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[]
["DOCUMENTS FOR VERIFICATION\nSPI AUDIT "]
[{"$nulls":8},"at 09-18-2023"]
[]
["DOCUMENT","AREA","Dimension","Standard","Essential Practice","Checked ","Comments (in italics, advice for SPI users/ Users can add their own comments on accessibility of information)"]
["Business Plan and Financial Projections (next 3/5 years)","Executive management","D1","1A","1A1","Y/N/Not avail."]
[null,null,"D1","1A","1A2","Y/N/Not avail."]
[null,null,"D3","3B","3B2","Y/N/Not avail."]
[null,null,"D2","2A","2A5","Y/N/Not avail."]
[null,null,"D2","2B","2B1","Y/N/Not avail."]
[null,null,"D6","6A","6A1","Y/N/Not avail."]
[null,null,"D7","7A","7A1","Y/N/Not avail."]
["Annual report","Executive management","D1","1A","1A1","Y/N/Not avail."]
[null,null,"D1","1A","1A2","Y/N/Not avail."]
[null,null,"D1","1B","1B1","Y/N/Not avail."]
[null,null,"D6","6C","6C2","Y/N/Not avail."]
[null,null,"D7","7A","7A2","Y/N/Not avail."]
[null,null,"D7","7B","7B1","Y/N/Not avail."]
[null,null,"D7","7C","7C2","Y/N/Not avail."]
["Board minutes","Executive management","D1","1A","1A1","Y/N/Not avail."]
[null,null,"D2","2A","2A1","Y/N/Not avail."]
[null,null,"D2","2A","2A2","Y/N/Not avail."]
[null,null,"D2","2A","2A3","Y/N/Not avail."]
[null,null,"D2","2A","2A4","Y/N/Not avail."]
[null,null,"D2","2A","2A5","Y/N/Not avail."]
[null,null,"D2","2B","2B2","Y/N/Not avail."]
[null,null,"D5","5A","5A2","Y/N/Not avail."]
[null,null,"D6","6A","6A1","Y/N/Not avail."]
[null,null,"D6","6A","6A2","Y/N/Not avail."]
[null,null,"D7","7A","7A1","Y/N/Not avail."]
[null,null,"D7","7A","7A3","Y/N/Not avail."]
["Reports on clients' complaints","Internal audit/ Risk Management","D1","1A","1A1","Y/N/Not avail."]
[null,null,"D3","3A","3A3","Y/N/Not avail."]
[null,null,"D4","4E","4E2","Y/N/Not avail."]
[null,null,"D4","4E","4E3","Y/N/Not avail."]
["Code of conduct / Code of ethics / Staff book of rules","Human resources","D1","1A","1A1","Y/N/Not avail."]
[null,null,"D4","4C","4C1","Y/N/Not avail."]
[null,null,"D4","4C","4C3","Y/N/Not avail."]
[null,null,"D5","5A","5A1","Y/N/Not avail."]
["Outcomes data / reports","Market research/Product Development Manager","D1","1A","1A1","Y/N/Not avail."]
[null,null,"D1","1B","1B1","Y/N/Not avail."]
[null,null,"D1","1B","1B2","Y/N/Not avail."]
["Clients' satisfaction survey","Market research/Product Development Manager","D1","1A","1A1","Y/N/Not avail."]
[null,null,"D1","1B","1B1","Y/N/Not avail."]
[null,null,"D3","3A","3A3","Y/N/Not avail."]
[null,null,"D3","3B","3B4","Y/N/Not avail."]
["Operational plan","Executive management","D1","1A","1A2","Y/N/Not avail."]
[null,null,"D2","2B","2B1","Y/N/Not avail."]
[null,null,"D6","6A","6A1","Y/N/Not avail."]
[null,null,"D7","7A","7A1","Y/N/Not avail."]
["SP dashboards (for board, for other depts)","Executive management","D1","1A","1A2","Y/N/Not avail."]
["Job descriptions","Human resources","D1","1B","1B1","Y/N/Not avail."]
[null,null,"D7","7A","7A3","Y/N/Not avail."]
["Data protocols","Human resources","D1","1B","1B1","Y/N/Not avail."]
["Training materials for staff","Human resources","D1","1B","1B1","Y/N/Not avail."]
[null,null,"D4","4A","4A1","Y/N/Not avail."]
[null,null,"D4","4B","4B1","Y/N/Not avail."]
[null,null,"D4","4C","4C1","Y/N/Not avail."]
[null,null,"D5","5B","5B1","Y/N/Not avail."]
[null,null,"D5","5C","5C2","Y/N/Not avail."]
[null,null,"D7","7A","7A3","Y/N/Not avail."]
["Loan application forms","Operations","D1","1B","1B1","Y/N/Not avail."]
[null,null,"D3","3B","3B3","Y/N/Not avail."]
[null,null,"D4","4A","4A1","Y/N/Not avail."]
[null,null,"D4","4B","4B1","Y/N/Not avail."]
[null,null,"D4","4D","4D2","Y/N/Not avail."]
[null,null,"D7","7B","7B2","Y/N/Not avail."]
["Social rating, Social audit, CP certification or other Evaluation reports (if available)","Executive management","all dimensions","all standards","All essential practices","Y/N/Not avail.","Very useful for overall verification/validation"]
["Staff meeting agenda / notes","Operations","D1","1B","1B3","Y/N/Not avail."]
["ToR for board SEPM committee or SEPM champion","Executive management","D2","2A","2A1","Y/N/Not avail."]
["Profile (short CV) of Board of Directors' members","Executive management","D2","2A","2A1","Y/N/Not avail."]
["Orientation materials for new Board members","Executive management","D2","2A","2A2","Y/N/Not avail."]
["Staff satisfaction surveys","Human Resources","D2","2A","2A3","Y/N/Not avail."]
[null,null,"D5","5B","5B2","Y/N/Not avail."]
["Staff exit surveys / reports","Human resources","D2","2A","2A3","Y/N/Not avail."]
["CEO evaluation","Executive management","D2","2A","2A4","Y/N/Not avail."]
["Incentive policy (Staff Incentive scheme detailed description)","Human Resources","D2","2A","2A4","Y/N/Not avail."]
[null,null,"D4","4C","4C2","Y/N/Not avail."]
[null,null,"D5","5C","5C3","Y/N/Not avail."]
["Staff performance appraisal template","Human Resources","D2","2A","2A4","Y/N/Not avail.","Also check some sample of filled template/qualitative appraisal of staff"]
[null,null,"D2","2B","2B1","Y/N/Not avail."]
[null,null,"D5","5C","5C3","Y/N/Not avail."]
["HR policy / manual","Human Resources","D2","2B","2B1","Y/N/Not avail."]
[null,null,"D4","4C","4C1","Y/N/Not avail."]
[null,null,"D5","5A","5A1","Y/N/Not avail."]
[null,null,"D5","5A","5A2","Y/N/Not avail."]
[null,null,"D5","5A","5A3","Y/N/Not avail."]
[null,null,"D5","5B","5B1","Y/N/Not avail."]
[null,null,"D5","5B","5B2","Y/N/Not avail."]
[null,null,"D5","5C","5C1","Y/N/Not avail."]
[null,null,"D5","5C","5C2","Y/N/Not avail."]
[null,null,"D5","5C","5C3","Y/N/Not avail."]
[null,null,"D7","7A","7A3","Y/N/Not avail."]
["Management reports","Operations","D2","2B","2B2","Y/N/Not avail."]
[null,null,"D2","3A","3A2","Y/N/Not avail."]
[null,null,"D6","6A","6A1","Y/N/Not avail."]
