Tools & Resources Code of Conduct E-Learning Module (Grameen Financial Services Pvt. Ltd.)

Code of Conduct E-Learning Module (Grameen Financial Services Pvt. Ltd.)

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Grameen Financial Services Pvt. Ltd. (GFSPL) shared with the Campaign its Code of Conduct E-Learning Module, which is used to test employee knowledge of the institution’s Code of Conduct.  GFSPL’s code was created based on other codes endorsed by leading microfinance bodies in India as well as the guidelines offered by the Smart Campaign

Note:  Please be aware that all of this tool’s references to the Client Protection Principles were made prior to the principles’ revision in 2011. For more information on the revised principles, how they are evolving, and how they relate to the pre-revision principles, please see this [Detailed Guidance Document].

As noted in Principle 4: Ethical Staff Behavior, financial service providers must foster a corporate culture that values high ethical standards among staff and ensure that safeguards are in place to prevent, detect, and correct corruption or customer mistreatment. A critical step towards establishing such a corporate culture is ensuring that each employee clearly understands the institutional Code of Conduct and how it is applied in client interactions.

In March 2011, the Smart Campaign issued a Call for Tools to the microfinance industry: “Training Staff for Ethical Behavior.” We asked institutions to send us examples of their staff training materials on ethical behavior, including materials used to test staff knowledge of ethics.

Grameen Financial Services Pvt. Ltd. (GFSPL) shared with the Campaign its Code of Conduct E-Learning Module, which is used to test employee knowledge of the institution’s Code of Conduct.  GFSPL’s code was created based on other codes endorsed by leading microfinance bodies in India—the Microfinance Institutions Network (MFIN) and Sa-Dhan—as well as the guidelines offered by the Smart Campaign. During GFSPL’s employee induction, all trainees are introduced to the code, as well as the institutional mission, vision, and values. Employees are trained on the expected treatment of customers, as well as appropriate and inappropriate workplace behavior. The following module is an interactive review of training material, and tests understanding of the institution’s ethical standards. All employees must successfully complete each of the questions in the module. 

The Smart Campaign encourages institutions to download and review this document and consider it as a good example of a systematic gauge of employee understanding of ethical standards. Note: the specific guidelines, policies and procedures contained in this module are specific to the institution and legal framework within India. They may not be applicable for all institutions.

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