Zambia launches standardised Mobile Money Agent Training Manual
Date: 2026-05-15
By: Kanto Kai Okanta
The Payments Association of
Zambia, in collaboration with industry stakeholders and partners, has launched
the Standardised Mobile Money Agent Training Manual aimed at improving
professionalism, compliance and consumer protection within the country’s mobile
money sector.
The launch, which took place
on 14 May 2026, marks a key milestone in efforts to strengthen Zambia’s digital
financial ecosystem and enhance trust in digital transactions.
Speaking at the event,
Deputy Governor for Administration at the Bank of Zambia, Rekha Chifuwe Mhango,
who represented Governor Dr. Denny Kalyalya, said the initiative goes beyond
the publication of a document and represents a step toward strengthening the
foundations of trust in Zambia’s digital economy.
She noted that mobile money
agents play a critical role in expanding financial inclusion by bridging policy
objectives with real-world access to financial services, particularly in rural
and underserved communities.
The training manual
introduces a standardised framework for conduct, professionalism, compliance,
customer protection and operational excellence across the mobile money agent
network nationwide.
Authorities emphasized that
professionalising the agent network is essential for safeguarding consumers,
improving service quality and accelerating the adoption of digital financial
services.
The initiative was supported
by key institutions including the Bank of Zambia, the Zambia Information and
Communications Technology Authority, the Pensions and Insurance Authority, the
Securities and Exchange Commission, the Competition and Consumer Protection
Commission, the Financial Intelligence Centre and other industry stakeholders.
The Payments Association of
Zambia stated that the initiative reflects a collective commitment to building
a secure, inclusive and resilient digital financial ecosystem that supports
economic participation for all citizens.