[null,null,"D6","6A","6A2","Y/N/Not avail."]
[null,null,"D7","7A","7A2","Y/N/Not avail."]
[null,null,"D7","7A","7A3","Y/N/Not avail."]
[null,null,"D7","7B","7B1","Y/N/Not avail."]
[null,null,"D7","7B","7B3","Y/N/Not avail."]
["Internal audit questionnaire/checklist used for client field visits","Internal audit/ Risk Management","D2","2B","2B2","Y/N/Not avail."]
[null,null,"D4","4C","4C2","Y/N/Not avail."]
["Internal audit / compliance / risk reports\n","Internal audit/ Risk Management","D2","2B","2B2","Y/N/Not avail."]
[null,null,"D4","4D","4D1","Y/N/Not avail."]
["Market surveys/ Market research reports","Market research/Product Development Manager","D3","3A","3A1","Y/N/Not avail."]
[null,null,"D3","3B","3B4","Y/N/Not avail."]
[null,null,"D4","4E","4E1","Y/N/Not avail."]
[null,null,"D6","6A","6A1","Y/N/Not avail."]
[null,null,"D7","7B","7B3","Y/N/Not avail."]
[null,null,"D7","7C","7C1","Y/N/Not avail."]
["Product descriptions","Operations","D3                ","3A","3A1","Y/N/Not avail."]
[null,null,"D3","3B","3B2","Y/N/Not avail."]
[null,null,"D3","3B","3B3","Y/N/Not avail."]
[null,null,"D3","3B","3B4","Y/N/Not avail."]
[null,null,"D3","3B","3B5","Y/N/Not avail."]
[null,null,"D4","4B","4B1","Y/N/Not avail."]
[null,null,"D6","6B","6B1","Y/N/Not avail."]
[null,null,"D6","6B","6B2","Y/N/Not avail."]
[null,null,"D7","7C","7C1","Y/N/Not avail."]
["Pilot test report","Market research/Product Development Manager","D3","3A","3A1","Y/N/Not avail."]
["Portfolio reports / transaction reports","Operations","D3","3A","3A2","Y/N/Not avail."]
[null,null,"D4","4A","4A2","Y/N/Not avail."]
[null,null,"D6","6A","6A2","Y/N/Not avail."]
["Client exit / drop-out survey and reports","Market research/Product Development Manager","D3","3A","3A3","Y/N/Not avail."]
["Product development policy","Market research/Product Development Manager","D3","3B","3B1","Y/N/Not avail."]
["Product suitability policy","Market research/Product Development Manager","D3","3B","3B1","Y/N/Not avail."]
["Organizational chart","Executive management","D3","3B","3B1","Y/N/Not avail."]
["Product manuals","Operations","D3","3B","3B2","Y/N/Not avail."]
[null,null,"D3","3B","3B4","Y/N/Not avail."]
[null,null,"D3","3B","3B5","Y/N/Not avail."]
["Marketing materials for products","Operations","D3","3B","3B2","Y/N/Not avail.","One can cross-check marketing material to see to what extent it reports real/transparent/\"not too aggressive\" information"]
[null,null,"D4","4B","4B1","Y/N/Not avail."]
[null,null,"D4","4B","4B2","Y/N/Not avail."]
[null,null,"D6","6B","6B1","Y/N/Not avail."]
[null,null,"D7","7C","7C1","Y/N/Not avail."]
["Sample of client repayment schedules","Operations","D4","4B","4B1","Y/N/Not avail."]
[null,null,"D6","6B","6B1","Y/N/Not avail.","To see if interest is clearly separated, fees are indicated, APR disclosed "]
["Credit manual","Operations","D3","3B","3B3","Y/N/Not avail."]
[null,null,"D3","3B","3B5","Y/N/Not avail."]
[null,null,"D4","4A","4A1","Y/N/Not avail."]
[null,null,"D5","4A","4A2","Y/N/Not avail."]
[null,null,"D6","4B","4B2","Y/N/Not avail."]
[null,null,"D7","4C","4C3","Y/N/Not avail."]
[null,null,"D5","5C","5C2","Y/N/Not avail."]
[null,null,"D6","6B","6B1","Y/N/Not avail."]
[null,null,"D6","6B","6B2","Y/N/Not avail."]
[null,null,"D7","7B","7B2","Y/N/Not avail."]
[null,null,"D7","7C","7C1","Y/N/Not avail."]
["Classification of risks for the portfolio","Operations","D3","3B","3B3","Y/N/Not avail."]
["Insurance monitoring reports","Operations","D3","3B","3B3","Y/N/Not avail."]
["Training and/or awareness materials for clients/documents on products for clients","Operations","D3","3B","3B5","Y/N/Not avail."]
[null,null,"D7","7C","7C2","Y/N/Not avail."]
["Credit bureau process","Operations","D4","4A","4A1","Y/N/Not avail."]
["Sample of client files","Operations","D4","4A","4A1","Y/N/Not avail."]
[null,null,"D4","4B","4B1","Y/N/Not avail."]
[null,null,"D4","4D","4D2","Y/N/Not avail."]
["Restructuring/rescheduling/refinancing policy","Operations","D4","4A","4A1","Y/N/Not avail."]
[null,null,"D4","4A","4A2","Y/N/Not avail."]
[null,null,"D4","4C","4C3","Y/N/Not avail."]
["Report on algorithm's effectiveness","Operations","D4","4A","4A1","Y/N/Not avail."]
["Loan contract","Operations","D4","4B","4B1","Y/N/Not avail."]
[null,null,"D4","4B","4B2","Y/N/Not avail."]
[null,null,"D4","4D","4D2","Y/N/Not avail."]
[null,null,"D6","6B","6B2","Y/N/Not avail."]
["Key fact document","Operations","D4","4B","4B1","Y/N/Not avail."]
["Contract/agreement/MOU with third party provider/agents","Operations","D4","4B","4B1","Y/N/Not avail."]
[null,null,"D4","4B","4B2","Y/N/Not avail."]
[null,null,"D4","4C","4C1","Y/N/Not avail."]
[null,null,"D4","4D","4D1","Y/N/Not avail."]
["Savings contract","Operations","D4","4B","4B1","Y/N/Not avail."]
[null,null,"D6","6B","6B2","Y/N/Not avail."]
["Insurance contract and any insurance document provided to clients","Operations","D4","4B","4B1","Y/N/Not avail."]
["Report on clients' insurance claims","Operations","D4","4B","4B1","Y/N/Not avail."]
["Staff sanction policy","Human Resources","D4","4C","4C1","Y/N/Not avail."]
["Non-discrimination policy","Human resources","D4","4C","4C1","Y/N/Not avail."]
["Collections policy","Operations","D4","4C","4C1","Y/N/Not avail."]
[null,null,"D4","4C","4C2","Y/N/Not avail."]
["Internal audit manual","Internal audit/ Risk Management","D4","4C","4C2","Y/N/Not avail."]
[null,null,"D7","7A","7A1","Y/N/Not avail."]
["Privacy policy","Operations","D4","4D","4D1","Y/N/Not avail."]
["IT/MIS policy and procedures (including security systems and back-up policy)","Information Management","D4","4D","4D1","Y/N/Not avail."]
["IT annual plan","Information Management","D4","4D","4D1","Y/N/Not avail."]
["Client consent form","Operations","D4","4D","4D2","Y/N/Not avail."]
["Complaints resolution policy and procedures","Internal audit/ Risk Management","D4","4E","4E1","Y/N/Not avail."]
[null,null,"D4","4E","4E2","Y/N/Not avail."]
[null,null,"D4","4E","4E3","Y/N/Not avail."]
