The unit of randomization is the individual. There will be three groups of equal size:
• Treatment 1: the legal team within CTDR-U handles the case
• Treatment 2: the respondent will get access to the relevant forms and documentation and will pursue the legal strategy on its own
• A control group of individuals continuing business-as-usual
The target population consists of those who use mobile money technology to complete transactions, such as paying utility or rent bills. We will restrict our sample to Kampala, the capital. In order to construct a representative sample of mobile money users, we will follow three different strategies. First, we will contact the Village Health Team (VHT) and Chairman Local Council (LC1) leaders. VHTs are volunteer community health workers who deliver predominantly health education and preventive services in communities. They have a good knowledge of the communities they serve. They will act as a referral for households in their communities which have encountered a mobile money issue. Chairman Local Council (LC1) also need to be informed of any research going on in their village, they will act as a source of referral after getting their consent. We will survey these households. The fieldworkers will determine eligibility of the cases in the field, using a list of eligible cases determined by CTDR-U. We will ask participants whether they wish to receive legal aid services.
We will start with treatment 1 only in a first stage, because we need to debvelop the material to be delivered in treatment 2 based on the protocol we develop and refine in treatment 1.
We will do paired matching randomization (with Mahalanobis matching). We will match on the baseline outcomes of interest (proportion of disputes resolved, trust in mobile money operators and use of mobile money), geographic indicators (village), and basic demographics (gender, age, income). This paired matching randomization will allow us to address the potential partial compliance that may occur in the treatment group. People might drop out out of the intervention if they deem their disputes too small financially, or when they have to travel to CTDR-U's offices to sign a consent form for legal services. If this drop out happens, we will drop the entire pair to maintain balance between the treatment and control groups.
Second, we will ask the regulator called UCC (Uganda Communications Commission) to refer customers who raise these types of issues to the CTRD-U. UCC has a built-in mechanism to register complaints from customers.
Third, we will deploy a promotional campaign on social media and SMS platform (with geo-restricted posts), with sponsored ads.
In the first method of recruiting, CTDR-U will go towards the client, whereas in the second and third method, the client will come towards CTDR-U. There might be a different success rate for different methods of recruiting. We will first do a pilot to test out the best method of recruiting. If we end up using the three methods, we will stratify by the method of recruiting to make sure there is good balance withing each method.