1. Appropriate Product Design and Delivery
FINCA Afghanistan takes care to design products and delivery channels in the client’s best interest. Products and delivery channels will be designed with client characteristics taken into account such that they are client-centric and take the client’s well-being into account.
Prevention of Over-Indebtedness
FINCA Afghanistan will take adequate care in all phases of their credit process to determine that clients have the capacity to repay without becoming over-indebted. In addition, it will implement internal processes and monitor internal and external information sources that support prevention of over-indebtedness and will foster efforts to improve market level credit risk management.
FINCA Afghanistan will communicate clear, sufficient and timely cost and non-cost information in a manner and language clients can understand so that clients can make informed decisions. Client expectations and standards for transparency information on pricing, terms and conditions of products shall be included in staff training for all frontline staff.
3. Fair and Respectful Treatment of Clients
FINCA Afghanistan and their agents will treat clients fairly and respectfully. They will not discriminate in a prejudicial manner against certain categories of clients based on their actual or perceived membership in a certain group or category. Subsidiaries will ensure adequate safeguards to prevent, detect and correct any discrimination, corruption and aggressive or abusive treatment by their staff and agents, particularly during the loan sales and debt collection processes.
4. Privacy of Client and Employee Data
The privacy of individual client data and employee data is respected in accordance with the laws and regulations of applicable jurisdictions. Such data is only used for the purposes specified at the time the information is collected or as permitted by law, unless otherwise agreed with the client or employee. Client consent for use of their information is obtained at the time of loan or account application, to the extent practicable.
5. Availability of Client Assets
FINCA Afghanistan ensures the safety of clients’ assets through strong Business Continuity Management Processes. All valuable documents of clients are properly saved and archived that there is no risk of loss or damage.
6. Mechanisms for Complaint Resolution
FINCA Afghanistan has in place accessible and responsive mechanisms using multiple channels to collect client complaints and feedback. These systems include specific mechanisms and timelines to resolve client complaints or problems. FINCA Afghanistan advises clients of the mechanisms available to them for submitting complaints and train staff on how to handle these complaints. We use these mechanisms both to resolve individual problems and to improve their products and services.