The SEEP Network Consumer Protection Code of Practice Template and Discussion Guide

This guide explores transparency in microfinance consumer policies and practices, without increased government regulation.

The guide:

• Is an example of an outline for a consumer protection code of practice for use by a microfinance institution (MFI), network or association;
• Contains the major headings and subheadings that should be included in a consumer code of practice;
• Presents a series of questions intended to help users develop their own consumer protection code of practice.

The guide recommends that:

• Each institution determine the content that best helps meet its objectives of the code, rather than attempt to incorporate responses to every question in the guide;
• The content under each heading or subheading respond to the questions as concisely as possible and in clear and direct language;
• Each element in the code is specific enough to be verified.

The guide lays down codes for the following topics:

• The MFI's commitment statement;
• Its operations, products and services, including:
  • Marketing, distribution and pricing of products and services,
  • Debt collection practices;
• Transparency, including:
  • Disclosure,
  • Accessibility;
• Community engagement, including:
  • Client education and satisfaction,
  • Questionable practices,
  • Community actions;
• Accountability, including:
  • Compliance;
  • Complaints;
• Local law exceptions.