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Consumer Protection Principles in Practice: A Framework for Developing and Implementing a Pro-Client Approach to Microfinance
Oct 2006, Arteaga, X., Kapila, M., McAllister, P. & Porter, B.
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Development and implementation of pro-client principles at SEEP

This ‘Progress Note’ presents a framework for developing and implementing pro-client principles, building on the experiences of the SEEP Network members over the last two years.

The note:

States that “pro-client” principles, with a pro-active approach to consumer protection, will encourage microfinance institutions (MFIs) to improve their practices.
Illustrates the importance of developing consumer protection policies in the microfinance industry with descriptions of events where allegations of consumer abuse negatively affected MFIs.

The brief presents information about:

The history of SEEP work on consumer protection.
The four stages of constructing a “Consumer Protection Statement”: the phases of commitment, development, approval and implementation.
Areas that require attention when putting a code into practice: Revision of human resources policies, marketing, operations, monitoring.
The diverse approaches to consumer protection of the following organizations: ACCION International, ACDI/VOCA, CARE, the Association of Microfinance Institutions in Uganda (AMFIU), the Microfinance Network (MFN), Freedom from Hunger and Bank Rakyat Indonesia (BRI).
Translating a consumer protection statement into action.
The experience of various MFIs in the area of consumer protection.

The brief lists the six “pro-client” principles of the SEEP network:

Quality of service;
Dignified treatment;
Truthful and transparent information;
Appropriate pricing;
Protection from unethical and illegal practices;
Privacy of client information.

It concludes by listing ten tips that would make MFIs more client-friendly.

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19 Mar 2009



United States

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Journal Volume/Pages:
12

Publisher(s):
The Small Enterprise Education Promotion Network