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Principle # 7 – Mechanisms for Complaint Resolution This presentation is made possible by the Smart Campaign www.smartcampaign.org. Agenda. Client protection principles Principle #7 in practice The client perspective Participant feedback Tools for improving practice

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Principle # 7 – Mechanisms for Complaint ResolutionThis presentation is made possible by the Smart Campaignwww.smartcampaign.org

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Agenda

Client protection principles

Principle #7 in practice

The client perspective

Participant feedback

Tools for improving practice

Conclusion and call to action

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1. Appropriate product design and delivery

2. Prevention of over-indebtedness

3. Transparency

4. Responsible pricing

5. Fair and respectful treatment of clients

6. Privacy of client data

7. Mechanisms for complaint resolution

Client Protection Principles

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Agenda

Client protection principles

Principle #7 in practice

The client perspective

Participant feedback

Tools for improving practice

Conclusion and call to action

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Mechanism for Complaints Resolution

The Principle in Practice:

Providers have a mechanism for collecting, responding in a timely manner, and resolving problems for customers. The mechanism is used to resolve individual complaints and improve products/services.

Consider this:

Suggestions boxes are not effective for responding to specific problems in a timely way.

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Examples of complaint mechanisms

Email the MacroDreams Customer Response Department: customers@md.info

Call the MacroDreams Customer Response Line: 555-555-555

Send an SMS to the MacroDreams Customer Response Line: 555-555-555

Leave a comment card in the Suggestion Box at your local branch

Visit a Customer Service Desk. Call for locations: 555-555-555

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Good Practice: Using Multiple Complaints Channels

  • Good practice: Assess the complexity and urgency of the complaint then use an appropriate mechanism.

Source: Adapted from Banco Solidario

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Agenda

Client protection principles

Principle #7 in practice

The client perspective

Participant feedback

Tools for improving practice

Conclusion and call to action

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No Complaints Completely Satisfied Customers

  • If your institution does not receive concerns or complaints, be careful:
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Agenda

Client protection principles

Principle #7 in practice

The client perspective

Participant feedback

Tools for improving practice

Conclusion and call to action

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Feedback from Participants

What channels does your institution use to receive, respond to, and resolve complaints?

Do clients take the opportunity to give their feedback?

What complaints or suggestions have you received at your institution? How did your institution respond?

Has the complaints management system evolved at your institution since you began working there?

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Agenda

Client protection principles

Principle #7 in practice

The client perspective

Participant feedback

Tools for improving practice

Conclusion and call to action

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Agenda

Client protection principles

Principle #7 in practice

The client perspective

Participant feedback

Tools for improving practice

Conclusion and call to action

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Thank you!

Endorse the Smart Campaign. Visit www.smartcampaign.org

Sign up to receive news and information.

What’s next?

Download the Getting Started Questionnaire and conduct a client protection self-assessment.

Email us! comments@smartcampaign.org