CitiFinancial Consumer Finance India Limited ('CCFIL'), in pursuance of the directions issued by RBI for Non-Banking Financial Companies (NBFCs), has adopted the following code for fair practices while dealing with customers. The Fair Practice Code ('FPC') is intended to cover the following areas: Applications for loans and their processing All relevant information pertaining to the loan has been made available in the relevant loan application form(s) including the necessary loan information and documents required, to be submitted together with the duly completed application form. Relevant information comprises: Basic loan parameters such as the minimum/maximum loan amount, tenure, mode of repayment, information on loan tariffs, etc. Indicative list of documents required such as Address proof, Identity proof, Income proof etc. Receipt of completed applications forms will be duly acknowledged. For this purpose, all application forms contain a perforated section on the acknowledgement, which is provided to each applicant. Applicants are requested to insist on an acknowledgement in this regard. The approximate timeframe for processing of loan applications from the date of submission of duly completed application forms (including complete documentation and information) is listed below: Sales Finance : 1-3 working days Personal Loans : 3-5 working days Mortgages : 20-25 working days It is our endeavor to process the loan applications at the earliest. All applications are subject to various internal procedures of verification and credit appraisal, before a decision to sanction the loan is made. Applications that do not meet the requirements are declined. The decision is communicated to the applicants verbally or in writing. The acknowledgement indicates the approximate timeframe of 30 days during which period, the applicant may contact the nearest branch of CitiFinancial to ascertain the status of the loan application. However, applicants are welcome to contact the Company at any stage of the approval process. Loan appraisal and terms/conditions Loan applications shall be assessed in accordance with CCFIL's credit appraisal process. Upon approval of the loan, an agreement/sanction letter indicating the amount of loan sanctioned, annualized rate of interest applicable, including the method of application thereof, along with the terms and conditions, shall be conveyed to the loan applicant in writing. A written acceptance of such terms and conditions shall be retained by CCFIL. Disbursement of loans, including changes in terms and conditions Any changes to the terms and conditions, including disbursement schedule, interest rates, service charges, prepayment charges, etc, shall be informed individually to the borrowers in case of account specific changes (described below), and in case of others (also described below), the same shall be available at the branches and also the website of CCFIL (www.citifinancial.co.in). Account specific charges: This may include changes to the rate of interest (upward or downward), Tenor & EMI. These changes would be communicated individually to the customers in writing and will also be available at our branches. Other charges: These changes are incidental charges such as Bounced cheque charges, Late Payment charges, Cheque swap charges, Statement of account, prepayment charges, Re-booking/Re-age charges, Cancellation charges, Cheque replenishment charges, Document retrieval charges; and other similar charges applicable depending on the product/scheme the customer has opted. These charges are standard across customers irrespective of their credit worthiness and/or credit history. Any changes to the above "Other" charges shall be made available at our branches and also the website of CCFIL (www.citifinancial.co.in). The website address is also available on the application form. Any change in the above applicable charges (including the Interest rate etc.,) shall be effected prospectively. Decision to recall/accelerate payment or performance under the agreement shall be in accordance with the terms and conditions duly acknowledged by the borrower. All securities pertaining to the loan would be released on receipt of full and final payment of the loans, subject to any legitimate right or lien, and set-off for any other claim that CCFIL may have against the borrowers. If such right of set-off is to be exercised, the borrower shall be given notice about the same, with full particulars about the remaining claims and the conditions under which CCFIL is entitled to retain the securities until the relevant claim is settled/paid. General provisions CCFIL shall refrain from interference in the affairs of the borrower, except for the purposes provided in the terms and conditions of the loan sanction documents (unless new information, not earlier disclosed by the borrower, has come to the notice of CCFIL). In case of receipt of request from the borrower for transfer of borrowal account, the consent or otherwise, i.e., objection of CCFIL, if any, shall be conveyed within 21 days from the date of receipt of the request. In the matter of recovery of loans, CCFIL shall follow the usual measures as per the laid down guidelines and extant provisions and would operate within the legal framework and in compliance with the applicable laws and regulations. The Company would not resort to undue harassment, viz., persistently bothering the borrowers at odd hours, use of muscle power for recovery of loans etc. In this regard, CCFIL has an established code of conduct for debt collection wherein our staff or any person authorized to represent the Company in collection of dues are extensively trained and are required to sign a declaration-cum-undertaking whereby they agree to adhere to the requirements of the code. Our Company's