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Client Protection – are we there yet? (The MCPI Experience)

Client Protection – are we there yet? (The MCPI Experience). Mila M. Bunker, Chairperson Microfinance Council of the Philippines, Inc. (MCPI) (November 3,2011). About MCPI.

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Client Protection – are we there yet? (The MCPI Experience)

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  1. Client Protection – are we there yet?(The MCPI Experience) Mila M. Bunker, Chairperson Microfinance Council of the Philippines, Inc. (MCPI) (November 3,2011)

  2. About MCPI • MCPI is the national network of MFIs and support organizations working towards sustainable, innovative, and client-responsive solutions to poverty in the Philippines. • MCPI is composed of 47 institutions including 39 MFIs and 8 support organizations.

  3. MCPI & Client Protection:how it started • Social Performance Management as one of the core programs of MCPI • Client protection (doing no harm to clients) as fundamental in social performance management • Arising issues on client protection such as: over-saturation of MF services, multiple borrowing, unethical MFI practices, etc. • Participation in the Beyond Codes Project in 2009 • Smart Campaign endorsement

  4. Client Protection Initiatives of MCPI • Advocacy – raising awareness on client protection issues and on the six Client Protection Principles; research- and information-based advocacy: • Pricing transparency • Multiple borrowing study • Client-mapping initiative to determine saturation levels of MF services • Training MFIs on the Client Protection Principles • Assessment of MFIs’ client protection practices • Engaging key stakeholders and participating in major initiatives • Bangko Sentral ng Pilipinas (for the standardized disclosure format) • The Smart Campaign • The SEEP Network (network strengthening project) • The MIX (reporting) • MicroFinance Transparency • Oikocredit

  5. Some Findings To-date • Appropriate product design and delivery • MFIs with market research and business development services units are more effective in terms of appropriate product design and delivery • Prevention of over-indebtedness • Need to be translated in terms of policies to ensure practice and implementation • Governance (Board and senior management) plays an important role • Transparency • Pricing transparency still has to be improved; • Communicating to clients using local language in marketing materials and other documents are commonly practiced

  6. Some Findings To-date • Fair and respectful treatment of clients • The role of HR, including training, is critical in ensuring that staff adheres to appropriate treatment of clients • Privacy of client data • A conducive regulatory environment which gives importance to client privacy can be supportive of this principle, particularly for bank MFIs • Mechanisms for complaint resolution • MFIs taking advantage and making use of social networks and SMS in getting feedbacks from clients • Presence of a product development unit is effective in incorporating changes or adjustments in products and services based on client feedback

  7. Where is MCPI now? • Raising awareness • Continuing efforts on raising awareness through learning activities (training, fora) • Proposed Microfinance Code • Integration of client protection principles in the proposed code • Coordination • BangkoSentralngPilipinasfor policy advocacy particularly on pricing disclosure • Microfinance Transparency - the state of pricing transparency in the Philippines • Engaging more regulators and MFIs

  8. MARAMING SALAMAT!

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