User Rights

Procedure for accepting and reviewing customer applications

1. 1. General provisions
   1.1. The procedure for reviewing customer applications (hereinafter “the Procedure”) of LLC Microfinance Organization “Giro Credit” (hereinafter “the Organization”) represents an internal regulatory document of the organization that defines the procedure for reviewing customer applications and preparing relevant response.
   1.2. All documents related to the customer applications are generated and stored in the archive, in accordance with the rules established for storage of documentation.
   1.3. Customer applications are reviewed by the informational support manager of the credit managers and the final response is agreed with the Director.
   1.4. The application shall only be accepted if the content of statement is indicated therein and it is preferential if the full contact information is provided, more specifically:
   1.4.1.1. In case of physical person - name, surname and ID number, contact address and telephone number
   1.4.1.2. In case of legal entity – trade name, identification number and name, surname, contact address and telephone number of the authorized representative.
   1.5. In case if the application is delivered in any form, if such application does not include the information required by the application form, the responsible employee shall ask the customer to provide the aforementioned information. Failure to provide full contact information or the information required for full user identification does not represent the ground for rejection of the application.
   1.6. In its essence, the application can be:
   1.6.1. Information request
   1.6.2. Claim
   2. Customer application forms
   2.1. Customer applications may be received:
   2.1.1. Orally in the branch office of the organization
   2.1.2. By filling in the appropriate form in the organization’s branch office
   2.1.3. By e-mail
   2.1.4. By phone call
   2.1.5. By filling in the appropriate form on the company’s web-page
   2.2. In case of entry of the application, the authorized person shall confirm the receipt of application to the customer, namely:
   2.2.1. When filling in the relevant form in the branch office of the organization - copy of the application form is made, signed, dated and transferred to the customer.
   2.2.2. By e-mail - confirmation with Reply function
   2.2.3. By phone call – orally.
   2.2.4. By web-page – the received application shall be confirmed using specified 3 contact information provided in the application form; if e-mail is provided – by sending a reply; and if the telephone number is indicated – by the phone call.
   3. Acceptance of the customer application in the branch office
   3.1. If customer wishes to submit the application in the organization’s branch office, the service personnel shall provide special form to the client that shall be filled in.
   3.2. After filling in the application form, the service personnel shall make a copy of application, date and sign the copy and transfer it to the customer.
   3.3. Original application shall be sent to the informational support manager of the credit managers in the scanned form on the date of application, and the original copy shall be stored in the archive.
   3.4. If the customer makes verbal statement and refuses to fill in the written application form, the responsible employee shall listen to the statement and reflect it in the application form, at the same time making enquiry about the method of response preferred by the customer.
   3.5. The original application form filled in by the service personnel shall be sent to the informational support manager of the credit managers in the scanned form on the date of application, and the original copy shall be stored in the archive.
   4. Customer application by e-mail
   4.1. The customer shall have the right to make a statement by sending a notification to the official e-mail address of the organization.
   4.2. The responsible employee, which is managing the organization’s e-mail at that time, shall confirm the received application by sending a response using the Reply function.
   4.3. The responsible employee shall be obliged to transfer the application for review to the informational support manager of the credit managers, or to the Director in case of his/her absence.
   5. Customer application by phone call
   5.1. The customer shall have the right to make a statement by the phone call made via the official contact telephone number of the organization.
   5.2. The service personnel shall be obliged to offer the customer to make a statement in the written or electronic form, but if the customer still prefers to make a statement on the phone, the service personnel shall fully accept the customer application and reflect it in the application form, at the same time making enquiry about the method of response preferred by the customer.
   5.3. The original application form filled in by the service personnel shall be sent to the informational support manager of the credit managers in the scanned form on the date of application, and the original copy shall be stored in the archive.
   6. Customer application via web-page
   6.1. The customer shall have the right to make a statement by filling in and submitting a special form on the official website of the organization.
   6.2. The responsible employee, which is managing the organization’s e-mail at that time [where the application submitted through the web-page is reflected], shall confirm the received application using the contact information indicated in the application form; by sending a Reply if the e-mail address is provided, and by making a phone call – if the telephone number is provided.
   6.3. The responsible employee shall be obliged to transfer the application for review to the informational support manager of the credit managers, or to the Director in case of his/her absence.
   7. Review of applications
   7.1. The organization shall review the application at most within the term of one month from receipt of application.
   7.2. The response shall be notified to the customer in the same manner as the application form was received, unless the customer has requested the specific form of response.
   7.3. If the customer is notified by the telephone communication, the phone call shall be recorded and stored.
   7.4. The organization shall have the right to refuse to act in response to the application, if:
   7.4.1. The organization has already considered the same complaint in written or electronic form from same customer and there are not any additional important facts and circumstances related to the issue.
   7.4.2. The customer’s complaint refers to the organization’s refusal to provide financial products to the client, except for the cases when the organization is obliged to provide the financial products to the customers.
   7.4.3. The reason for the application is the delay or refusal to provide services, that are predetermined by the requirements of the applicable legislation, including the Law of Georgia on “Facilitating the Prevention of Illicit Income Legalisation”.
   8. Final provisions
   8.1. The employee receiving the application shall be obliged to inform the customer that the maximum timeframe for response to the application is one month.
   8.2. The informational support manager of the credit managers shall be obliged to develop the monthly reporting form established by the National Bank and submit it to the National Bank.
   8.3. The rule shall be binding for all employees of the organization.
   8.4. Annexes:
   8.4.1. The application form.
   8.4.2. The reporting form.

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