| PREAMBLE |
As a part of best Corporate Practices, Deutsche Postbank Home Finance Ltd. (DPHFL) has developed a Fair Practice Code. In continuation of the DPHFL Fair Practices Code, the Channel Partners including DSAs of DPHFL have to gear up to provide the best services to the Customers in the most “Fair” and “Transparent” manner.
The Channel Partners of DPHFL have agreed to adhere to in the best interest of the customers, the industry and the Company. |
| DSA COMMITMENTS |
We shall provide a superior value proposition to our customers and all stakeholders.
We shall demonstrate fair and ethical business practices.
Our dealings with our customers will be based upon the principles of integrity and transparency as espoused by DPHFL.
We shall promote a fair and cordial long-term relationship with our customers and instill confidence in DPHFL, it's products and services. |
| About this Code of Conduct: |
This code is aimed to extend the higher operating standards of DPHFL to its Channel Partners.
This code applies to all products of DPHFL and its subsidiaries offered through its Channel Partners.
Basis DPHFL Key Commitments, this Code for Fair Practices for Channel Partners has been prepared which covers the following activities of our business: |
(i) |
Servicing prospective Customers and educating them about DPHFL Products |
(ii) |
Loan Application |
(iii) |
Loan Appraisal, Sanction and Disbursement Process |
(iv) |
Post Disbursal Customer Query |
(v) |
Privacy & Confidentiality |
(vi) |
Customer Care & Complaint |
(vii) |
Compliance with the Code |
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| 1. |
Servicing Prospective Customers and educating them about DPHFL Products |
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(i) |
DPHFL Channel Partners will advise the prospective customers about |
(a) |
The products and services in more than one way i.e. through different modes of communication and tell them how to find out more about them; |
(b) |
Information explaining the key features of its products and services that the prospective customer may be interested in; |
(c) |
Detail on any other product and service which DPHFL offers and that may suit the prospective customer's needs; |
(d) |
Information required from the applicant to apply for the loan. The applicant would also be advised by the Channel Partners about the documents required about his/her identity, address, employment, etc. in order to comply with legal and regulatory requirements; and |
(e) |
In case of any further clarification from the customer, DPHFL Channel Partner will guide the customer to contact the right official of the Company. |
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(ii) |
DPHFL Channel Partners shall give information to the customer on: |
(a) |
The applicable interest rate on the loan account; |
(b) |
When the interest is charged to the loan account; |
(c) |
How interest is applied to the account and method of calculation of the same; and |
(d) |
Manner and mode of change in the rate of interest. |
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(iii) |
DPHFL Channel Partners will make available standardized application form and brochure and Tariff schedule which would include the information on processing fee chargeable, the amount of such fee refundable in the case of non-acceptance of application, prepayment options, etc. Tariff schedule will provide the customer information about the penalties which the customer will be liable in case of non-observance / violation of any of the terms and conditions governing the product / services chosen by the customer. |
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(iv) |
DPHFL Channel Partners will inform the prospective customers about the tenor applicable for the loan together with the interest rate. |
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(v) |
DPHFL Channel Partners will ensure that its Advertising, promotional literature and campaign material is approved by the authorized official of the Company and is clear, easy to understand and not misleading in any manner. |
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(vi) |
DPHFL Channel Partners will identify themselves when they approach the customer for selling products. |
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| 2. |
Loan Application |
(i) |
DPHFL Channel Partners would verify the loan application within a reasonable period of time and if any additional detail, documents or information is required, it would be intimated to the customer within a reasonable period of time. |
(ii) |
DPHFL Channel Partners will forward the customer loan application to DPHFL within stipulated timeframe. |
(iii) |
DPHFL Channel Partners will follow up on customer loan application from DPHFL and will update customer about the loan application status or about any further documents required by DPHFL. |
(iv) |
DPHFL Channel Partners will not discriminate the customers for sourcing of loan on the grounds of race, gender, caste, religion, marital status and disability in its lending policies and relevant business practices |
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| 3. |
Loan Appraisal, Sanction and Disbursement Process |
(i) |
DPHFL Channel Partners will communicate to the customer the sanction of credit limit along with the terms and conditions thereof as communicated by DPHFL and applicant's acceptance of such terms and conditions, with his full knowledge, will be obtained in writing by the Channel Partner. |
(ii) |
DPHFL Channel Partners will forward request by the customer to increase for additional limit / facilities to DPHFL and follow up with DPHFL on such requests. The decision of DPHFL on such requests will be communicated by DPHFL Channel Partners to the customer. |
(iii) |
DPHFL Channel Partners will assist the customer in getting the sanctioned loan disbursed in total compliance of terms and conditions including execution of loan documents governing such sanction to the satisfaction of the concerned officials of DPHFL. |
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| 4. |
Post Disbursal Customer Query |
(i) |
Further to disbursement, if any customer approaches DPHFL Channel Partners for any clarification / issues on his / her loan, the Channel Partner will direct the customer to the appropriate official of DPHFL or the Call Center of DPHFL. |
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| 5. |
Privacy and Confidentiality Privacy and Confidentiality |
(i) |
DPHFL Channel Partners or its employees/ associates shall not use the customer's personal information so obtained for marketing purposes unless the customer specifically authorizes the Channel Partners or DPHFL in writing to do so. |
(ii) |
DPHFL channel partners shall safeguard the privacy, confidentiality and security of customer data entrusted with it in the similar manner as DPHFL does and shall not make DPHFL vicariously liable for the same. |
(iii) |
DPHFL Channel Partners will not call customers whose numbers are on the “Do Not Call” register of DPHFL. |
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| 6. |
Customer Care & Complaint |
(i) |
DPHFL Channel Partners would endeavor to deal quickly and sympathetically to correct any mistake committed by its staff / system / process and would cancel any charges wrongly accrued due to such mistakes. |
(ii) |
DPHFL Channel Partners would provide suitable alternative avenues to alleviate customer's problems arising out of technological failures. |
(iii) |
DPHFL Channel Partners will collect the grievances of applicants / borrowers and forward such grievances to the concerned official of DPHFL or the Partner's reporting manager in DPHFL. |
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| 7. |
Compliance with the Code |
(i) |
This is a disciplinary code and DPHFL Channel Partners shall take efforts to adhere to it during normal operating environment. The Channel Partners shall not be held responsible for non-compliance due to force majeure conditions and other reasons for which the Channel Partners enjoys privilege and right over the code. |
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