IDFC FIRST Bank : Digital Partnerships- Standard Operating Procedures (SOPs)

 As a service provider, digital channel partners are expected to follow IDFC FIRST Bank Credit Cards Business’
validated & approved Verbal, Visual & Written communications for all mediums to help mitigate incorrect use of
brand identity & product features & benefits. IDFC FIRST Bank Credit Cards Business shall provide from time to time
a set of communication messages / collaterals including Audio / Video & images for partner usage in their digital
campaigns.
 As a service provider, digital channel partners are expected to source New to Bank customers to enhance the bank
outreach. As there is a possibility of IDFC FIRST Bank existing customers availing the cards through partner’s
platform/campaigns, Digital channel partners can go ahead and source these customers subject to a maximum monthly
capping of 20% of total sourcing for payout purposes.
 It is advised that customer outreach should be limited to digital campaigns (e.g. Email/WA/SMS), and should be
limited to a maximum of 2-3 times per week to ensure optimal customer experience. It is strongly advised that cold
calling through tele-calling route is not initiated to solicit customers for IDFC FIRST Bank Credit Cards.
 Partners shall not incentivize customers through Cash / Wallet Cash back/ Vouchers / any other means for sourcing of
their card application as this goes against the letter & spirit of the regulatory guidelines
 It is advised that the partners should not put up self-manufactured videos / audios on Social & Digital platforms
regarding IDFC FIRST bank Credit Cards, as often these information sets have been found to be incorrect / inadequate
 IDFC FIRST Bank shall take all the appropriate initiatives on Activation of cards sourced by partners through various
campaigns & voice out-reach. There would be commensurate claw backs for any cancellation due to non-activation of
cards or due to voluntary cards cancellation within 60 days of issuance for any other reason. (this is in reference with
latest RBI guidelines)
 The Bank reserves the right to conduct onboarding process / campaign / communication audits pertinent to customer
acquisition for IDFC FIRST Bank Credit Cards at partner’s premises.
 As a joint stakeholder and business partner, the digital channel partners are expected to assist the Bank in resolving any
dispute between Customer and Bank in relation to any Account sourced by the service provider to the best of their
ability.
 It is advised that the digital partners should not bid on IDFC FIRST Bank keywords for Credit Cards in the digital
space (e.g. Google / FB etc.)
 The Digital Partners are advised that the UTM parameters allocated to them are not altered for further dissemination,
without requisite concurrence from Bank’s representatives
 It is advised that the Digital Partners strongly optimise their checks & balances to avoid the following violations from
the Bank’s SOP, which may result in penal action in form of monetary penalties, or termination in extreme cases :
o Mis-selling ( miscommitting credit card variants / limits )
o DNC violations ( partners would be directly responsible for any financial penalties for such violations )
o Customer outreach via cold telecalling / IVR ( other than Partner’s consented customers )
o Unauthorised usage of Bank collaterals
o Illegitimate application initiation to check provisional approvals
o Any act of fraud, to secure illegitimate approvals, or to influence customers
 IDFC FIRST Bank Regional Heads will communicate formally with the concerned Partner informing them of any such
violations so that the Partners can then initiate corrections on the subject

We hereby undertake to adhere to the above-mentioned guidelines and protocols while rendering our services towards IDFC
FIRST Bank Credit Cards business. Deficiency in adherence of the above guidelines may attract appropriate actions as may be
initiated by the Bank.

Authorized signatory
Mohit Digitally signed
by Mohit Ratra
Name:
Ratra Date: 2023.06.21
18:50:24 +05'30'
Date:
Company Name & Seal: