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Principle # 5 – Fair and respectful treatment of clients This presentation is made possible by the Smart Campaign www.smartcampaign.org. Agenda. Client protection principles Principle #5 in practice Participant feedback Tools for improving practice Conclusion and call to action.
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Fair and respectful treatment of clients
This presentation is made possible by the Smart Campaign
2. Prevention of over-indebtedness
4. Responsible pricing
5. Fair and respectful treatment of clients
6. Privacy of client data
7. Mechanisms for complaint resolution
Client Protection Principles
The Principle in Practice:
Providers and their agents treat clients fairly and respectfully. They do not discriminate. They will ensure safeguards are in place to detect and correct corruption.
Most abuses happen during the loan sales and debt collection processes—these need special attention by providers.
Training today: Handling delinquent clients
Offensive language and threats
Unethical seizure of property
Subcontracting to unethical businesses
Careless debt extension
Clients mistrust the institution, and tell others.
One MFI includes “ethical behavior” in its annual performance reviews in order to give employees feedback on their behavior and find out how successful the organization has been in building an ethical culture.
Another MFI designed a training program on ethical behavior that includes specific ethical dilemmas for different job functions. The training modules are based on experiences that employees face at work.
Have you received training at your institution that highlights ethical staff behavior? Appropriate collections practices?
Can you describe an ethical lapse or ethical success at your institution or elsewhere?
What kinds of collections practices have you seen at your own (or other) MFIs?
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Download the Getting Started Questionnaire and conduct a client protection self-assessment.
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