CLIENT PROTECTION PROTECTS YOUR BOTTOM LINE Client Protection Protects Your Bottom Line EU ACP Microfinance Peer Learning Event October 1-3 2008.

CLIENT PROTECTION

PROTECTS YOUR BOTTOM

LINE

Client ProtectionProtects Your Bottom Line

EU ACP Microfinance Peer Learning Event

October 1-3 2008

CLIENT PROTECTION

PROTECTS YOUR BOTTOM

LINE

• Let’s listen to how MFI clients discuss the financial services options in their community.

EU/ACP Microfinance Peer Learning Event 2008 - October 1-3, 2008 3

CLIENT PROTECTION

PRINCIPLES

EU/ACP Microfinance Peer Learning Event 2008 - October 1-3, 2008 5

SHOW PRICES CLEARLY

EU/ACP Microfinance Peer Learning Event 2008 - October 1-3, 2008 7

EU/ACP Microfinance Peer Learning Event 2008 - October 1-3, 2008 8

1. Avoid over-indebting clients

2. Show prices clearly

3. Don’t use abusive collection methods

4. Ensure your staff comply with ethical standards

5. Resolve client complaints quickly

6. Respect privacy of individual client data

CLIENT PROTECTION PRINCIPLES

CLIENT PROTECTION PROTECTS YOUR BOTTOM LINE

Thanks to team members:

Aleke Dondo, KDA

Luse Kinvuwai, Microfinance Pasifika Network/FDC

Claudia McKay, Opportunity International Bank Malawi

Chris Musoke, AMFIU

Maureen Webber, Carib – Cap

Edited by Mike Rios and Lillian Diaz