Provides an example of how Compartamos Bank communicates the code of conduct to staff and clients.
Guidelines
Smart Campaign Compliance Criteria for Code of Conduct
Providers guidance on what a code needs to include and how it must be communicated and staff trained.
Case studies & Field examples
ASKI Sanctions Code of Conduct Violations
Provides an example of how ASKI addresses violations of its code of conduct in its disciplinary procedures.
Case studies & Field examples
Examples of Discriminatory Policies and Staff Behaviors
Provides examples of discriminatory behavior by staff toward clients.
Case studies & Field examples
Tujijenge Displays a Customer Service Charter
Example of Tujijenge's customer services charter which explains client rights and what they should expect from Tujijenge as well as providing contact information for complaints.
Case studies & Field examples
FINCOMUN Introduces a "Collection with Dignity" Policy
FINCOMMUN developed a "Collections with Dignity" policy. This case provides a description of their policy and the impact it has had on FINCOMMUN
Case studies & Field examples
SWADHAAR FINSERVE Code Includes Collections Procedures
Example of a collections policy used by SWADHAAR FINSERVE.
Case studies & Field examples
Sample Rescheduling Policy
Provides an example of a rescheduling policy that details how and under what conditions a client's loan may be rescheduled.
Case studies & Field examples
SKS (India) Protects Client Data
Example of a client data privacy policy from SKS.
Tools & Templates
Resources to assess Responsible Pricing indicators
Dimension 6 of the Universal Standards about Responsible Growth and Returns assesses responsible pricing through a combination of quantitative indicators; these indicators assess whether an FSP is in the accepted performance range for the effective interest rate, the operating expense ratio, the loan loss expense ratio and the return on assets. The following resources will help you conduct a thorough and harmonized calculation of these ratios.
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