SPBD Suggestions, Inquiries & Complaints Policy & Processes

Hello and welcome to the SPBD Suggestions, Inquiries and Complaints Policy & Processes eLearning course!

The aim of this course is to build your knowledge of the S-I-C Policy and Processes and how to implement them.

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Welcome & Learning Objectives

Learning Objectives

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Module 1

Topics

  • A reminder about the purpose of the SMART Campaign

  • The 7 Client Protection Principles

Module 2

Topics

  • Why SPBD launched S-I-C system

  • Definitions of suggestion, inquiries and complaint

  • Why it’s important to SPBD to handle suggestions, inquiries and complaints professionally


Module 3

Topics

  • SPBD Processes for handling Suggestions

  • SPBD Processes for handling Inquiries

  • SPBD Processes for handling Complaints

  • Staff Responsibilities

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Module 4

Topics

  • How to handle complaints

  • Why appropriate complaints handling is so important

Module 1: Smart Campaign & SPBD’s S-I-C System

Reminder: What is The Smart Campaign?

The Smart Campaign is a global campaign committed to embedding client protection practices into the institutional culture and operations of the financial inclusion industry.

PURPOSE: to ensure MFIs take concrete steps to protect clients from potentially harmful financial products and/or practices, and ensure that clients are treated fairly.

The certification process addresses the central question:

"Does this institution do what it should to ensure that clients receive fair treatment?"

Client Protection Principle 1

Client Protection Principle 2

Client Protection Principle 3

Client Protection Principle 4

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Client Protection Principle 5

Client Protection Principle 6

Client Protection Principle 7

Client Protection Principle #7 and the S-I-C Process

At SPBD, we strongly believe in adhering to the Smart Campaign's Client Protection Principle #7 of providing mechanisms for complaint resolution as a mechanism to both resolve individual problems and to improve our products and services.

 

Knowledge Check #2:  Which of the 7 Client Protection Principles does the S-I-C Process relate to?

  • Prevention of over-indebtedness
  • Appropriate product design and delivery
  • Mechanisms for complaint resolution
  • Fair and respectful treatment of clients
  • Privacy of client data
  • Responsible Pricing
  • Transparency

Module 2: The S-I-C system: What is meant by a suggestion, inquiry and complaint?

The SPBD suggestion, inquiry and complaint process and staff responsibilities

Why did SPBD launch the S-I-C Policy and Process?

SPBD launched it’s Suggestions, Inquiries and Complaints (S-I-C) system in order to improve our products and services.

Prompt, professional handling of suggestions, inquiries and complaints as well as resolution of complaints are important in ensuring that members have a good experience with SPBD and are, therefore, more likely to actively promote the institution.

Definitions of suggestion, inquiries and complaint: Suggestion

Real Life Example: Suggestion

Loasana completes a suggestions, inquiries and complaints form next time she is at the SPBD office, recommending that the weekly centre meeting time is changed as some members often leave early to pick up their children from school.

Definitions of suggestion, inquiries and complaint: Inquiry

Real Life Example of an Inquiry

At the weekly centre meeting, Fine asks her centre manager what the interest rate is on SPBD’s higher education loan product, and if she is eligible for one to pay for her granddaughter’s university textbooks.

Definitions of suggestion, inquiries and complaint: Complaint

Real Life Example: Complaint

Ana calls the SPBD suggestions, inquiries and complaints hotline. She is unhappy because she thinks that she was given less than the requested loan amount because the centre meeting attendance record was incorrect.

Why it’s important to SPBD to handle suggestions, inquiries and complaints professionally

Other reasons why it’s important to SPBD to handle suggestions, inquiries and complaints professionally

Knowledge Check #1: Match the description to the correct definition

  • Suggestion
    Reaction or input to the products and/or services, to be used for improvements.
  • Inquiry
    Investigation of products and/or services.
  • Complaint
    The expression of dissatisfaction of the customer relating to the offering of products and/or services.

Knowledge Check #2:  Why is handling complaints appropriately so important?

  • To our products and services

  • To responsive mechanisms for complaints and problem resolution

  • To  member issues or problems

  • To the member

  • To our reputation

  • To more business 

  • To our competitive position

 

Module 3: The SPBD suggestion, inquiry and complaint Policy and Processes, and staff responsibilities

Overview of the Suggestions, Inquiries & Complaints Process

How to process suggestions, inquiries and complaints

STEP ONE: INFORM MEMBERS

Members will be informed of the S-I-C process via the following methods:

  • Posters displayed prominently in each office

  • Product documentation

  • New member training

  • Disbursement

  • Member-staff interaction during centre meetings and loan disbursement

  • Financial booklet

How to process suggestions, inquiries and complaints

STEP TWO: RECEIVING S-I-C

Suggestions, inquiries and complaints can be received via a number of different methods:

  • In person at  the SPBD office; or in the field.

