Agro Social Fund aims to receive, resolve and respond promptly to any complaints or problems clients may have with the institution’s staff or procedures. To achieve this goal as fully as possible, a comprehensive approach and methodology involving all members of the institution’s staff is required.
The ultimate goal of this system is to give clients the opportunity to share as many opinions, suggestions and complaints as possible in a transparent, direct, independent and secure manner.
At ASF, this is achieved through the following mechanisms:
Mechanism 1
The loan agreement includes a written summary of the channels and methods through which ASF clients can submit their comments, suggestions or complaints. It specifies that clients are encouraged to report any conduct that conflicts with professional ethics, as well as any inappropriate actions by Agro Social Fund employees, both during the loan application process and after signing the agreement.
Mechanism 2
At loan disbursement, ASF staff explain that clients wishing to submit a comment, suggestion or complaint may do so not only directly to the Loan Officer, but also to the Branch Assistant, Branch Manager or Head Office by telephone if they do not feel comfortable reporting it to the Loan Officer. If a suggestion or complaint is made directly to the Loan Officer, Branch Assistant or Branch Manager, a Suggestion / Complaint Card is completed and placed in the suggestion / complaint box, where it is handled in accordance with Mechanism 5.
Mechanism 3
Agro Social Fund provides the email address [email protected] and the link below for all clients who wish to submit a complaint or suggestion electronically.
Mechanism 4
The telephone number for suggestions and complaints, 00 355 46 31 57 43, is made available to all ASF clients during the disbursement process so they can use it for suggestions or complaints relating to ASF services.
Mechanism 5
Suggestion Boxes are available at every ASF office to receive feedback from current and prospective clients on improving our products and services. Every client or individual who submits a suggestion or complaint will be contacted about the issue raised within 5 business days.
Mechanism 6
Agro Social Fund prominently displays information about the various channels available for submitting suggestions or complaints concerning ASF products and services.
Through all its marketing materials, ASF informs clients that they can submit suggestions and complaints, inviting current and prospective clients to contribute to improving its products and services.
Mechanism 7
All clients contacted by ASF at its branches during the final month of their loan are interviewed by branch staff.
Staff document the conversation, including any suggestions or complaints, in the Exit Interview Form.
This interview provides information about any client needs that ASF has not met and completes the assessment of client satisfaction with their relationship with ASF.
