Transparency is high on the list.  Best practices include:

• Placing Customer Care Representatives in 220 branches.
• Developing a Comprehensive Fair Practices Code (CoC) to include standards recommended by the Reserve Bank of India, MFIN & the Smart Campaign.
• Displaying Fair Practice Code posters prominently in all branches.
• Revising loan agreements, customer training leaflets & other communications to include transparency standards.
• Implementing programs to educate staff and customers on the Fair Practices Code and Grievance Redressal Process.
• Distributing “Flip Cards” to all customers, which include complaint resolution procedures and customer Do’s & Don’ts.  Article