dues collection policy is built on courtesy, fair treatment and persuasion. We believe in fostering customer confidence and long-term relationship. Our staff or any person authorized to represent us in collection of dues or/and security repossession will identify himself/herself and interact with our customers in a civil manner. We will provide our customers with all the information regarding dues and will give sufficient notice for payment of dues. All customers will be contacted ordinarily at the place of their choice, in the absence of a specified place at the residence of the customer and if the customer is unavailable at the residence, at the customer's place of business/occupation. We will respect privacy of the customer and all our interactions will be in a civil manner. All assistance will be provided to our customers to resolve differences or disputes in a mutually acceptable manner, if any, regarding the dues. Inappropriate occasions such as bereavement in the family or such other calamitous occasions would be avoided for making visits/calls on a best effort basis, subject to CitiFinancial being aware of such occasions. Any instances of non compliance with our debt collection code shall be strictly dealt with by the Company. All written communications shall carry a 'Vernacular Declaration' mentioning the below: The 'Vernacular Declaration' shall be placed in all branch offices including the Head Office in the customer interaction area and shall be available on the Website: (www.citifinancial.co.in) as well. Grievance Redressal mechanism Service Request - Getting in touch At CitiFinancial, we aim to provide our customers with services of the highest standard. In case of a complaint, we will be glad to assist you. We endeavor to resolve your concern within 5 working days of receipt of the same. Following are the detailed levels through which we address customer grievances. Click on to expand and on to minimise the details. Level 1 Call Us CitiFinancial has provided dedicated telephone numbers where you can call and log any grievances at 1800-11-99-49 (Toll Free-MTNL, BSNL Airtel, Reliance, TATA, Idea, Vodafone & Aircel users) or at 39001111. Fax You can also communicate grievances if any through Facsimile at the given number: 011-44002380 Send us an email You can write at the given e-mail ID: wecare@afsindia.com Website You can also contact us through our official website: www.citifinancial.co.in Write to us You can also write to us at: P.O. Box - 3548, Lajpat Nagar, New Delhi - 110 024 Level 2 Escalation of complaints - To Customer Service Head If you are not satisfied with the response received from the above access channels, you may send an email to Head Customer Care at head.customercare@afsindia.com or write to the Customer Service Head at P.O. Box - 3548, Lajpat Nagar, New Delhi - 110 024, explaining the details of the issue concerned. Level 3 Escalation of complaints - To Grievance Redressal Officer If you are not satisfied with the response received from Head Customer Care and wish to raise the issue with a Senior Officer within the Company, you may escalate your concerns to Grievance Redressal Officer, whom we have appointed to examine customer issues and provide an impartial resolution. The Grievance Redressal Officer, Ms. Girija Balasubramaniam can be contacted in the following ways. Contact No: 011-4400 2436 / 011-4400 2462 Address: CitiFinancial Consumer Finance India Limited Grievance Redressal Officer P.O. Box - 3548, Lajpat Nagar, New Delhi - 110 024 E-mail: GROdesk@afsindia.com or Girija.Balasubramaniam@citi.com Level 4 Escalation of complaints - To Managing Director If you are not satisfied with the response received or have not got any response in 7 working days from us, you can escalate your concern to the Managing Director: Email: managingdirector.CFI@citi.com. Escalation to RBI In case the complaint / dispute is not redressed within a period of one month, you may appeal to the Officer-in-Charge of the Regional Office of DNBS of RBI. The address is given below: The General Manager Department of Non Banking Supervision, Reserve Bank of India, 6, Parliament Street New Delhi – 110001 P.O Box No: 87 Ph. 011-23714456 Email: dnbsnewdelhi@rbi.org.in Corporate Governance Mission - Mission "CCFIL aspires to the highest standards of ethical conduct in doing what we say, reporting results with accuracy and transparency, maintaining full compliance with laws, rules and regulations that govern the Company." The corporate governance framework in CitiFinancial is based on the following key principles: Establishing strategic objectives and a set of corporate values that are communicated throughout the organization Setting and enforcing clear lines of responsibility and accountability throughout the organization Effectively utilizing the work conducted by internal and external auditors, in recognition of the important control functions they provide Ensuring that there is appropriate oversight by senior management Ensuring that Board members are qualified for their positions, have a clear understanding of their role in corporate governance and are not subject to undue influence from management or outside concerns Ensuring an environment supportive of sound corporate governance and appropriate business practices. Corporate Governance Structure - Structure CitiFinancial has a well defined and embedded governance structure, which fully supports the corporate governance mission and principles, is aligned to the Company's goals and objectives and complies with all applicable laws and regulations. The Governance structure can be broadly categorized as follows: Board Level/Statutory Ensuring full compliance with the various applicable laws and regulations, CCFIL has the following statutory committees: Board of