CITIZENS CHARTER INDIA INFRASTRUCTURE FINANCE COMPANY LTD. (IIFCL)

Transcription

1 CITIZENS CHARTER INDIA INFRASTRUCTURE FINANCE COMPANY LTD. (IIFCL)

2 I N D E X S. No. Topics Pg. No. 1. Vision & Mission 3 2. Business of IIFCL 3 3. Application of Charter 3 4. Our Key Commitments to Customers 4 5. We Expect our Customers to 5 6. Customer Education 5 7. Code of Ethics 5 8. Grievances Redressal System (GRS) at IIFCL 6 (a) For greivances related to Bonds issued by IIFCL 7 (b) Other Greivances 7

3 1. Vision & Mission IIFCL s Vision: Provide innovative financing solutions to promote and develop world class infrastructure in India IIFCL s Mission: "To adopt best practices in financing infrastructure and develop core competencies in facilitating infrastructure development. Develop a team of highly engaged employees to deliver services in a professional manner and to the satisfaction of all stakeholders" 2. Business of IIFCL IIFCL provides financial assistance to the projects in specified Sectors of infrastructure such as Roads, Ports, Airport, Power etc by way of participating along with Lead Bank in the consortium of Banks & Financial Institutions as per SIFTI Guidelines. (For details please refer to website 3. Application of Charter Disclaimer: It is not a legal document creating rights and obligations. The Citizen's Charter does not by itself create new legal rights, but it surely helps in enforcing existing rights. This Charter applies to all products and services listed below whether provided by IIFCL or its subsidiaries/associates acting on behalf of IIFCL. KYC/AML Compliance: In order to comply with regulatory/ statutory requirements, while providing the financing services we will adhere to the Know Your Customer (KYC) Norms, Anti Money Laundering (AML) guidelines, satisfy ourselves about the identity. Customers to provide the desired documents as per the requirements of IIFCL for updation and verification as per the periodicity of submission. Products: Long Term Financing support to commercially viable infrastructure projects as per SIFTI (Scheme for Financing Viable Infrastructure Projects through a

4 Special Purpose Vehicle called the India Infrastructure Finance Company Limited), with overriding priority to Public Private Partnership (PPP). The financing is provided through various schemes as mentioned in SIFTI the details of which are available on The schemes for financing are also listed below: o Direct Lending o Refinance Scheme o Take Out Finance o Credit Enhancement Pilot Scheme Proposals are received through the Lead Bank/Syndicator and/or Appraising Bank / Institutions. After receipt of the complete information, the proposal is examined as per SIFTI and the outcome of the proposal would be advised within 15 business days. Disbursement is done as per the Lending Confirmation Notice issued by Lead Bank. Loans and Advances: Pricing and Non-pricing Terms and Conditions of Loans All Pricing and Non-pricing Terms and Conditions of Loans will be in strict conformity with the Regulatory Guidelines and correctly capture the risks involved and the rating of the borrowers concerned individually or as a class. 4. Our Key Commitments to Customers We promise that we will act courteously, fairly and reasonably in all our dealings with customers; We will meet the commitments and standards in the Charter for the services offered and in the procedure and practices followed. We will ensure that dealings with the customers rest on ethical principles of integrity and transparency. We will make sure that you are given clear information about our products and services; We ensure to maintain privacy and confidentiality of the Customer s data.

5 We will publicize our Citizens Charter by placing it on our Website providing a copy of it to the customer and ensuring that our staff is trained to put it into practice. We will provide services to the customers as per standards laid down in IIFCL s Commitments to its customers. We have provided complaint register/ form and /suggestion box in our office premises. The address of administrative office as well as Nodal Officer dealing with customer grievances/complaints is displayed on our website. 5. We Expect our Customers to To make all payments through e-payment. To help us meet the requirements of Know Your Customer (KYC) and Anti Money Laundering (AML) guidelines; Customer obligation Proper utilization of IIFCL s Loan and Timely repayment. Complaint relating to deficiency of customer service should be reported within a reasonable time provided this is within the prescribed period of preservation of relevant record. Provide valuable feedback on our services so as to enable us to improve our service. 6. Customer Education IIFCL will ensure full transparency to the customer in levying of various fees/service charges and penalties. 7. Code of Ethics To provide in a professional manner, efficient, and courteous services; Not to discriminate on the basis of religion, caste, sex, descent or any of them; To be fair and honest in advertisement and marketing of Loan Products;

6 To attempt in good faith to resolve any disputes or differences with customers by setting up Grievances Redressal Cell within the organization; To comply with all the regulatory requirements in good faith. 8. Grievances Redressal System (GRS) at IIFCL We are committed to serve you to your satisfaction. However, should you feel that our services need improvement and wish to lodge your feedback/complaint; we welcome your valuable suggestions and feedback. Our endeavor shall be to address your complaint to your satisfaction. For Citizens Charter of IIFCL s subsidiary Companies and associate Companies please refer to their respective websites as under: IIFCL Projects Ltd. (IPL): Contact person: Website: Contact Info: Dr. E. S. Rao (CEO) IIFCL Projects Ltd. 9th Floor, Hindustan Times Building 18 & 20, Kasturba Gandhi Marg New Delhi Phone: , Fax : , id: contact@iifclprojects.com IIFC(UK) Ltd.: Contact Person: Mr. N. K. Madan (MD) Website: Contact Info: 87, Gresham Street London EC2V 7NQ United Kingdom Tel : +44(0) , +44(0) Fax : +44(0) Id: md@iifc.org.uk Online Grievance Redressal System IIFCL will provide for online registration of grievance on its website. However, Anonymous complaints will not be entertained. The Online Grievance System would provide access to the customer also for recording the complaint, complaint status tracking and receiving response from IIFCL.

7 a) For any grievance related to the investments in IIFCL s various Bond s Issues, the investors are advised to approach the respective Registrars to the Issues, the details of which are available on our website and also given hereunder: 1. Karvy Computershare Pvt. Ltd. Contact Person: Mr. Umesh Pandey Contact Information: Vithal Rao Nagar Madhapur Hyderabad Ph: Fax: (India) Private Limited Contact Person: Mr. Dilip Sawant Contact Information: 13/AB, Samhita Warehousing Complex, Sakinaka Telephone Exchange Lane, Off Andheri Kurla Road, Sakinaka, Andheri (East) Mumbai Ph / Fax In the event of non-satisfactory resolutions, the investors are requested to approach the under noted Compliance Officer; who shall address the grievance within 7 business days: Mr. Abhirup Singh (Assistant Manager & Company Secretary) id: complianceofficer.infrabond@iifcl.org b) Other Grievances Grievance Redressal Officer Uday Singh Nagpal (Assistant Manager) The Grievance would be acknowledged within 3 Business days.

8 In the event of grievance not getting addressed within 7 business days, investors may contact: the Nodal Officer Sanjeev Ghai (CGM), IIFCL 8 th Floor, HT Building, KG Marg, New Delhi id: grievancefeedback@iifcl.org Tel. No , We shall endeavour to resolve your complaint/grievance at the earliest. After exhausting above machinery/channels, if the customer is still not satisfied, he may write to Chairman and Managing Director of IIFCL at cmd@iifcl.org Customers may also lodge their complaints through web based portal Centralized Public Grievance Redress & Monitoring System (CPGRAMS) developed by Directorate of Public Grievances (DPG), Department of Administrative Reforms & Public Grievances, Government of India.

9 ANNEXURE I: Bond Issues Details Security Name R&T Agent 6.85%IIFCL2014(Tax Free)-I Karvy Computershare Pvt. Ltd 6.85%IIFCL2014(Tax Free)-II Karvy Computershare Pvt. Ltd 8.10%IIFCL %IIFCL %IIFCL2024(Series-VII) 8.12%IIFCL2024(Series-VIII) 8.70%IIFCL %IIFCL2024(Series-IX) 9.35%IIFCL %IIFCL %IIFCL2023