Recursos

Five case studies from Indian financial service providers designed to illustrate what can go wrong if proper data privacy policies and procedures are not followed. This training tool uses real-life case studies to highlight common data privacy risks and errors, while providing guidance for staff training and client education.

Note: this document is based on the 6 Client Protection Principles of the Smart Campaign. Since 2022, the sector has been following 8 Client Protection Standards, which make this document outdated but still relevant as a guide for implementing best practices in the field.

Originally developed by The Smart Campaign, this tool provides practical guidance for financial service providers to assess and improve their collections policies and practices. It includes checklists, sample manual contents, and staff training tools to promote ethical behavior in collections. Group exercises help field staff handle ethical dilemmas and difficult clients while ensuring repayment. This resource remains highly relevant for institutions committed to respectful and responsible collections practices. It supports a culture of client protection while maintaining institutional sustainability and operational consistency.

This resource offers a practical guide to improving transparency in the promotion and sale of financial products. It includes five checklists with recommended practices for communicating with clients when offering individual loans, group loans, savings products, and services for clients with special needs. The tool focuses on the first point of client contact—the sales pitch—and emphasizes the use of clear language, appropriate communication methods, and materials suited to clients’ financial literacy. Institutions are encouraged to review and adapt the checklists to fit their own products and sales approaches.

Providers guidance on what a code needs to include and how it must be communicated and staff trained.