["HR Reports","Human Resources","D5","5A","5A1","Y/N/Not avail."]
[null,null,"D5","5A","5A2","Y/N/Not avail."]
[null,null,"D6","6A","6A2","Y/N/Not avail."]
["Salary scale and payroll","Human Resources","D5","5A","5A1","Y/N/Not avail."]
["Health and safety risk report","Internal audit/ Risk Management","D5","5A","5A3","Y/N/Not avail."]
["Sample of staff contract","Human resources","D5","5B","5B1","Y/N/Not avail."]
["Induction training for new staff","Human Resources","D1","1B","1B1","Y/N/Not avail."]
[null,null,"D5","5B","5B1","Y/N/Not avail."]
[null,null,"D5","5C","5C2","Y/N/Not avail."]
["List of staff training and Staff training plan (current and past year)","Human Resources","D5","5B","5B1","Y/N/Not avail."]
[null,null,"D5","5C","5C2","Y/N/Not avail."]
[null,null,"D7","7A","7A3","Y/N/Not avail."]
["Interview format for recruitment","Human Resources","D5","5C","5C1","Y/N/Not avail."]
["Employee files","Human Resources","D5","5C","5C1","Y/N/Not avail."]
[null,null,"D5","5C","5C2","Y/N/Not avail."]
[null,null,"D5","5C","5C3","Y/N/Not avail."]
["Group training material","Human Resources","D5","5C","5C2","Y/N/Not avail."]
["Credit bureau reports","Operations","D6","6A","6A1","Y/N/Not avail."]
["Internal audit reports","Internal audit/ Risk Management","D6","6A","6A2","Y/N/Not avail."]
["Business intelligence reports","Operations","D6","6A","6A2","Y/N/Not avail."]
["SEPM or CP reports","Operations","D6","6A","6A2","Y/N/Not avail."]
["Training reports","Human Resources","D6","6A","6A2","Y/N/Not avail."]
["Pricing policy","Operations","D6","6B","6B1","Y/N/Not avail."]
["Audited financial statements","Executive management","D6","6B","6B3","Y/N/Not avail."]
[null,null,"D6","6C","6C2","Y/N/Not avail."]
["Provisioning policy","Executive management","D6","6B","6B3","Y/N/Not avail."]
["Shareholders agreement and Investor covenants","Executive management","D6","6B","6B3","Y/N/Not avail."]
[null,null,"D6","6C","6C1","Y/N/Not avail."]
["Policy on dividends","Executive management","D6","6C","6C2","Y/N/Not avail."]
["Carbon audit / evaluations","Operations","D7","7A","7A2","Y/N/Not avail."]
[null,null,"D7","7B","7B1","Y/N/Not avail."]
["Risk procedures / Risk mapping","Internal audit/ Risk Management","D7","7B","7B1","Y/N/Not avail."]
[null,null,"D7","7B","7B2","Y/N/Not avail."]
["Disaster contingency plan","Executive management","D7","7B","7B1","Y/N/Not avail."]
["Portfolio segmentation by level of risks","Operations","D7","7B","7B2","Y/N/Not avail."]
["Environmental taxonomy used","Operations","D7","7B","7B3","Y/N/Not avail."]
["Partnerships agreements","Operations","D7","7C","7C1","Y/N/Not avail."]
[null,null,"D7","7C","7C2","Y/N/Not avail."]
["Purchase orders to providers of green technologies","Operations","D7","7C","7C1","Y/N/Not avail."]
["Profile (short CV) of Board of Directors' members / Board composition","Executive management","D2","2A","2A1","Y/N/Not avail.","For Board composition and experience in SP"]
["CEO/MD evaluation","Executive management","D2","2A","2A4","Y/N/Not avail."]
["Credit committee minutes","Operations/ Product Management","D4","4a","4A1","Y/N/Not avail."]
["APRs for a range of the main products*","Operations/ Product Management","D6","6B","6B1","Y/N/Not avail."]

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["INTERVIEWS FOR VERIFICATION\nSPI AUDIT",{"$nulls":5},"at 09-18-2023"]
["INTERVIEWEE","Dimension","Standard","Key qualitative questions to conduct the interviews","Comments"]
["Board members","D1","1A,1B","What is the mission of the FSP? What are the main social goals? Are they translated into specific targets? \nWho are your target clients, the strategy to reach them, and the benefits you want to produce?"]
[null,"D2","2A","Did you ever receive a training on client protection standards and/or social & environmental performance management?"]
[null,"D2","2A","Did you receive any orientation on the social mission and goals and the board’s responsibilities related to the SEPM of the FSP?"]
[null,"D2","2A","Do you sign a code of ethics/conduct or charter at the start in a promise to uphold social values?"]
[null,"D2","2A","Do you review social & environmental performance data? (e.g. mission compliance, performance results, HR policy, staff satisfaction levels, social performance related risks, growth, profit allocatio, etc.). Does the board use this informationfor strategic guidance and does the Board take corrective actions? Be specific and provide examples. "]
[null,"D2","2A","What kind of data related to the clients, outcomes to clients, and CP do you receive? On what timeframe do you receive these data e.g. quarterly, annually? E.g. customer complaints, customer satisfaction, reasons for customer exit, etc. How do you use it? "]
[null,"D2","2A","How is the CEOs position/performance reviewed/evaluated and on what what targets? What is the data taken into account when reviewing his/her performance?\nWhat about other senior management? \nDo you evaluate whether the spread in compensation between senior management and field employees is consistent with the provider’s social goals and commitment to treat employees responsibly? Do you compare it to similar providers in your market?"]
[null,"D2","2A","During times of crisis or stitutional growth and change (in legal form, ownership, leadership, target clients, products), do you use client-level or employee data to prevent mission drift and protect/support employees/clients?"]
[null,"D4","Overview on client protection ","Are you familiar with the Clients Protection Principles? How responsibly do you think clients are treated? Did the board review and approve the provider Code of Conduct? Do you see any weaknesses in terms of CP practices?"]
[null,"D5","5A","Do you monitor employee data by gender and job position to check that men and women are equally represented at different levels of the organization? How do you monitor that? Are there reports provided by HR?"]
[null,"D5","5B","Do you have access to reports or data related to staff satisfaction, staff exits, staff grievances? Is  it discussed at Board level? Do you have an example of corrective action that was taken following such a discussion?"]
[null,"D6","6A","How does the Board influence the growth targets that are established for the FSP – are the targets built from bottom up or top down? If the Board is involved, which criteria are taken into consideration when setting the targets to ensure that targets are sustainable?"]
[null,"D6","6A","What type of data does the Board review to understand the FSP's place within its country context? E.g., on competitors’ pricing, market saturation, client over-indebtedness, multiple borrowing, etc. "]
[null,"D6","6B","How does the FSP set its price – what role does the Board play or is this all at the operational level?"]
[null,"D6","6C","Does the FSP have clear policies on your desired level of returns and on how profits will be used? Does the board monitor if the pricing policy is in line with policy on returns?"]
[null,"D7","7A","Do you monitor that the FPS's operations are aligned with national and international laws and regulations on environmental protection?"]
[null,"D7","7A","Does the Board make strategic decisions based on the monitoring of environmental performance data? Give examples of decisions."]
["Managing Director/ CEO","D1","1A, 1B","- Review mission and social goals of the provider. What is the mission of the FSP? What are the main social goals? Are they translated into specific targets? \n- Who are your target clients, the strategy to reach them, and the benefits you want to produce? the mission of the FI? What are the main social goals? Are they translated into specific targets?\n- Do you know whether you are achieving your social goals? What information on clients do you have access to and how do you use it? What information on SEPM and CP do you send to the Board? "]
[null,"D2","2A","What is the composition of the Board of Directors (number of members, profile, gender, etc)? Is there an effective SEP committee within the Board?  "]
[null,"D2","2A","Did the FSP provide to the Board any orientation on the social mission and goals and the board’s responsibilities related to the SEPM of the FSP?"]
