Fair Practice Code
Our commitment to transparency, fairness, and ethical practices in all our dealings with borrowers.
Background
RBI has issued the guidelines on Fair Practices Code for Non-Banking Finance Companies which sets the fair practices standards when dealing with individual customers and to serve as a part of best corporate practice.
In view of this, MoneyMintra has adopted this code to provide transparency in business dealings with its borrowers.
Application of Code
This Fair Practices Code applies to all categories of products and services offered by MoneyMintra whether the products and services are provided across the counter, over the phone, through interactive electronic device, on the internet or by any other method.
Key Commitments
1Applications for Loans and their Processing
- Loan application forms will include necessary information, which affects the interest of the borrower, so that a meaningful comparison with the terms and conditions offered by other NBFCs can be made and informed decision can be taken by the borrower.
- The loan application form will indicate the documents required to be submitted with the application form.
- The loan application form and the sanction letter / MID (Most Important Document) issued to the customer shall disclose the approach for gradation of risks and rationale for charging different rates of interest to different categories of borrowers.
- The company will devise a system of giving acknowledgement for receipt of all loan applications. The time frame within which loan applications will be disposed of will also be indicated in the acknowledgement.
- If Company cannot provide the loan to the borrower, the same shall be communicated to the borrower with the reason(s) for rejection.
- Company will make available its loan products to all qualified borrowers and shall not discriminate on grounds of sex, caste and religion in the matter of lending.
- When a person is considered to be a guarantor to a loan, company shall inform him/her the terms of liability as guarantor and any default in servicing of the loan.
2Loan Appraisal and Terms/Conditions
- The company will convey in writing to the borrower by means of sanction letter or otherwise, the amounts of loan sanctioned along with the terms and conditions including annualised rate of interest and method of application thereof.
- The loan sanction letter and all communications to the borrower shall be in the vernacular language or a language understood by the borrower.
3Disbursement of Loans including Changes in Terms and Conditions
- The Company will give notice to the borrower of any change in the terms and conditions including disbursement schedule, interest rates, service charges, prepayment charges etc.
- Changes in interest rates and charges are affected only prospectively. A suitable condition in this regard will be incorporated in the loan agreement.
- The penal interest to be charged by the company for late repayment of loan shall be mentioned in bold letters in the loan agreement.
- Decision to recall/accelerate payment or performance under the agreement or seek additional securities/collaterals will be in consonance with the loan agreement.
- The loan agreement shall contain a built-in re-possession clause with provisions regarding notice period, circumstances for waiver, procedure for taking possession, final chance for repayment, and procedure for sale/auction.
- The Company will release all securities on repayment of all dues or on realisation of the outstanding amount of loan subject to any legitimate right or lien.
4General Practices
- The company will refrain from interference in the affairs of the borrower except for the purposes provided in the terms and conditions of the loan agreement.
- In case of receipt of request from the borrower for transfer of borrower account, the consent or objection will be conveyed within 21 days from the date of receipt of request.
- In the matter of recovery of loans, the company will not resort to undue harassment viz. persistently bothering the borrowers at odd hours, use of muscle power for recovery of loans, etc.
- Company shall not charge foreclosure charges/prepayment penalties on all floating rate term loans sanctioned to individual borrowers.
- Company shall inform the borrower in the event of closure/shifting of its branch office.
Complaints & Resolution
Filing a Complaint
In case of any complaint/grievance, the applicant/borrowers will have to inform in writing the concerned branch. The Branch Officials shall immediately take up the matter for redressal as per the policy. In case the complaint remains unresolved, the borrower shall write to Zonal Office Level.
Resolution Timeline
All disputes in relation to the products and services shall be heard and disposed of within 30 days from the date of receipt of the complete details in respect of the grievance.
Grievance Redressal Officer
RBI Escalation
In case the borrower is not satisfied with the decision of the Grievance Redressal Officer or the complaint/dispute is not resolved within 30 days, the borrower may approach the Officer in Charge of the Regional Office of Department of Non-Banking Supervision of RBI.
Additional Information
- A consolidated report of periodical review of compliance of fair practice code and functioning of the grievance redressal mechanism at various levels of management may be submitted to the Board/Committee of Directors at regular intervals.
- The Company shall furnish a copy of the loan agreement to the borrower at the time of disbursement of loan.