Directors Audit Committee Risk Management Committee Nomination Committee Share Transfer Committee Investor Grievance Committee Debenture Committee Bank Signatory Committee Business Level It comprises business level operating committee(s) to ensure full oversight over all business risks. The Following are the committees: Business Risk & Compliance Committee (BRCC) Management Committee (ManCom) Asset Liability Management Committee (ALCO) Account Review Committee (ARC) Disciplinary Committee Details on the functioning of the above committees are attached in Annexure 1. Ethics - Code of Conduct The Company has an established Code of Conduct and other internal policies and guidelines designed to support the mission statement set forth above and to comply with the laws, rules and regulations that govern the Company's business operations. The Code of Conduct applies to every director, officer and employee of the Company and its subsidiaries. In addition, other persons performing services for the Company may be subject to this Code by contract or agreement. The Company's Code of Conduct outlines the principles, policies and laws that govern the activities of the company, and offers guidance for professional conduct which can be broadly categorized as follows: Responsibility to the Company including full compliance with applicable laws and regulations, channels of communication of suspicions to senior management, timely resolution of ethical issues, safeguarding corporate assets, maintaining records accurately and retention in accordance with the applicable laws Workplace Responsibilities including creation of safe, drug free workplace, ensuring fair employment practices and diversity at workplace Representing the Company to Customers and Other External Constituencies including fair treatment, complying with fiduciary duties, appropriate resolution, reporting of media incidents/appearances, dealing with suppliers and giving and acceptance of gifts and entertainment Privacy/Confidentiality of proprietary and confidential information and privacy of customer information and data Investments and Outside Activities including conflict of interest and personal investments Other key legal/compliance rules and issues including fair and free markets, anti-tying business dealings, anti-trust compliance, commitment to the environment, Anti-money Laundering compliance and Know your customer, suspicious activity reporting, US sanctions, etc. Compliance & Control In light of the above principles on Corporate Governance, CCFIL has an independent Compliance & Control (C&C) function. The unit is headed by a senior executive and ensures an organizational culture of ethics, integrity and compliance. It works effectively with the various businesses to instill an ethical foundation enabling them to enhance business performance, and best serve their employees, clients and stakeholders. It provides guidance, and frames appropriate policies and procedures enabling the company to establish and maintain a culture of integrity and prevent, detect and resolve issues of business misconduct or non-compliance. Board of Directors The core of our corporate governance practice is the Board of Directors, which oversees the conduct and functioning of management and the long term interests of various stakeholders including consumers, employees, investors, creditors and the local community. The Board of Directors' primary responsibility is to provide effective governance over the Company's affairs for the benefit of the stakeholders, its customers, employees, etc. In all the actions taken by the Board, the Directors are expected to exercise their business judgment in what they reasonably believe to be in the best interests of the Company. In discharging that obligation, Directors' may rely on the honesty and integrity of the Company's senior executives and its outside advisors and auditors. Constitution of Board: The Board comprises of directors, with proper blend of expertise, professionalism, independence and involvement enabling them to perform their duties in a responsible and efficient manner. The Board comprises of minimum three directors, whose appointment is in line with local laws and regulations. The directors are appointed in the Annual General Meeting and would continue to hold the office unless they retire by rotation and are not re-appointed or withdraw their consent to act as director/resign or are disqualified to be directors on the Board. The Company has a Nomination Committee to ensure 'fit and proper' status of proposed/existing Directors. Board Meetings: The Board of Directors, convenes a meeting at least once in each quarter and a minimum of four meetings are held in a financial year. The quorum of the meeting shall be at least one third of the strength of the Board or 2 directors, whichever is more. The standing committees of the Board are the Nomination Committee, Audit Committee, Risk Management Committee, Share Transfer Committee, Investor Grievance Committee and Asset Liability Committee. Additionally, the Board may, from time to time, establish or maintain additional committees as necessary and appropriate. Annexure 1 Committee Description Role & Agenda Audit Committee Constitution Minimum three directors of which two thirds of the total number of members shall be other than the managing or the whole time directors. Periodicity & Quorum The committee shall meet bi-annually with a quorum of minimum two members. The role of the Audit Committee would primarily relate to oversight of the Company's financial reporting process, disclosure of financial information and appointment/re-appointment of the statutory auditors. It would include ensuring compliance to the internal control systems and review the financial statements which are presented to