2. 2 1. Client protection principles 2. Principle #1 in practice 3. Participant feedback 4. Tools for improving practice 5. Conclusion and call to action Agenda

3. 3 1. Appropriate product design and delivery 2. Prevention of over-indebtedness 3. Transparency 4. Responsible pricing 5. Fair and respectful treatment of clients 6. Privacy of client data 7. Mechanisms for complaint resolution Client Protection Principles

4. 4 1. Client protection principles 2. Principle #1 in practice 3. Participant feedback 4. Tools for improving practice 5. Conclusion and call to action Agenda

5. 5 Appropriate product design and delivery The Principle in Practice: Providers take adequate care to design products and delivery channels in such a way that they do not cause clients harm. Products and delivery channels are designed with client characteristics taken into account. Consider this: Appropriate products and services not only provide access to clients, but they also create value for clients.

6. 6 Suitable Products Suitable Design Suitable Delivery Multiple and/or flexible loan products address different business and family needs. Repayment schedules are flexible and match cash flows. Loan size matches financial need. Services are reliable, convenient, and function as advertised. The Principle in Practice

7. 7 Simple Products Affordable Products Minimum Changes Product terms and conditions are easy for clients to understand and compare. The product cost, size (or coverage), and frequency of payment fit within the client’s capacity to pay. Changes to the product (cost, terms, conditions) are minimal/ infrequent. The Principle in Practice (Continued)

8. 8 Beyond credit Service provider covers costs but does not deplete small savings through excessive fees. Clients are not excluded from savings, nor are gradual savers penalized. Savings Service provider makes payments in a reasonable amount of time. Clients know when to expect the payment and have access to their money quickly. Payments

9. 9 1. Client protection principles 2. Principle #1 in practice 3. Participant feedback 4. Tools for improving practice 5. Conclusion and call to action Agenda

10. 10 Feedback from participants Does your financial institution offer multiple loan products or flexible ones that address different businesses and family needs? How do you know if clients think your products/services are convenient and easy to use? How do client characteristics (e.g. location, gender, access to technology) affect how you deliver your products?

11. 11 1. Client protection principles 2. Principle #1 in practice 3. Participant feedback 4. Tools for improving practice 5. Conclusion and call to action Agenda

12. 12 Tools available from the Smart Campaign Technical Tools Getting Started Questionnaire: Self Assessment for MFIs Smart Lending Smart Savings Educating Clients About Client Protection A Technical Guide for Investors Samples and Case Studies How to Talk to a Bank: A Brochure for Consumers Client Protection and Financial Education Simulation

13. 13 1. Client protection principles 2. Principle #1 in practice 3. Participant feedback 4. Tools for improving practice 5. Conclusion and call to action Agenda

14. 14 Appropriate products and services are in line with client needs. Appropriate delivery channels offer reliability and convenience. Appropriate product design and delivery is essential for preventing over-indebtedness. The Smart Campaign is developing tools to help practitioners adhere to this principle. Call to Action: What next steps can your institution take to ensure that products and services are designed and delivered in an appropriate manner? Conclusion Credit, savings, insurance, and payments products should be designed with client characteristics taken into account.

15. 15 Thank you! Endorse the Smart Campaign. Visit www.smartcampaign.org Sign up to receive news and information. Download the Getting Started Questionnaire and conduct a client protection self-assessment.Getting Started Questionnaire What’s next? Email us! comments@smartcampaign.org