[null,"D2","2A","Does the board review social performance data and use it for strategic guidance? (e.g. mission compliance, performance results, HR policy, social performance related risks, client protection practices, growth, and profit allocation). Be specific and provide examples. "]
[null,"D2","2A","How do you monitor the implementation of the provider's strategy for achieving its social goals?"]
[null,"D2","2A","How do you evaluate the performance of senior managers and on what what targets? What is the data taken into account when reviewing their performance?"]
[null,"D2","2B","Do you analyze and assess SEP and client-level risks? If yes, which ones (e.g. client protection, outcomes, decent work conditiions)? And epxlain how, on what frequency, etc. "]
[null,"D3","3B","In the FI's budget, is there a specific line dedicated to product development, market research, and/or listening to clients' feedback? Is there a team dedicated to those topics? Please explain. "]
[null,"D3","3B","How do you ensure that producs are designed to benefit clients' need and are in line with the institutional goals of the FSP? What are the types of products that you propose to ensure financial inclusion of your target clients? "]
[null,"D4","4A","How do you assess the risk of over indebtedness in your areas of operation? What are the main policies in place to prevent the risk?"]
[null,"D4","4A","How is overindebtedded monitored? (in market and external factors, eg saturation of market)"]
[null,"D4","4B","How do you ensure that conditions are effectively communicated to your clients? How do assess the level of transparency of the conditions of your products? "]
[null,"D4","4C","Are there any formalized policies on how to treat clients?  Is there a Code of Conduct? "]
[null,"D4","4D","Is there a formalized privacy policy? "]
[null,"D4","4E","Is there a formalized mechanism for cleints' complaints resolution?"]
[null,"D5","5A","Do you monitor employee data by gender and job position to check that men and women are equally represented at different levels of the organization? How do you monitor that? Are there reports provided by HR?"]
[null,"D5","5A","Are there annual health and safety checks and audits? When was the last one conducted?"]
[null,"D5","5B","How do you monitor staff satisfaction? Is there a formal grievance resolution system for staff that allows employees to raise workplace concerns (e.g., sexual harassment) in a confidential manner?"]
[null,"D6","6A","Balance social and financial performance. Does the provider set any growth target ? If yes, What is taken into consideration when setting target growth rates (EXTERNAL: demand, market research, market potential, saturation, infrastructure?) (INTERNAL: resources, MIS quality, capacity to manage risk, client satisfaction with customer service)"]
[null,"D6","6A","How is growth and internal capacity monitored to ensure capacity is keeping pace with growth?"]
[null,"D6","6B","How do you balance profitability targets with clients well being?"]
[null,"D6","6C","Do you have clear policies on your desired level of returns and on how profits will be used? Do you monitor if the pricing policy is in line with policy on returns?"]
[null,"D6","6C","What is your funding strategy? Is the funding strategy aligned with the provider’s social goals and stage of development?"]
[null,"D6","6C","What are the risk policies protect the liabilities the provider has to its clients (e.g., savings, cash collateral, and insurance claims)?"]
[null,"D6","6C","Is there a policy in place that defines the guidelines and use of profits when organization reaches sustainability?"]
[null,"D7","7A","Is there an environmental strategy within your FSP? What are the environmental goals? "]
[null,"D7","7A","Do you make sure your operations are aligned with national and international laws and regulations on environmental protection?"]
[null,"D7","7A","Does the management make strategic decisions based on the monitoring of environmental performance data? Give examples of decisions."]
[null,"D7","7A","Do you train staff on the environmental goals and their roles/responsibilities in the implementation of those goals?"]
[null,"D7","7B","Are there actions implemented to minimizes the adverse impacts of the FSP's internal activities on the environment?"]
["Operations Manager","D2","2B","How does the Senior management monitor the implementation of the provider's strategy for achieving its social goals?"]
[null,"D2","2B","How do you evaluate the performance of senior managers and on what what targets? What is the data taken into account when reviewing their performance?"]
[null,"D2","2B","What incentives are in place for employees? Are they based on social performance?"]
[null,"D3","3A, 3B","How do you ensure that producs are designed to benefit clients' need and are in line with the institutional goals of the FSP? What are the types of products that you propose to ensure financial inclusion of your target clients? "]
[null,"D3","3A, 3B","How do you help your clients manage their risks? "]
[null,"D3","3A, 3B","What type of products/services/delivery models are proposed to ensure that clients can seize economic opportunities? "]
[null,"D3","3A, 3B","Does the FSP collect feedback from clients? If yes, how? And how the information is used?"]
[null,"D4","4A","How do you assess the risk of over indebtedness in your areas of operation? What are the main policies in place to prevent the risk?"]
[null,"D4","4A","In the loan approval process, how many people are involved? Is there a maximum percentage of a borrower's disposable income that can be applied to debt service, including debt from your provider and other lenders? Do you use this amount in determining maximum loan amounts and terms?"]
[null,"D4","4A","If your provider uses an algorithm for the loan approval analysis, do you review how well the algorithm functions on a regular basis? Was the algorithm tested on a sample of clients before it was implemented? If yes, explain how and provide details."]
[null,"D4","4B","How do you ensure that conditions are effectively communicated to your clients? How do assess the level of transparency of the conditions of your products? "]
[null,"D4","4B","In case your provider works with agents/third-party providers, do you have staff in charge of visiting agents and ensuring that those are complying with your instituion's expectations? How is this done, how often?   "]
[null,"D4","4C","Are there any formalized policies on how to treat clients?  Is there a Code of Conduct? "]
[null,"D4","4C","Do you have a policy for rescheduling loans/ refinancing/writing off on an exceptional basis?"]
[null,"D4","4C","Do you have policies  and nternal control systems to monitor whether your loan officers use aggressive sales?"]
[null,"D4","4C","If you work with third-party providers, do you review the third party's code of conduct prior to signing a contract to check for commitment to fair and respectful treatment of clients?"]
[null,"D4","4D","Is there a formalized privacy policy? "]
[null,"D4","4D","Do the FSP's systems protect against theft or misuse of client data or identity; security breaches, and fraudulent access?"]
[null,"D4","4D","Do contracts contain details of data protection/use of client data? Do clients give there consent before sharing personal info?"]
[null,"D4","4D","Is data shared with credit bureau or data shared accessed from other providers to get clearer credit information?"]
[null,"D4","4E","Is there a formalized mechanism for clients' complaints resolution?"]
[null,"D4","4E","If your provider works with third parties, do you help clients resolve complaints they have with those third parties?"]
[null,"D4","4E","Are regular complaints reports produced? Do you review them and take corrective actions to resolve systematic problems leading to complaints? "]
[null,"D5","5A","Do you monitor employee data by gender and job position to check that men and women are equally represented at different levels of the organization? How do you monitor that? In particular, do you make sure that men and women receive equal pay for equal work and have equal promotion opportunities?"]
[null,"D5","5A","Are there annual health and safety checks and audits? When was the last one conducted?"]
[null,"D5","5B","How do you monitor staff satisfaction? Is there a formal grievance resolution system for staff that allows employees to raise workplace concerns (e.g., sexual harassment) in a confidential manner?"]
[null,"D5","5C","What is included in the recruitment process for new employees? On what criteria are they recruited? Is there an evaluation of their capacity to work with the target clients and their motivation for the social mission?"]