the Board for their consideration. Risk Management Committee Constitution Managing Director, Chief Financial Officer, Credit & Risk Head, Collections Head, Treasurer, and Compliance & Control Head. Periodicity & Quorum The committee shall meet Quarterly with a quorum of minimum three members. To manage integrated risk, in addition to the Asset Liability Management Committee (ALCO) constituted to monitor the asset liability gap and strategize action to mitigate the risk associated. Nomination Committee Constitution Minimum two directors, Company Secretary, Chief Financial Officer, Legal Counsel and Compliance & Control Head. Periodicity & Quorum The committee shall meet bi-annually with a quorum of minimum three members of which, two shall be other than the directors. The primary role of the committee is to ensure that the directors of the Company possess requisite qualifications, expertise, track record and integrity. The committee ascertains the "fit and proper" status of the existing as well as the proposed directors. Additionally, it ensures that self declaration is obtained from every director (existing or proposed) in the prescribed format. Share Transfer Committee Constitution Managing Director, Chief Financial Officer, Compliance & Control Head and Legal Counsel Periodicity & Quorum The committee shall meet as when transfer of shares is required to be executed. At least two members of the committee should personally present to form a quorum The committee would approve, monitor transfers, transmission, splitting and consolidation of the shares issued by the Company. It would monitor the redressal mechanism of complaints received from the shareholders relating to transfer of shares, non receipt of balance sheet and other matters pertaining to investor's servicing Investor Grievance Committee Constitution Managing Director, Directors, Company Secretary, Chief Financial Officer & Compliance & Control Head. Periodicity & Quorum The committee shall meet bi-annually with a quorum of minimum two members The role of the committee is to redress complaints received from investors and government in all its dealing. The committee shall focus into matters resulting in enhanced investor relations. Debenture Committee Constitution Managing Director, Treasurer, Chief Financial Officer, Product Heads, Technology Head, Credit & Collection Head & Compliance & Control Head Periodicity & Quorum As when the debentures are allotted. The role of the committee is to ensure that at the time of issuance of debentures, all requisite resolutions are passed and necessary documentation is maintained. Bank Signatory Committee Constitution Directors, Company Secretary Periodicity Once every two months The role of the committee is primarily to update the list of banks with which the Company can maintain accounts and approve all changes to the list of authorized bank signatories. Business Risk and Compliance Committee (BRCC) Constitution Managing Director, Management Committee (ManCom) members, Compliance & Control Head. Periodicity Once every quarter The committee provides oversight and identification of the various operational and business risks, evaluates the adequacy of the mitigating controls, analysis of control failures if any and evaluation of the comprehensiveness and timeliness of implementation of corrective action plans. Management Committee(ManCom) Constitution Managing Director and all Product/Department Heads and other appointed members of the committee. Periodicity On a quarterly basis The ManCom is convened for discussion on general business affairs, legal regulatory issues/updates. Additionally, ManCom takes an update on Business targets, achievement, plans and strategies External and Internal Audits. Asset Liability Committee (ALCO) Constitution Managing Director, Product Heads, Chief Financial Controller, Treasurer and Guest member(s) appointed from time to time. Periodicity & Quorum The committee shall meet on a monthly basis with a quorum of minimum 2 members. The Committee reviews and monitors the risk associated with lending and borrowing, resultant gaps in the funding positions of the Company manage interest rate risk and determine the pricing criteria of various assets and liabilities of the Company. Account Review Committee (ARC) Constitution Chief Financial Controller, Operations Head, Information Technology Head and Compliance & Control head. Periodicity Monthly Review of periodic account proof process including various reconcilements, controls over various accounting processes, Timeliness/effectiveness of follow-ups and resolution of known control weaknesses or breakdowns and disposition of 'out of norm' items Disciplinary Committee Constitution Managing Director, Compliance & Control Head, Legal Counsel and Human Resource Head. The role of the committee is to review and endorse any disciplinary actions proposed in the event of any violation/misconduct by an employee, taking into consideration the Company policies and applicable local laws and regulations. Investment Committee Constitution Managing Director, Directors of Company, Chief Financial Officer, Treasurer, Company Secretary The function of this committee is to establish procedures to be followed by CitiFinancial Consumer Finance India Limited with regard to making Investments and to ensure that operations thereunder are conducted in accordance with sound and acceptable business practices and applicable rules and regulations. *Terms & Conditions Apply. All loans at sole discretion of CitiFinancial Consumer Finance India Limited. For details contact our Customer Service department.

Fair Practice Code & Corporate Governance Loan Tariffs Terms & Conditions Citifinancial.com Privacy at CitiFinancial Terms, conditions, caveats and small print Copyright © 1997-2012