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Recursos
Case studies & Field examples
Code of Conduct for Collections and Collections Practices for Group Loans (Swadhaar FinServe, India)
Detailed policy regarding how employees and third parties are to approach collections under different circumstances. Includes guidance for group loans.
Training sessions & Material
Sample slides for training staff on Code of Conduct
Template and sample slides for a staff training on a code of conduct.
Guidelines
Responsible Treatment of Clients: Practicing Non-discrimination
Provides a rationale for non-discrimination, examples of different forms of discrimination and recommendations for addressing and preventing discrimination.
Training sessions & Material
Illustrations and Activities for Training Loan Officers on Customers' Rights and Responsibilities (Sahayata Micro Finance, India)
Illustrated training materials developed by Sahayata Micro Finance (India) to train loan officers on how to demonstrate respect for customer rights.
Guidelines
How to Develop an Institutional Code of Ethics
Provides step by step guidance creating a code of ethics.
Case studies & Field examples
Chamroeun Covid-19 Impact Staff Survey Questionnaire 2021
Report produced from a Chamroeum 2021 survey to understand the impact of COVID-19 on its staff.
Tools & Templates
Chamroeun Staff Covid-19 Impact Survey Report 2021
Survey used by Chamroeun to under the impact COVID-19 was having on its staff.
Guidelines
EU Taxonomy
The EU Taxonomy establishes the technical screening criteria for determining the conditions under which an economic activity qualifies as contributing substantially to climate change mitigation or climate change adaptation and for determining whether that economic activity causes no significant harm to any of the other environmental objectives.
Guidelines
Green Inclusive Finance: A Framework for Understanding How Financial Services Can Help Low-Income and Vulnerable People Respond to Climate Change
This publication identifies the different financial products and services that can help mitigate adverse impacts on the environment, strengthen resilience against climate-related shocks, and support adaptation to climate change and transition to new livelihoods. It reviews their effectiveness in reaching these objectives, using key results from different impact studies.
Case studies & Field examples
Example Complaint Trends and Operational or Product Improvements to Adress Complaints
Provides examples of common complaints and possible product or service improvements to address them.
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