Tag: Grievance redressal

This Note details the role played by call centres in reaching out to customers targeted through FI initiatives, and the considerations and challenges which go into managing these call centres.

In this video, Kate McKee, Senior Advisor, CGAP, explains the six core principles of client protection for responsible finance, namely, Transparency, Suitability of Product, Appropriate Collection Practices, Staff Ethics, Access to Effective Recourse by Clients, Data Privacy and Security. She also highlights two other issues: fair pricing and non-discrimination. She emphasises that transparency is the […]