court. However, it does not cover disputes related to the commercial policies of the institutions involved.

Role of the mediator

Axcèle Saturnin Kissangou-Mouele was appointed as the mediator for a three-year renewable term. His role includes examining disputes, assisting both parties in reaching an agreement, and ensuring the process remains independent and impartial. He does not act as a judge or arbitrator and focuses on facilitating dialogue.

Background of the mediator

Axcèle Saturnin Kissangou-Mouele has a strong background in finance and digital infrastructure. He previously held leadership roles at BGFIBank and led the Society for the Development of Digital Infrastructure (SPIN), which works on improving the country’s digital infrastructure and reducing the digital divide.

Success factors and evaluation

The effectiveness of the mediation system will depend on how widely it is used by customers, the cooperation of financial institutions, and the follow-up on proposed solutions. Metrics such as the number of cases handled, processing times, and outcomes will help assess the system's impact on resolving disputes and improving customer-professional relations.