[null,"D5","5C","How are employees evaluated? For employees who have incentives, on what criteria are those incentives based?"]
[null,"D6","6A","Balance social and financial performance. Does the provider set any growth target ? If yes, What is taken into consideration when setting target growth rates (EXTERNAL: demand, market research, market potential, saturation, infrastructure?) (INTERNAL: resources, MIS quality, capacity to manage risk, client satisfaction with customer service)"]
[null,"D6","6A","How is growth and internal capacity monitored to ensure capacity is keeping pace with growth?"]
[null,"D6","6B","How do you balance profitability targets with clients well being?"]
[null,"D7","7A","Is there an environmental strategy within your FSP? What are the environmental goals? "]
[null,"D7","7A","Does the management make strategic decisions based on the monitoring of environmental performance data? Give examples of decisions."]
[null,"D7","7A","Do you train staff on the environmental goals and their roles/responsibilities in the implementation of those goals?"]
[null,"D7","7B","Are there actions implemented to minimizes the adverse impacts of the FSP's internal activities on the environment?"]
[null,"D7","7C","Does the FSP offer financial products or services to help clients cope with climate shocks such as emergency loans, loans rescheduling, or loans restructuring, agricultural or climate insurance products, saving products, money transfer, remittances, or guarantees?"]
[null,"D7","7C","Does the FSP offer loans that allow its clients to implement or maintain green practices and technologies, such as sustainable agriculture, clean energy and energy efficiency technologies, improved access to clean drinking water and sanitation, waste management and recycling?"]
[null,"D7","7C","Does the FSP offer dedicated green loans? Are the financial conditions adapted to the green practice? Are there dedicated marketing material? Does the FSP develop partnerships with third parties to increase the provider's ability to offer high quality green practices and technologies to its clients?"]
["Senior Managers","D1","1A","Have you been explained the mission statement and the social objectives of the FSP? How is it circulated?"]
[null,"D2","2B","How does the Senior management monitor the implementation of the provider's strategy for achieving its social goals?"]
[null,"D5","5B","What incentives are in place for employees? Are they based on social performance?"]
[null,"D5","5B","What training did you get at the start? And do you get regular training opportunities? Is it sufficient?"]
[null,"D5","5C","When was your past evaluation, what did it cover?"]
[null,"D7","7A","Were you trained on the environmental goals and your role/responsibilities in the implementation of those goals?"]
["IT Department","D1","1B","Have you been explained the mission statement and the social objectives of the FSP? How is it circulated?","Can be discussed with : MIS Manager/Officer or manager dealing with portfolio reporting/Data entry persons"]
[null,"D1","1B","What type of SEP data is collected? What can the FSP know about its clients and the outcomes of its activities?"]
[null,"D1","1B","Which type of reports are produced? For whom?"]
[null,"D1","1B","How is the quality of data on SEP, outcomes and clients checked?"]
[null,"D3","3A","Does the provider monitor the client retention rate by client characteristic and understands the reasons clients exit the FSP?"]
[null,"D4","4A","If your provider uses an algorithm for the loan approval analysis, do you review how well the algorithm functions on a regular basis? Was the algorithm tested on a sample of clients before it was implemented? If yes, explain how and provide details."]
[null,"D4","4A","Are there some regular reports produced for the management to analyzez the risk of over-indebtedness of the clients? If yes, please explain what data is produced and how often? "]
[null,"D4","4D","Is there a formalized data privacy policy? "]
[null,"D4","4D","How is the confidentiality of client data ensured?"]
[null,"D4","4D","Do the FSP's systems protect against theft or misuse of client data or identity; security breaches, and fraudulent access?"]
[null,"D5","5B","What training did you get at the start? And do you get regular training opportunities? Is it sufficient?"]
[null,"D5","5C","When was your past evaluation, what did it cover?"]
[null,"D7","7A","Does the FSP collect data on an ongoing basis to measure whether it is achieving its environmental goals? Specify what data and when? "]
["Salesforce, loan officers and frontline employees","D1","1A, 1B","Have you been explained the mission statement and the social objectives of the FSP? How is it circulated?"]
[null,"D1","1A, 1B","What is the client profile of the field officer's portfolio? How do you search for new borrowers?"]
[null,"D1","1A, 1B","What information on clients do you have access to, do you collect it directly, and how do you use it?"]
[null,"D3","3A, 3B","What are the types of products that you propose to ensure financial inclusion of your target clients? How do you help your clients manage their risks? What type of products/services/delivery models are proposed to ensure that clients can seize economic opportunities? "]
[null,"D3","3A, 3B","Do products have flexible repayment schedules, is this based on cashflows?"]
[null,"D3","3A, 3B","What training did you received to understand if products are suitable for clients?"]
[null,"D3","3A, 3B","What training modules for clients are there? How is training for clients evaluated? How do you ensure the topics are relevant and clients understand?","For staff who train clients"]
[null,"D4","4A, 4B, 4C, 4D, 4E","What are the training you have received regarding clients protection? "]
[null,"D4","4A","How do you assess the risk of over indebtedness of your clients? What are the main policies that you have to implement to prevent this risk?"]
[null,"D4","4A","In the loan approval process, how many people are involved? Is there a maximum percentage of a borrower's disposable income that can be applied to debt service, including debt from your FSP and other lenders? Do you use this amount in determining maximum loan amounts and terms?"]
[null,"D4","4A","Have you seen cases of clients being over-indebted? If so what are the reasons? What are the main causes of repayment problems? How do you ensure that clients get the right size loan and are not over-indebted?"]
[null,"D4","4B","How do you communicate the products conditions and prices to your clients? (orally, thourgh documents, in which languages, etc.) How do ensure that the conditions of your products are fully transparent for the clients and understood?"]
[null,"D4","4B","Does the client receive a loan contract? In which language? What information is included in the contrat? Does the client receive a key facts document before signing the contract? If yes, what information is in there?"]
[null,"D4","4B","What information is provided to the clients using savings products, insurance or payment services? "]
[null,"D4","4B","When is the last time you had training in pricing and terms and conditions of loans?"]
[null,"D4","4B","What do you tell the clients in terms of pricing and terms and conditions, how do you ensure they understand?"]
[null,"D4","4B","Do clients receive account balance information when a transaction is done? If yes, how the information is given to the clients and for which transactions?"]
[null,"D4","4C","Do you have to follow any specific rules on how to treat clients? Is there a Code of Conduct? Did you have to sign it? What are the main issues tackled in this code? "]
[null,"D4","4C","What are acceptable and non acceptable practices with the clients, in particular for loan collection?"]
[null,"D4","4C","When was training last done on debt collection or recovery of late payments, what do you remember?"]
[null,"D4","4C","Is there a policy for rescheduling, refinancing, write-offs? Explain in which cases this applies."]
[null,"D4","4D","How do you ensure privacy of client data? "]
[null,"D4","4D","Are the clients informed about how their data will be shared? "]
[null,"D4","4D","Are the clients trained on the importance of protecting their personal information?"]
[null,"D4","4E","Can you describe the mechanism for complaint for the clients? How do you communicate it to the clients?"]
[null,"D4","4E","If your FSP works with third parties, do you help clients resolve complaints they have with those third parties?"]
[null,"D5","5A","How were you informed about your rights and responsibilities as a staff of the FSP (i.e. work rules, grievance resolution, conditions for dismissal, anti-harassment procedures, etc.) ? Is there a document specifying those elements? Have you heard about a non-discrimination policy?"]
[null,"D5","5A","What kind of benefits do you have in addition to the salary? Is there a transparent salary scale? How do you find your salary compared to what is practiced among competitors (if you know the practices)?"]
