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Client Protection Principles: Model Law and Commentary for Financial Consumer Protection

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MCWG Logo SmThe Microfinance CEO Working Group is pleased to present Client Protection Principles: Model Law and Commentary for Financial Consumer Protection. This Model Law and Commentary (collectively, the “Model Law”) creates a legal framework for financial consumer protection based on the Smart Campaign’s Client Protection Principles. The Smart Campaign is a global effort guided by the experience and expertise of microfinance leaders from around the world who are committed to following positive client protection practices. The Client Protection Principles represent a global consensus across the sector regarding the standards of conduct and treatment clients should receive from financial service providers.

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A Guide to Client Protection Assessments

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The Smart Campaign offers three options for a financial institution (FI) to evaluate its client protection practices. To help make the most appropriate choice, the Smart Campaign created a helpful and comprehensive resource for FIs, “A Guide to Client Protection Assessments.”

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Série de formations sur les Principes de Protection des Clients

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Cette série de huit formations est conçu pour introduire la Smart Campaign et les Principes de Protection des Clients aux institutions financières. Ces présentations peuvent être utilisées dans les sessions de formation de groupe dans lequel l’animateur du cours et les présentateurs sont physiquement présents, ou dans des séances d’apprentissage virtuel tel que les webinaires.

Cette première présentation est une introduction aux Sept Principes de Protection des Clients de la Smart Campaign. Les sept présentations subséquentes discuteront chacune des sept principes en profondeur.

Cette série est destinée à être utilisée par les réseaux et les IMF qui mènent à former leurs membres et leurs employés sur l’importance de la protection des clients en microfinance.

  • Les réseaux peuvent offrir cette série aux institutions membres ; et en retour les institutions membres peuvent former leurs employés.
  • Les agents de prêts et de recouvrements peuvent utiliser les formations pour améliorer leurs interactions avec les clients.
  • Les gestionnaires peuvent utiliser les formations pour les aider à prendre compte des caractéristiques des clients dans le développement de leurs produits et la planification stratégique de leurs tâches.
  • Les régulateurs peuvent également en profiter de ces formations pour améliorer leurs pratiques de protection du client dans la microfinance.

Chaque présentation a une durée d’au moins deux heures, selon le nombre de présentateurs et selon la durée de la discussion avec les participants. Nous recommandons d’établir cette série de formation en tant que program hebdomadaire et/ou mensuelle. Ceci vous permettra d’investir le temps nécessaire afin de soigneusement préparer chaque session, comprendre à fond chaque principe et appliquer les leçons apprises dans vos pratiques quotidiennes.

Cliquez sur les liens ci-dessous pour téléchargé les présentations.

Téléchargez la présentation de la formation: Introduire La Smart Campaign et les principes de protection des clients »
 

Téléchargez la présentation de la formation: Principe 1 Développement des produits et distribution appropriées »


Téléchargez la présentation de la formation : Principe 2 Prévention du surendettement »

 

Téléchargez la présentation de la formation: Principe 3 Transparence »

 

Téléchargez la présentation de la formation: Principe 4 Tarification responsable »

 
Téléchargez la présentation de la formation : Principe 5 Traitement respectueux et équitable des clients »

 
Téléchargez la présentation de la formation : Principe 6 Confidentialité des données des clients »

Téléchargez la présentation de la formation : Principe 7 Mécanismes de resolution des plaintes »

 

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Smart Operations

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This tool suggests appropriate roles for 11 of the most common areas of microfinance operations. FIs can use this tool to assign client protection responsibilities to each operational department and to understand how responsibilities are shared among operational departments.

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Smart Microinsurance: An Overview for Microfinance Institutions on Incorporating Client Protection Practices into Microinsurance

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The Smart Campaign and the Microinsurance Network present “Smart Microinsurance”—a tool designed specifically for microfinance institutions (MFIs) that serve as intermediaries, offering microinsurance products provided by an external insurance company.

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Responsible Treatment of Clients: Practicing Non-discrimination

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This tool provides financial service providers with insight into the difference between client targeting and harmful discrimination and illuminates examples of common forms of discrimination. Finally, the tool provides financial service providers with seven action steps to correct and prevent discrimination.

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Smart Note: Client Protection Good Practices in Europe and Central Asia

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This Smart Note examines the client protection practices of AccessBank (Azerbaijan), Adie (France), EKI Micro-credit Foundation (Bosnia and Herzegovina), and KazMicroFinance (Kazakhstan), demonstrating how the institutions are preventing client over-indebtedness; transparently disclosing loan prices, terms, and conditions; and treating clients fairly and with respect.

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Essential Documents for New Clients

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The “Essential Documents for New Clients” refers to the set of documents that help new clients understand their full financial obligations, what they can expect from the institution, and what to do if they experience problems along the way.  

