Policy
Clear principles for fair, transparent and reliable customer service.
Fair Practice
- Explain loan terms in simple language.
- Share charges and repayment expectations clearly.
- Avoid unnecessary conditions in customer dealings.
Customer Care
- Listen to customer needs before recommending a product.
- Support customers with respectful communication.
- Resolve complaints through direct branch-level attention.
Security and Privacy
- Handle pledged assets with care and accountability.
- Protect customer information collected for transactions.
- Use technology to improve convenience and reliability.
Customer Responsibilities
A fair process works best when information is clear from both sides
01
Provide Correct Details
Customers are requested to provide accurate personal, contact and loan-purpose information.
02
Understand Terms
Before accepting a facility, customers should understand repayment, charges and obligations.
03
Communicate Changes
Customers should inform the branch about important changes that may affect repayment or communication.
Complaint Handling
Customer concerns are expected to be handled with branch-level attention, respectful communication and timely guidance.
- Listen to the concern carefully.
- Check transaction details before responding.
- Guide the customer on the next step.
Information Privacy
Customer information collected for loan processing and transactions should be handled carefully and used only for legitimate service purposes.
- Protect customer contact and identity details.
- Use information for service and compliance needs.
- Maintain responsibility in records and communication.