Are e/m-banking products delivered transparently? Does the client know about the fees being charged from him? Is he provided with counterfoils after the transaction? Are complaints settled to his satisfaction? The questions are a reflection of the potential risks in e/m-banking in spite of it being in the interest of clients. That's where the client protection principles play a pivotal role as a safeguard against such malpractices. In this video, Kate McKee, Senior Advisor, CGAP offers her insights on the subject.