Promoting Financial Inclusion - United Nations Development ...

• Customers are informed of their right to complain and know how to submit a complaint to the
appropriate person.
• Staff is trained to handle complaints and refer them to the appropriate person for investigation and
resolution.
• Specialized personnel are designated to handle customer complaints and problem solving.
• Complaints are fully investigated and decisions are made consistently and without bias.
• Internal audit or other monitoring systems check that complaints are resolved satisfactorily.
• Customers have the opportunity to seek independent third party recourse in the event that they cannot
resolve the problem with a financial institution, such as an ombudsman or mediator with the power to
make binding decisions.
Principle 6: Privacy of client data
A fi nancial institution measures up to this principle by respecting the privacy of client data, ensuring the integrity and
security of client information, and seeking the client’s permission to share information with outside parties prior to
doing so.
• A written privacy policy is in place which governs the gathering, processing, use, and distribution of
client information.
• Systems are in place and staff trained to protect the confidentially, security, accuracy, and integrity of
customers’ personal and financial information.
• The IT system is secure and password protected with various levels of authorized access to information
and access to data modification adjusted to the tasks and needs of the user.
• Internal audit reviews security of locations and electronic systems where client data is stored.
• Customers know how their information will be used.
• Staff explains how client data will be used and seeks client permission for use.
• Clients have the option of not having their information shared.
• The organization ensures the accuracy of information shared and requests customer consent for use of
data in a Credit Registry or Bureau.
• Customer consent is required for use of information in promotions, marketing material and other public
information. Clients are asked to express their written agreement for use of their personal information,
such as pictures and business and personal stories in the organization’s publications, promotional material,
and any information shared with external audience.
• The organization offers information, orientation, or educational sessions to clients on how to safeguard
access codes or PIN numbers.
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