Online Guide
SEPM Guide
Discover our Guide for Social and Environmental Performance Management
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Resources
Case studies & Field examples
How Unauthorized Data Sharing Can Hurt Your Institution
Fictionalized story based on real events in India that demonstrate the risks of using client data and images without consent
Tools & Templates
Sample Data Privacy Agreement and Sample Privacy Agreement
Example of a privacy statement and data privacy agreement that can be adapted to local laws and norms.
Tools & Templates
Sample Consent Form for Sharing Client Data
Example of a client consent form for use of data.
Case studies & Field examples
Codes of Ethics: Examples from Fundación Paraguaya
Provides an example of a code of ethics from Fundación Paraguaya.
Case studies & Field examples
Responding to Client Complaints at Tameer Bank, Pakistan
Case example describing Tameer Bank's experience setting up and operating a Customer Service Unit to respond to client questions and complaints.
Case studies & Field examples
Mechanism for complaint resolution (Svasti Microfinance, India)
This document is an excerpt from a training for branch managers on the Customer Grievance Redress system for Svasti Microfinance in Inda. It includes a flowchart describing the way the complaint is handled depending on the nature and content of the complaint.
Case studies & Field examples
Customized IT at Caja Morelia Safeguards Client Data
Provides an overview of Caja Morelia's experience designing a customized IT system which, among other things, protects client data.
Case studies & Field examples
FINCA Azerbaijan Protecting client privacy, increasing client trust
Describes FINCA Azerbaijan's client data privacy system including secure storage and protocols for physical files, data use disclosures, client consent, confidentiality requirements, staff training and digital data security protocols.
Case studies & Field examples
Leaflet for FINCA Kyrgyzstan Clients on Rights and Responsibilities
Leaflet provided to FINCA Kyrgyzstan clients that clearly explains what employees may and may not do and how clients may complain.
Guidelines
MicroLoan Foundation Code of Ethics
Comprehensive code of ethics dealing with treatment of clients as well as prohibiting receipt of gifts, bribes and other corrupt practices.
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