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Smart Note: Ethical Staff Behavior at Alalay Sa Kaunlaran, Inc. (ASKI)

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ASKI implements their written “Code of Conduct and Discipline” through staff training, staff performance reviews, client satisfaction surveys, and the ASKI Values Protocol—an established process for addressing staff violations of the code. In addition, clients can provide instant feedback on staff behavior.

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Code of Conduct for Collections and Collections Practices for Group Loans at Swadhaar FinServe Pvt. Ltd.

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Swadhaar FinServe Pvt. Ltd. shared their Code of Conduct for Collections and their Collections Practices for Group Loans, both of which provide collections staff with specific guidelines and procedures for treating clients with dignity. The Smart Campaign encourages other institutions to review this good practice.

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Collections Guidelines for Financial Service Providers

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This tool is a checklist for institutions to assess their collections policies and practices, with the goal of strengthening client protection during the collections process. The tool addresses collections policies, practices, manuals, and training of field staff. 

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Transparency in Promotions and Sales: A Checklist for Financial Service Providers

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This tool focuses on the first point of contact with the client—the initial “sales pitch.” Financial service providers can use this tool to improve transparency when promoting and selling credit and savings products.  The tool contains five “good practice” checklists.

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Investor/Donor Planning Guide for Implementing Client Protection Initiatives

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Investors and donors can use this short worksheet to plan for the integration of client protection into their due diligence processes and their funding strategies. The worksheet first guides the user through the process of assessing current resources and priorities, to take stock of where client protection efforts may best fit within current workflows.

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Avoidance of Over-indebtedness: Guidelines for Financial and Non-financial Evaluation

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This tool is for financial service providers that want to incorporate good client protection practices into their evaluation processes for individual loan clients. Specifically, the tool provides guidelines for determining a loan applicant’s capacity and willingness to repay a loan.

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Smart Lending: Client Protection in the Group Lending Process – India

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This guide is designed to help MFIs incorporate good client protection practices into their group lending policies and operations. The tool is applicable to Grameen-style group of groups credit methodology and was developed specifically for Indian MFIs.

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Smart Note: Transparent and Responsible Pricing at Mi-Bospo

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The Bosnian MFI Mi-Bospo focuses on client protection to safeguard both the institution and clients. For Mi-Bospo, transparency and responsible prices are key elements of ensuring client satisfaction. The MFI ensures transparency by screening potential hires, adhering to strict marketing guidelines, and taking time during the loan process to be sure that clients understand their rights and responsibilities.

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Smart Savings: Client Protection in the Savings Process

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This guide is designed to help MFIs, banks, NGOs, and other types of financial institutions identify and integrate good client protection practices in the savings process at every point of interaction with the client.

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Smart Lending: Client Protection in the Group Lending Process

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This guide is designed to help MFIs incorporate good client protection practices into their group lending policies and operations. The tool is applicable to a wide range of credit methodologies and can be adapted for use by various forms of group lending including village banking methodology and “group of groups” methodology.

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Responsible Pricing: The State of the Practice

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This discussion paper examines the full range of approaches to responsible pricing of loans, from promoting competition, to return on equity limitations, to interest rate caps, to comparative transparency.

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Complaints-Handling Manual (FONDESURCO)

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FONDESURCO in Peru shared their Complaints-Handling Manual with the Campaign. The manual carefully describes the complaints process and who is responsible for each piece.

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Complaints-Handling Manual (Tamweelcom)

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Tamweelcom  in Jordan has provided the Campaign with their Complaints Handling Manual, which contains detailed scripts of telephone interactions with clients, a flow chart of the complaints process within the institution, as well as their internal forms to be filled out by both clients and staff when a complaint is lodged. 

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Banco Solidario: Loan Officer Training Manual

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Banco Solidario shared with the Campaign their Loan Officer Manual, which includes a Code of Ethics for credit staff and procedures for financial and non-financial evaluation. The Code of Ethics gives loan officers full responsibility for client capacity analysis, and the manual guides loan officers thorough the analysis process.

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Smart Note: Building Institutional Culture Around a Code of Ethics at Compartamos

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Compartamos trains all new recruits on the Code of Ethics. The Smart Campaign encourages institutions to download and review this documents as an example of a well-organized, concise overview of a detailed Code of Ethics document.

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Smart Lending: Client Protection in the Individual Loan Process

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This guide is designed to help microfinance institutions with individual lending operations integrate good client protection practices at the intersection points throughout the credit process. At each point in the individual lending process, the guidelines explain how MFI staff should incorporate client protection into policies and operations.

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How to Develop an Institutional Code of Ethics

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Most microfinance institutions already have a Code of Ethics, but many of these Codes are not “living” documents that carry significance within the organization. This short guide provides concrete suggestions for creating or remaking an institutional Code of Ethics. 

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Conducting Client Protection Assessments: A Guide

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This guide describes the different client protection assessment options available to financial institutions, how your institution can benefit from an assessment, walks you through the assessment processes, and explains how to use your assessment once it is complete.

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