Scribd Logo
Upload

Welcome to Scribd!

  • Client Protection - Best Tools and Pratices - AzerCredit - ENG

    Uploaded by

    mfcstat
    26 views9 pages
    The document discusses mechanisms for complaint resolution at VF AzerCredit, including approved policies, customer grievance and feedback boxes, forms, and flowcharts showing how complaints are handled. Statistics are presented from client exit and post-disbursement surveys, showing the majority were fully or semi-satisfied, while some requested changes like lower interest rates or longer grace periods. Over the past year there were 347 grievances from boxes, 260 exit surveys, 42 hotline calls and 21 website inquiries, with most complaints resolved within 3 days and none taking over 5 days.

    Original Description:

    Original Title

    Client Protection _ Best Tools and Pratices_AzerCredit_ENG

    Copyright

    © Attribution Non-Commercial (BY-NC)

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Report this Document
    The document discusses mechanisms for complaint resolution at VF AzerCredit, including approved policies, customer grievance and feedback boxes, forms, and flowcharts showing how complaints are handled. Statistics are presented from client exit and post-disbursement surveys, showing the majority were fully or semi-satisfied, while some requested changes like lower interest rates or longer grace periods. Over the past year there were 347 grievances from boxes, 260 exit surveys, 42 hotline calls and 21 website inquiries, with most complaints resolved within 3 days and none taking over 5 days.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    26 views9 pages

    Client Protection - Best Tools and Pratices - AzerCredit - ENG

    Uploaded by

    mfcstat
    The document discusses mechanisms for complaint resolution at VF AzerCredit, including approved policies, customer grievance and feedback boxes, forms, and flowcharts showing how complaints are handled. Statistics are presented from client exit and post-disbursement surveys, showing the majority were fully or semi-satisfied, while some requested changes like lower interest rates or longer grace periods. Over the past year there were 347 grievances from boxes, 260 exit surveys, 42 hotline calls and 21 website inquiries, with most complaints resolved within 3 days and none taking over 5 days.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    of 9

    Mechanisms for Complaint Resolution

    VF AzerCredit Experience
    MFC Conference 2012

    www.azercredit.az

    Approved Policies
    Client Protection Policy Customer Grievance and Feedback System Policy Post Disbursement Client Survey Policy Client Exit Survey System Policy

    Customer Grievance & Feedback Box


    Box size:
    110cm x 40cm x 60cm

    Customer Grievance & Feedback Form

    Complaint Flow-Chart 1
    Customer

    Senior Loan Officer

    Receptionist

    Loan Officer

    Branch Manager

    Regional Manager

    Operation Manager

    Marketing Manager or Legal Counsel or both

    Deputy Chairman

    Complaint Flow-Chart 2
    CUSTOMER

    Customer Service Officer and/or Head of Marketing Department

    Deputy Chairman

    Operation Manager and/or Regional Manager

    Some Statistics
    From Client Exit Survey Report
    DONT APPLY BRANCH / INTER RAYON NAME : VIEWS TOTAL APPLY TOTAL STATE MENTS INTEREST RATE LESS SER VICE FEE GOLD COLLA TERAL LESS REQUIRE NO/LESS ALLOW MORE GRACE PERIOD ALLOW LONGER LOAN
    AMOUNT

    ISSUE ISSUE MORE IN MANAT LOANS

    ISSUE LUMP SUM LOANS PAYMENT FEE EARLY ON FOR TERMINATI DISCOUNT NO/LESS

    APPLY

    APPLY APPLY QUICKER PROCE DURES

    DONT APPLY

    DONT REJECT REJECT FOR FOR 1-2-3-5 OLD DAYS LATE AGE

    LATE PE NALTY

    TERM

    1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20.

    IMISHLI SAATLY SABIRABAD AGHJABEDI BALA-BEHMENLI HORADIZ BEYLAGAN MINGECHEVIR YEVLAKH AGHDASH GENJE GOY-GYOL GERANBOY SHEMKIR TOVUZ GAZAKH TER-TER BAKU SUMGAYIT GARADAG TOTAL IN FIGURES TOTAL IN%-AGE

    16 4 3 0 8 12 8 12 9 3 9 8 8 9 2 3 10 6 7 16

    11 9 0 4 4 11 5 3 2 0 3 2 1 5 0 0 0 0 3 5 73 100 %

    2 1 0 2 0 4 2 2 0 0 1 1 0 3 0 0 2 0 0 1 21 28,77%

    1 0 0 0 0 1 1 0 0 0 0 0 0 0 0 0 1 0 0 0 4 5,48%

    0 1 0 1 2 1 0 0 0 0 0 1 1 1 0 0 0 2 3 2 15 20,55%

    1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 2 2,74%

    0 1 0 0 0 1 1 0 0 0 0 0 0 0 0 0 0 0 0 1 4 5,48%

    2 2 0 0 1 0 0 1 0 0 2 0 0 1 0 0 0 0 0 1 10 13,70%

    1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2,74%

    0 0 0 0 0 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2,74%

    1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2,74%

    0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1 1,37%

    1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1 1,37%

    2 1 0 0 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 5 6,85%

    0 1 0 0 0 1 0 0 1 0 0 0 0 0 0 0 0 0 0 0 3 4,11%

    0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1 1,37%

    153 153

    Some Statistics
    From Post-Disbursement Survey Report
    OTHERS (FULLY-SATISFIED AND SEMI-SATISFIED) 91,2%

    ANNUITY SCHEDULE 1,1% NO/LESS EARLY CLOSURE PENALTY LONGER GRACE PERIOD 1,1% 1,1%

    LESS INTEREST RATE 4,4%

    DOLLAR-MANAT ISSUE 1,1%

    Some Statistics
    During June-April 2012: 347 grievances & feedbacks from boxes 260 exited clients surveyed 42 hot-line calls 21 inquiries through website Complaint resolution usually takes 3 days, max. 5 days

    You might also like