  • Telephone: Using the Hotline: 5550 from 0900-1700 hrs from Monday to Friday

  • SMS: Using mobile # 5550 at any time

Complaints not submitted in written form should be recorded in the SPBD SIC Form for processing, and where possible verified by the complainant by signature. 

How to process suggestions, inquiries and complaints

STEP THREE - PROCESSING SUGGESTIONS, INQUIRIES & COMPLAINTS

IN HEAD OFFICE

  • Suggestions, inquiries and complaints received through the suggestion box, SMS, hotline and in-person will be first recorded on the pre-numbered SPBD SIC Form.

  • These forms are to be entered into the centralized database within 1 day.

IN BRANCHES

  • Suggestions, inquiries and complaints received through the suggestion box and in- person will be recorded on the pre-numbered SPBD SIC Form.

  • These forms will be scanned and emailed to Head Office by 4.30 pm on the same day.

  • Head Office will enter these forms into the centralized database within 1 day

Process Map for Suggestions

Process Map for Inquiries

Process Map for Complaints

How to use feedback and the lessons learnt from complaints to improve service design and delivery

STEP FOUR - ACCOUNTABILITY AND LEARNING

  • Using all feedback and the lessons learnt from complaints to improve service design and delivery.

  • Having systems in place to record, analyse and report on the learning from complaints.

  • Regularly reviewing the lessons to be learnt from complaints. Using the information gathered from complaints to improve our service delivery.

  • Helps to prevent problems from recurring

Staff Responsibilities

ALL staff

  • Receive SIC, record on SIC form and place in box

Branch delegate

  • Check SIC box each day, scan and email completed SIC forms to head office by 4.30pm.

Social Performance Manager

  • Record SIC in database, contact client to confirm receiving complaint, and allocate to correct staff member for investigation.

Team Leader, Operations Manager, Branch Manager, Finance & Admin Manager

  • Investigate SIC allocated to you, respond to client by deadline, inform SPM of outcome.

Knowledge Check #1: Put the S-I-C Process in the correct order by dragging and dropping the steps

  • Informing members
  • Receiving Suggestions, Inquiries & Complaints
  • Processing Suggestions, Inquiries & Complaints
  • Accountability & Learning

Knowledge Check #2 Match staff responsibilities to the correct role

  • All staff
    Receive SIC, record on SIC form and place in box
  • Branch Delegate
    Check SIC box each day, scan and email completed SIC forms to head office by 4.30pm
  • Social Performance Manager
    Record SIC in database, contact client to confirm receiving complaint, and allocate to correct staff member for investigation.
  • Team Leader, Operations Manager, Branch Manager, Finance & Admin Manager
    Investigate SIC allocated to you, respond to client by deadline, inform SPM of outcome.

Module 4: How to handle complaints and why appropriate complaints handling is important

Why dedicate a whole module to complaints?

Although complaints are only one component of the suggestions, inquiries and complaints system, they are often the most challenging to handle, which is why this section is dedicated to complaints resolution.

The problem is not the problem, it is how you handle the problem that's important, and it is crucial that we  look at complaints as an opportunity for SPBD to improve our services

Why do our members complain?

4 Tips for Complaint Resolution

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4 Tips for Complaint Resolution

4 Tips for Complaint Resolution

4 Tips for Complaint Resolution

How dissatisfied members affect the organisation

Knowledge Check #1 Why do members complain? Select all the answers that apply

  • To help improve services.
  • Their expectations have not been met.
  • Because of concern for others who also use the service.
  • They just want to cause trouble.
  • To release any frustration they have from the institution.

Knowledge Check #2 - Choose whether you think the following statements are true or false

  • I never have to apologise to a client making a complaint
  • When a client is making a complaint I should stop everything else that I'm doing and focus on what they are saying
  • I don't need to direct the client to call the complaints hotline or fill out a form and submit in the S-I-C box.
  • I should not take it personally when a client makes a complaint

Conclusion

Recap: The Smart Campaign & 7 Client Protection Principles

At the start of this course you were  reminded you about The Smart Campaign and the 7 Client Protection Principles

Recap: Complying with Client Principle #7

Then you learned the importance of Client Protection Principle #7 "Mechanisms for complaint resolution'

Recap: The definitions of Suggestion, Inquiry & Complaint

You learned the difference between a suggestion, an inquiry and complaint

Recap: The 7 reasons why it's important to handle complaints professionally

And why it's so important to handle complaints professionally....

Recap: The S-I-C Process

You learned what the process is for responding to suggestions, inquiries and complaints

Recap: Staff Responsibilities

And what your responsibilities are depending on your ole within the organisation

Recap: Why members complain

You were given some of the reasons members make a complaint

Recap: Tips for complaint resolution

Then you learned four tips for resolving complaints

Thank you!

Thank you for taking the SPBD Suggestions, Inquiries & Complaints Policy & Process course.

We hope you enjoyed it!