Members

The Fair Practice Code (FPC) has been formulated by CITIZEN'S AND SENIOR CITIZEN'S CREDIT CO-OPERATIVE SOCIETY LTD. (the Company) with a view to institute fairness and healthy practices in the conduct of the Company's business, thereby creating a cordial relationship between the Company and its customers and fostering confidence in the Company's services.

The FPC shall be applicable to all the offices of the Company, including the Head Office at Mangalore, Dakshina Kannada District, Karnataka, the Regional Offices located at various centres, and all Branch Offices across Karnataka. The provisions of this Fair Practice Code shall be binding on all employees and officers of the Company.

The objectives of the Fair Practice Code (FPC) are as under:

1. Adopt the best practices in dealings with customers.
2. Set challenging benchmarks and strive to achieve high operating standards for ensuring customer satisfaction.
3. Follow transparent, fair, ethical and legally tenable practices while conducting business.
4. Provide all necessary information and inputs to customers/prospective customers and promote a mutually beneficial relationship.
5. Facilitate a continuously growing base of satisfied customers while scrupulously avoiding acquisition of customers having doubtful credentials or criminal background.

1. The Company undertakes to abide by all applicable laws, regulations and guidelines passed/issued by the Regulators and other competent authorities.
2. The Company commits itself to full customer satisfaction through efficient, professional and courteous services across all its offices.
3. The Company shall consistently strive to meet with and improve upon the internally set benchmarks and practices and be ahead of the standards prevalent in the industry.
4. The Company undertakes not to discriminate against customers on grounds of religion, caste, gender or language.
5. The Company will provide clear and complete information about its products and services to customers/prospective customers and will not resort to any misleading or potentially deceptive advertisements or representations.
6. The Company undertakes to desist from introducing any products/services having elements of hidden charges or lack of transparency.
7. The Company will communicate in the local language with the customer and in English at the request of the customer.
8. The Company undertakes to take all possible and reasonable measures to secure the safe custody of the security pledged by the customer and to compensate the customer for any accidental, inadvertent or fraudulent loss of the security while in the custody of the Company.
9. The Company undertakes not to take advantage of any unintentional or clerical error made by the customer while transacting business.
10. The Company is committed to putting in place a system for promptly addressing customer complaints and suggestions, supplemented with a structured Grievance Redressal Mechanism having an escalation matrix.
11. The Company shall display the Fair Practice Code (FPC) at all its places of operation and shall also make a copy of the FPC available to customers on request.

The Fair Practice Code (FPC) has been formulated by CITIZEN'S AND SENIOR CITIZEN'S CREDIT CO-OPERATIVE SOCIETY LTD. (the Company) with a view to institute fairness and healthy practices in the conduct of the Company's business, thereby creating a cordial relationship between the Company and its customers and fostering confidence in the Company's services.

The FPC shall be applicable to all the offices of the Company, including the Head Office at Mangalore, Dakshina Kannada District, Karnataka, the Regional Offices located at various centres, and all Branch Offices across Karnataka. The provisions of this Fair Practice Code shall be binding on all employees and officers of the Company.