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Guide GPSE
Découvrez notre Guide de Gestion de la Performance Sociale et Environnementale
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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.
Case studies & Field examples
Code of Conduct for Collections and Collections Practices for Group Loans (Swadhaar FinServe, India)
Detailed policy regarding how employees and third parties are to approach collections under different circumstances. Includes guidance for group loans.
Training sessions & Material
Sample slides for training staff on Code of Conduct
Template and sample slides for a staff training on a code of conduct.
Guidelines
Responsible Treatment of Clients: Practicing Non-discrimination
Provides a rationale for non-discrimination, examples of different forms of discrimination and recommendations for addressing and preventing discrimination.
Training sessions & Material
Illustrations and Activities for Training Loan Officers on Customers' Rights and Responsibilities (Sahayata Micro Finance, India)
Illustrated training materials developed by Sahayata Micro Finance (India) to train loan officers on how to demonstrate respect for customer rights.
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