Governance
Fair Practice Code
The standards we hold ourselves to in every interaction with members. [VERIFY: This code must be reviewed and formally adopted by the board before publication.]
Transparent communication
- All rates, charges and terms are disclosed with effective dates before a member commits
- Product information is written in plain language, without misleading claims
- No public solicitation of deposits; services are offered only to eligible members
Fair assessment
- Loan applications are assessed on documented eligibility, security and repayment capacity
- Approval decisions follow the company's lending policy, applied consistently
- No guaranteed or instant approvals are promised at any stage
Ethical collection and recovery
- Members receive clear notices before any recovery action
- Communication with members remains respectful at all times
- Security enforcement follows the documented notice and auction process, with surplus returned to the member
Confidentiality and documents
- Member information is kept confidential and used only for legitimate purposes
- Security documents are handled, stored and returned as per documented procedures
- KYC information is collected only through authorized, secure channels
Complaint handling
- Every complaint receives a reference number and acknowledgement
- A defined escalation path leads to the grievance officer
- Resolution targets are published on the Grievance Redressal page