Online Guide
SEPM Guide
Discover our Guide for Social and Environmental Performance Management
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Resources
Case studies & Field examples
Using Client Feedback to Improve Communication
Provides 2 examples from Delta Bank Panama and Contactar Colombia for how providers have used client feedback to improve communication.
Case studies & Field examples
Example Complaints Analysis Report
Provides an example of a complaint report that details not only the complaints but the channels used by clients to complain.
Case studies & Field examples
Yehu Microfinance Surveys Clients on Which Mecanisms to Create
Description of Yehu Microfinance's approach to designing its complaints mechanism with input from clients.
Publications
Research Indicates that Clients Are Note Informed on Complaints Mechanisms
Brief on results of a SMART Campaign study showing most clients are not aware of complaints mechanisms.
Case studies & Field examples
SKS (India) Protects Client Data
Example of a client data privacy policy from SKS.
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
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
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.
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.
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