[null,"D5","5A","(For women employees) Do you feel that men and women employees are treated equally regarding salary, benefits, promotion opportunities?"]
[null,"D5","5A","Do you have health and safety equipment to make sure your working conditions are safe? Were you trained on how to work in a safe workplace, what to do in case of accident, disaster?"]
[null,"D5","5B","What training did you get at the start? What skills training are you offered how often is this offered? Is this fair between roles, genders etc.?"]
[null,"D5","5B","Were you trained on the social mission and how to work with the target clients? Were you trained on issues related to Client Protection? Please specify the subjects."]
[null,"D5","5B","How do staff feel about the way they are treated? If you need to complain, is there a formal process? Is it confidential? Do you feel comfortable using it?"]
[null,"D5","5C","How was your recruitment process? On what criteria were you recruited? Were there questions on your capacity to work with the target clients and your motivation for the social mission?"]
[null,"D5","5C","Is there a Code of Conduct? Did you sign it?"]
[null,"D5","5C","When was your past evaluation, what did it cover? Do you have incentives? What are the criteria for those incentives? "]
[null,"D7","7A","Were you trained on the environmental goals and your role/responsibilities in the implementation of those goals?"]
[null,"D7","7B","Are there actions implemented at branch level to minimize the adverse impacts of the FSP's internal activities on the environment? The actions can be related to energy consumption, water consumption, paper consumption\ntransportation and fuel consumption, waste production, greenhouse gas emissions. Provide details."]
[null,"D7","7B","Is there an assessment done in the loan applications for the level of risk of clients’ adverse impacts on the environment? Are the loans categorized according to their environmental risks? Eplain how the assessment is done and what it covers."]
["Social & Environmental Performance Manager/Champion/Committee","D1","1A, 1B","Review mission and social goals of the provider. Which is the mission of the FSP? Who are the target clients, what is the strategy to reach them, and the benefits the FSP wants to produce?"]
[null,"D1","1A, 1B","What are the main social goals? Are they translated into specific targets? "]
[null,"D1","1A, 1B","How do you monitor the achievement of the social goals? What social information does the FSP produce?"]
[null,"D2","2A","How does the Senior management monitor the  implementation of the provider's strategy for achieving its social goals?"]
[null,"D4","4A","How do you assess the risk of over indebtedness in your areas of operation? What are the main policies in place to prevent the risk?"]
[null,"D4","4B","How do you ensure that conditions are effectively communicated to your clients? How do assess the level of transparency of the conditions of your products? "]
[null,"D4","4C","Are there any formalized policies on how to treat clients? Is there a Code of Conduct? "]
[null,"D4","4D","Is there a formalized privacy policy? "]
[null,"D4","4E","Is there a formalized mechanism for clients' complaints resolution?"]
[null,"D5","5B","What training did you get at the start? And do you get regular training opportunities? Is it sufficient?"]
[null,"D5","5C","When was your past evaluation, what did it cover?"]
[null,"D7","7A","Were you trained on the environmental goals and your role/responsibilities in the implementation of those goals?"]
[null,"D7","7A","Does the FSP collect data on an ongoing basis to measure whether it is achieving its environmental goals? Specify what data and when? "]
[null,"D7","7B","Does the FSP identify and manage its own environmental risks at headquarters and branch level (adverse impacts, vulnerability)? Proivde details on the risks identifiied. Is there a contingency plan?"]
[null,"D7","7B","Do you assess the level of exposure and sensitivity of the clients to climate and environmental risks, per geographic areas and sector of activities, as well as their adaptive capacities to such risks? If yes when was the last assessment done?"]
["Human Resources Department","D3","3B","Are loan officers/field staff trained on how to understand clients'needs?"]
[null,"D4","4A, 4B, 4C, 4D, 4E","Are staff trained in line with the code of Conduct (or in line with values and acceptable practices if no CoC)? Are they trained on Client Protection Principles? Are field staff specifically trained on how to treat clients? "]
[null,"D5","5A","Is there a written HR policy, in compliance with national law? How employees are informed about their employment conditions?"]
[null,"D5","5A","What are the benefits for employees in addition to the salary? Is there a salary scale? Is it transparent? How were defined the salaries (did the FSP compare them to the competition?"]
[null,"D5","5A","Is there an anti-discrimination policy? What is covered in the policy? "]
[null,"D5","5A","Do you monitor employee data by gender and job position to check that men and women are equally represented at different levels of the organization? How do you monitor that? In particular, do you make sure that men and women receive equal pay for equal work and have equal promotion opportunities?"]
[null,"D5","5A","Are there annual health and safety checks and audits? When was the last one conducted?"]
[null,"D5","5A","Do you track work related accidents, injuries or diseases? Specify how is this monitored?"]
[null,"D5","5A","What are the measures taken to mitigate hazards and ensure a safe workplace for employees?"]
[null,"D5","5B","Is there an annual training plan? How is it defined? What were the trainings offered last year? Do all employees receive equal training opportunities?"]
[null,"D5","5B","How do you monitor staff satisfaction? Do you conduct exit interviews? Do you have examples of corrective actions that were taken following the analysis of staff satisfaction or reasons for staff exits?"]
[null,"D5","5B","Is there a formal grievance resolution system for staff that allows employees to raise workplace concerns (e.g., sexual harassment) in a confidential manner?"]
[null,"D5","5C","What is included in the recruitment process for new employees? On what criteria are they recruited? Is there an evaluation of their capacity to work with the target clients and their motivation for the social mission?"]
[null,"D5","5C","How are employees evaluated? For employees who have incentives, on what criteria are those incentives based?"]
[null,"D7","7A","Do you train staff on the environmental goals and their roles/responsibilities in the implementation of those goals?"]
["Internal Audit / Risk Department /Internal control and compliance","D1","1A","Have you been explained the mission statement and the social objectives of the FSP? How is it circulated?","Can be discussed with : Head of department/Manager of Operational Audit/Auditor implementing operational audit in the branches "]
[null,"D1","1B","Does the provider collects client-level data that are specific to the provider’s social goals? Is the Internal Audit involved in the verification of social data?"]
[null,"D2","2B","Are social and environemental perfromance criteria integrated into the internal audit/risk management regular activities? If yes, explain what criteria and how you evaluate it. "]
[null,"D4","4A","How do you assess the risk of over indebtedness in your areas of operation? What are the main policies in place to prevent the risk?"]
[null,"D4","4B","How do you ensure that conditions are effectively communicated to your clients? How do assess the level of transparency of the conditions of your products? "]
[null,"D4","4B","Is there a policy/checklist of information related to the loan product before client signs or renews it (conditions, pricing, contract etc)? What about for other products?"]
[null,"D4","4C","Are there any formalized policies on how to treat clients?  Is there a Code of Conduct? "]
[null,"D4","4C","How to you monitor/ensure that sales are not aggressive? Do you have a regular method to monitor for aggresives sales and red flags that can signal risks, and that trigger corrective measures?"]
[null,"D4","4D","Do you monitor whether  all necessary security and privacy controls are in use and are regularly updated? If yes, how and how often?"]
[null,"D4","4E","Is there a formalized mechanism for clients' complaints resolution?"]
[null,"D4","4E","Do you verify with a sample of clients if the clients complaints were solved correctly and if the process is respected by field staff?"]
[null,"D5","5A,5B, 5C","How often is compliance checked between HR conditions and the actual policies?"]
[null,"D6","6A (Risk)","Balance social and financial performance. Does the provider et any growth target ? If yes, which criteria are taken into consideration when setting the targets to ensure that targets are sustainable?"]
