From the February 2013 letter to the Ladies’s World Banking Community:
Sensible Marketing campaign Shopper Safety Certification Program
Truthful remedy of shoppers is an underlying tenant of the 9 pillars that comprise the Ladies’s World Banking Community Member Pledge. As a community we’re dedicated to serving shoppers by the availability of a spread of economic companies, and – extra importantly — serving them nicely; consumer safety is a key part of this imaginative and prescient. With this in thoughts, Ladies’s World Banking is happy to announce our endorsement of the just lately launched Sensible Marketing campaign Shopper Safety Certification Program.
The Sensible Marketing campaign introduced consumer safety to the forefront of the microfinance trade, and through the previous few years has made monumental strides in creating standardized practices. The launch of the Certification Program represents one other milestone within the growth of a really client-centric microfinance sector.
Transparency initiatives and mechanisms for grievance decision are essential for girls, and gender-sensitive communications and insurance policies will be certain that ladies shoppers are served successfully. As well as, we imagine that truthful remedy of shoppers can transcend safety, and permit ladies to see that they’re revered clients, maybe altering their perceptions of themselves, their households and their communities.
Just like the Sensible Marketing campaign, Ladies’s World Banking believes that consumer safety makes enterprise sense. Purchasers who’re handled with respect, and who know their suppliers adhere to excessive moral requirements are prone to be extra loyal and decrease danger clients. This hyperlink between monetary and social efficiency is essential to our work, as we proceed to construct the enterprise case for serving ladies.
We’re proud to share with you that two of the primary MFIs to be licensed by the Sensible Marketing campaign are members of the Ladies’s World Banking community. Please be a part of me in congratulating MI-BOSPO (Bosnia and Herzegovina) and Ujjivan Monetary Providers (India) on receiving the Shopper Safety Certification. For instance, Ujjivan has taken nice strides to make sure each consumer receives correct remedy and help by implementing a number of finest practices, together with:
- Inserting Buyer Care Representatives in 220 branches.
- Growing a Complete Truthful Practices Code (CoC) to incorporate requirements really useful by the Reserve Financial institution of India, MFIN & the Sensible Marketing campaign.
- Displaying Truthful Follow Code posters prominently in all branches.
- Revising mortgage agreements, buyer coaching leaflets & different communications to incorporate transparency requirements.
- Implementing packages to coach workers and clients on the Truthful Practices Code and Grievance Redressal Course of.
- Distributing “Flip Playing cards” to all clients, which embody grievance decision procedures and buyer Do’s & Don’ts.
