Publications

Beyond Codes: The Foundation for Client Protection in Microfinance

02 May 2014
  • Heather Clark

Beyond Codes was an action research project of the Center for Financial Inclusion at ACCION. The project was designed to provide a body of experience and knowledge from leading financial institutions serving low-income people about how consumer protection codes of conduct are implemented. The two-year project started in mid-2008 and ended in June 2010. The project aimed to develop the tools and experience that could inform the subsequent work in […]

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Client Protection Good Practices in Europe and Central Asia

02 May 2014

AccessBank, Azerbaijan provides financial services for micro and small businesses and low- and middle income households (the average loan size is USD 2,900). It is one of the largest private banks in the country, and is the leading microfinance bank, with over one-third of the market share. Adie, France offers micro credit and financial counseling services for micro entrepreneurs. Adie’s 27,500 clients consist of micro entrepreneurs from many walks of […]

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Transparent and Responsible Pricing at Mi-Bospo

02 May 2014
  • Nejira Nalic
  • Courtney Piper
  • Adriana Magdas
  • Leah Nedderman
Transparent and Responsible Pricing at Mi-Bospo

The principle of transparent and responsible pricing rests on the assumption that clients are capable of making smart financial decisions when they have access to and understand all the necessary information.Transparent pricing goes beyond just stating an interest rate. Financial institutions are responsible for making sure that they communicate a product’s true total cost, along with its applicable terms and conditions,in a way that clients can understand, given educational and […]

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Customized IT at Caja Morelia safeguards client data

02 May 2014
  • Cara Forster

At Caja Morelia Valladolid, investing in high quality technology is the foundation for accurate and secur eclient information as well as the basis for strong customer service for its clients. Caja Morelia began as a cooperative society initiated by the Catholic Church in 1964. In 2005, it became a regulated cooperative overseen by federal authorities in Mexico and by 2008, Caja Morelia had transformed into a regulated financial intermediary subject […]

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Facing Over-indebtedness at Partner Microcredit Foundation

02 May 2014
  • Ewa Bankowska

In a vibrant and competitive microfinance sector,Partner Microcredit Foundation employs a multifaceted system to prevent, detect, and correct overindebtedness among its clients. Management views avoiding client over-indebtedness as an institutional responsibility and has built a robust system that functions throughout the lending process. Partner was started by Mercy Corps in April 1997 as a non-profit organization with a long-term goal of establishing a micro credit company to eventually transform into […]

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Collections with Dignity at FinComún

01 May 2014
  • Cara Forster

In 2008, while facing rising default rates, FinComún implemented a new collections philosophy in order to support clients facing the global financial crisis and combat rising default rates. The new philosophy,Collections with Dignity, is based on the belief that collections agents should treat clients how they themselves would like to be treated. By focusing on client outcomes as well as loan recovery,FinComún was able to strengthen relationships with clients, increase […]

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Compartamos: Building institutional culture around a code of Ethics

01 May 2014
  • Cara Forster

Staff ethics have been at the heart of Compartamos Banco’s institutional culture since its inception. Com-partamos began as an NGO in 1990, lending to women microentrepreneurs in Mexico. By 2006, the institution had transformed from an NGO into a commercial bank. Although it now has 1.2 million clients and its staff has nearly quadrupled to almost 6,000, the bank always maintained a spirited institutional culture. Compartamos established a formal Code […]

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Implementing Client Protection in Microfinance

01 May 2014
  • Daniel Rozas

Recognizing a need to make the commitment to client well-being explicit and actionable, the providers, investors,donors, and support organizations that make up the microfinance community introduced the Client Protection Principles (CPPs) in 2008. The Smart Campaign was launched in 2009 to assist the microfinance industry in implementing the principles. The Campaign now has over 2,300 endorsers from 130 countries,including 700 microfinance institutions (MFIs). After nearly two years, it is possible […]

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Putting the Principles to Work: Detailed Guidance on the Client Protection Principles

01 May 2014

This draft guidance is intended to engage participants in developing a consensus on the meaning and interpretation of each of the Client Protection Principles (CPPs). It gives general guidance on how each principle should be applied. The document is based on a slightly revised list of principles from the original six developed in 2008 which formed the basis of the Smart Campaign. The changes are proposed in order to open […]

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Financial Institution roles and responsibilities: key points for Responsible Banking.

01 May 2014
  • Laurie Dufays

Social, responsible, sustainable – these are the new buzz words when it comes to conducting business. We hear and read them every day in the news, more in reference to how things should be than to how things actually are. Corporate social responsibility was first conceived as a kind of separate wing of the enterprise, where it engaged in activities purported to serve society. But now society demands enterprises integrate […]

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