[null,"D6","6C (Risk)","Do you have clear policies on your desired level of returns and on how profits will be used? Does the board monitor if the pricing policy is in line with policy on returns?"]
[null,"D6","6C (Risk)","What is your funding strategy? Is the funding strategy aligned with the provider’s social goals and stage of development?"]
[null,"D6","6B (Risk)","How do you balance profitability targets with clients well being? Which criteria do you take into consideration when defining products prices ?"]
[null,"D7","7B (Risk)","Does the FSP identify and manage its own environmental risks at headquarters and branch level (adverse impacts, vulnerability)? Proivde details on the risks identifiied. Is there a contingency plan?"]
[null,"D7","7B (Risk)","Do you assess the level of exposure and sensitivity of the clients to climate and environmental risks, per geographic areas and sector of activities, as well as their adaptive capacities to such risks? If yes when was the last assessment done?"]
["Branch Manager/Regional Manager","D1","1B","Have you been explained the mission statement and the social objectives of the FSP? How is it circulated"]
[null,"D1","1B","Does the provider define its target clients in relation to specific vulnerable or excluded groups?"]
[null,"D1","1B","Does the provider monitor its outcomes to target segments? Which information is available at regional/branch level on outcomes to target clients?"]
[null,"D3","3A, 3B","What are the types of products that you propose to ensure financial inclusion of your target clients? How do you help your clients manage their risks? What type of products/services/delivery models are proposed to ensure that clients can seize economic opportunities? "]
[null,"D3","3A, 3B","Do products have flexible repayment schedules, is this based on cashflows? How are repayment schedules decided?"]
[null,"D3","3A, 3B","What training did you received to understand if products are suitable for clients?"]
[null,"D3","3A, 3B","What training modules for clients are there? How is training for clients evaluated? How do you ensure the topics are relevant and clients understand?"]
[null,"D3","3A, 3B","Do you monitor clients' satisfaction and reason for exit at the branch level?"]
[null,"D4","4A","How do you ensure that the loan officer assess efficiently the risk of over indebtedness in your areas of operation? What are the main policies in place to prevent the risk?"]
[null,"D4","4A","In the loan approval process, how many people are involved? Is there a maximum percentage of a borrower's disposable income that can be applied to debt service, including debt from your FSP and other lenders? Do you use this amount in determining maximum loan amounts and terms?"]
[null,"D4","4B","Is there a policy/checklist of information related to loan the product before client signs or renews it (conditions, pricing, contract etc)? What about for other products?"]
[null,"D4","4B","What do clients receive when they have completed a loan application?"]
[null,"D4","4B","Does the client receive a loan contract? In which language? What information is included in the contrat? Does the client receive a key facts document before signing the contract? If yes, what information is in there?"]
[null,"D4","4B","What information is provided to the clients using savings products, insurance or payment services? "]
[null,"D4","4B","Do clients receive account balance information when a transaction is done? If yes, how the information is given to the clients and for which transactions?"]
[null,"D4","4C","Are there any formalized policies on how to treat clients?  Is there a Code of Conduct?What are the main issues tackled in this code? What are acceptable and non acceptable practices with the clients, in particular for loan collection?"]
[null,"D4","4C","How to you monitor/ensure that sales are not aggressive? Do you have a regular method to monitor for aggresives sales and red flags that can signal risks, and that trigger corrective measures?"]
[null,"D4","4C","Is there a policy for rescheduling, refinancing, write-offs? Explain in which cases this applies."]
[null,"D4","4D","Is there a formalized privacy policy? "]
[null,"D4","4D","Do the FSPs systems protect against theft or misuse of client data or identity; security breaches, and fraudulent access?"]
[null,"D4","4D","Do contracts contain details of data protection/use of client data? Do clients give there consent before sharing personal info?"]
[null,"D4","4D","Is data shared with credit bureau or data shared accessed from other providers to get clearer credit information?"]
[null,"D4","4D","Are the clients informed about how their data will be shared? "]
[null,"D4","4D","Are the clients trained on the importance of protecting their personal information?"]
[null,"D4","4E","Is there a formalized mechanism for clients' complaints resolution? Can you describe it?"]
[null,"D4","4E","Do you review clients' complaints reports in order to take strategic decisions and make corrective actions? If yes, how often? Provide an example of corrective action. "]
[null,"D4","4E","If your FSP works with third parties, do you help clients resolve complaints they have with those third parties?"]
[null,"D5","5C","Do you monitor staff satisfaction and reason for exits at the branch level?"]
[null,"D5","5C","What are the values and social objectives that are taken into account when you have been recruited, when you are evaluated? On your side, what social objectives do you take into account in your recruitement process (if any) and when you assess your staff at the branch level?"]
[null,"D6","6A","Does the provider set any growth target at the branch level? If yes, which criteria are taken into consideration when setting the targets to ensure that targets are sustainable? [if recent growth] How did you adapt HR and systems in the last years to manage recent growth?"]
[null,"D6","6C","Do you have desired level of returns and do you plan how profits will be used at the branch level? "]
[null,"D6","6B","How is the pricing defined for the products disbursed at the branch level?"]
[null,"D7","7A","Do you know if there is an environmental strategy? What are the environmental goals that were defined"]
[null,"D7","7A","Were you trained on the environmental goals and your role/responsibilities in the implementation of those goals?"]
[null,"D7","7B","Are there actions implemented at branch level to minimize the adverse impacts of the FSP's internal activities on the environment? The actions can be related to energy consumption, water consumption, paper consumption\ntransportation and fuel consumption, waste production, greenhouse gas emissions. Provide details."]
[null,"D7","7B","Is there an assessment done of the level of risk (high, medium, low) of clients’ adverse impacts on the environment, either at individual or sector level? "]
[null,"D7","7C","Does the FSP offer financial products or services to help clients cope with climate shocks such as emergency loans, loans rescheduling, or loans restructuring, agricultural or climate insurance products, saving products, money transfer, remittances, or guarantees?"]
[null,"D7","7C","Does the FSP offer loans that allow its clients to implement or maintain green practices and technologies, such as sustainable agriculture, clean energy and energy efficiency technologies, improved access to clean drinking water and sanitation, waste management and recycling?"]
[null,"D7","7C","Does the FSP offer dedicated green loans? Are the financial conditions adapted to the green practice? Are there dedicated marketing material? Is it easy to sell those loans to the clients? "]
[null,"D7","7C","Do you provide trainings to the clients on issues related to environment? "]
["Marketing / Product research & development","D3","3A,3B","How do you ensure that producs are designed to benefit clients' need and are in line with the institutional goals of the FSP? What are the types of products that you propose to ensure financial inclusion of your target clients? ","Depending on the size/organization of the FSP, interviews can be more specific: Head of department, Officer Managing marketing studies for new product development ; Officer dealing with Clients satisfaction and exit survey. Marketing and Promotion is generally merged with Product Research and Development in small providers."]
[null,"D3","3A,3B","How do you help your clients manage their risks? What type of products/services/delivery models are proposed to ensure that clients can seize economic opportunities? "]
[null,"D3","3A,3B","Does the FSP collect feedback from clients? If yes, how? And how the information is used?"]
[null,"D4","4B","How the products conditions are disclosed to the clients? How do you ensure that conditions are effectively communictaed to your clients? "]
[null,"D4","4E","Is there a formalized mechanism for clients' complaints resolution? Can you describe it?"]
[null,"D4","4E","Are clients' feedback used to improve practice and products?"]
[null,"D6","6B","How do you monitor that your products and services offer value your clients? Do you monitor competitor's conditions for similar products?"]
[null,"D7","7A","Does the FSP collect data on an ongoing basis to measure whether it is achieving its environmental goals? Specify what data and when? "]
[null,"D7","7B","Before developing a green product or technology, do you conduct market research? Explain what is covered in the research. "]
[null,"D7","7C","Does the FSP offer dedicated green loans? Are the financial conditions adapted to the green practice? Are there dedicated marketing material? Does the FSP develop partnerships with third parties to increase the provider's ability to offer high quality green practices and technologies to its clients?"]
["Clients","D3","3A,3B","What types of products do you use within the FSP (loan, savings, insurance, etc.)?"]
[null,"D3","3A,3B","Do you feel that the products & services are adapted to your needs? Are you satisfied with the products you have? If not, why? "]
[null,"D3","3A,3B","Do you think that it is easy for any type of client/household to have access to the FI products and services? Do you know a person who wanted to become a client but could not? If yes, what was the reason?"]
[null,"D3","3A,3B","Did your last loan meet the needs for your last business activity? If not why not? "]
[null,"D3","3A,3B","Are there any aspect of your loan that you do not appreciate (e.g. mandatory savings, insurance, duration)? What about the other products you use?"]
[null,"D3","3A,3B","What can the FSP do to improve the terms of the loan/savings product to better meet your needs in the future (e.g. longer grace period, access to savinsg, etc.)"]
[null,"D3","3A,3B","Do you know the terms and conditions of your loan? Do you have any concerns with those terms and conditions? "]
[null,"D3","3A,3B","How useful are the training sessions? What do you remember from the sessions? How have you applied these trainings to your business or everyday life? What other trainings would help you or or your businesses?"]
[null,"D3","3A,3B","Are there any products that you would like to see the FSP offer that it does not currently provide?"]
[null,"D4","4A","Can you describe the loan approval process? Who decides on amount of your loan – you or the FSP? If the FSP, do you feel comfortable with the amount they give you? Do they explain why they are giving you this amount?"]
[null,"D4","4A","Do you feel comfortable with the current level of debt you have? If not, explain why."]
[null,"D4","4A","What has been your experience in repaying your current loan on time? Have you ever had to make any sacriﬁces in other parts of your life to make your loan payment? If yes, what types of sacriﬁces, and how often does this happen?"]
[null,"D4","4A","If you have trouble making a payment, can you talk to your loan oﬃcer about the problem? Can you renegotiate the loan repayment? What else could the FSP do to help you manage this situation?"]
[null,"D4","4B","If your neighbor wanted to take a loan from this FSP and asked you how much it would cost him, what would you tell him? What if he asked how to make a loan application?"]
[null,"D4","4B","Who explained to you about the costs and terms of the loan? (loan officer, friend, etc.) When did you learn these things? (Before or after you receive the loan)"]
[null,"D4","4B","Do you have a copy of your loan contract? Are there things in the loan contract you do not understand? Do you think this is a problem?"]
[null,"D4","4B","How much time were you given to review the details of the loan and ask questions prior to signing the contract? Do you feel this was enough time?"]
[null,"D4","4B","Has there ever been a time when you did not understand something about a fee? Did you ask the FSP staﬀ (or anyone else) about it? Was further information provided? Did the information resolve your problem?"]
[null,"D4","4B","If you use savings, insurance or payment services, do you think your loan officer gave you sufficient information about the product and how it works?"]
[null,"D4","4B","Do you receive a notification/ receipt whenever you do a transaction on your account/ or when an automatic transation is being operated (like the loan repayment)?"]
[null,"D4","4C","Were you trained by someone from the FSP about your rights and responsibilities, in particular about the prohibited behaviors from the staff?"]
[null,"D4","4C","How would you desribe the behaviour of staff towards you? How does the loan oﬃcer treat you during meetings? Do you ever interact with other staﬀ from the FSP? Do they treat you diﬀerently?"]
[null,"D4","4C","Is the loan oﬃcer easy to talk to? Would you feel comfortable telling the loan oﬃcer if you had a problem or a question?"]
[null,"D4","4C","Has a collections agent ever collected repayment from you in a way that felt uncomfortable? If yes, what happened? If no, do you know of anyone else that has experienced something like this? (Reassure them again they will not be in trouble for talking about this issue, and that they do not need to mention speciﬁc names)"]
[null,"D4","4C","Do you think that anybody within your community can enter the FSP and request for a loan? Or do you think that some persons may be excluded for some reasons (gender, religion, too poor, etc.)?"]
[null,"D4","4D","Do you know if the FSP can share your information with any other providers?"]
[null,"D4","4D","What were you told about what information would be shared and why?"]
[null,"D4","4D","Did you give your permission for this information sharing? Did you have any concerns about it?"]
[null,"D4","4D","Did the FSP explain about how to protect your private ﬁnancial information? Do you follow their advice?"]
[null,"D4","4D","If there is a client who cannot repay on time, does the FSP handle this situation appropriately by informing the group, the co-signers or the wider public? Is this the correct way? Why/why not?"]
[null,"D4","4E","What can you do if you are not satisfied and want to complain about the products, relations with staff, any element related to the FSP? Do you feel comfortable to complain?"]
[null,"D4","4E","Do you know of a client who’s had a complaint/problem in the past? How did the FI resolve the issue? How long did it take?"]
[null,"D4","4E","Would you use the FSP's own internal complaint system and/or the external system (if the network or government runs a complaints system)? Why/Why not? Do you think it would make a diﬀerence? Why/ Why not?"]
[null,"D4","4E","Do you feel like the FSP wants to listen to your questions or complaints? Why/ Why not?"]
[null,"D6","6B","How do the products of this FSP compare to others that are available (e.g. other FSPs, banks, moneylenders)? Which place do you go to for the best value, best service, best products?"]
[null,"D6","6B","Do you feel like your loan product is a good value? Are the fees fair that the FSP charges? Do you ﬁnd any of them problematic?"]
[null,"D6","6B","Do you have any loans that required collateral? Can you tell us more about the collateral that was used, how the process of using collateral was explained to you, and if there have been any problems?"]
[null,"D7","7C","Did you ever face a natural disaster linked to a climate shock? Did the FSP help you with a specific financial product? "]
[null,"D7","7C","Does the FSP offer loans you products to enable you to invest in sustainable agriculture, clean energy and energy efficiency technologies, improved access to clean drinking water and sanitation, waste management and recycling?"]
[null,"D7","7C","Does the FSP offer specific green loans? For which purpose? What do you think of the conditions of those loans? Is it easy to take a green loan and then implement the green practice in your business? Does the FSP offer your advise from specialized organizations? "]
[null,"D7","7C","Were you trained on issues related to environment? Specify the topics and by whom?"]
["Legal","D3","3B","Does the provider have a policy describing acceptable pledges of collateral and clear guidelines for how collateral is registered and valued?"]
[null,"D4","4C","Did the FSP define in specific detail what it considers to be appropriate debt collection practices?"]
["Finance","D6","6A","Balance social and financial performance. Does the provider set any growth target ? If yes, which criteria are taken into consideration when setting the targets to ensure that targets are sustainable?","Can be discussed with: CFO, Manager/officer dealing with financial projections/Treasury department dealing with liquidity/Officer preparing reports for Shareholders and investors"]
[null,"D6","6C","Do you have clear policies on your desired level of returns and on how profits will be used? Does the board monitor if the pricing policy is in line with policy on returns?"]
[null,"D6","6C","What is your funding strategy? Is the funding strategy aligned with the provider’s social goals and stage of development?"]
[null,"D6","6A","How do you balance profitability targets with clients well being? Which criteria do you take into consideration when defining products prices ?"]