Client's Right and Duty

Appropriate product design and delivery
We will take adequate care to design products and delivery channels in such a way that we do not cause clients harm. Products and delivery channels will be designed with client characteristics taken into account.

Prevention of over-indebtedness
Providers will take adequate care in all phases of their credit process to determine that clients have the capacity to repay without becoming over-indebted. In addition, providers will implement and monitor internal systems that support prevention of overindebtedness and will foster efforts to improve market level credit risk management (such as credit information sharing).

Transparency
We communicate clear, sufficient and timely information in a manner and language clients can understand so that clients can make informed decisions. The need for transparent information on pricing, terms and conditions of products is highlighted.

Responsible pricing
Pricing, terms and conditions will be set in a way that is affordable to clients while allowing for financial institutions to be sustainable. Providers will strive to provide positive real returns on deposits.

Fair and respectful treatment of clients
We and our agents treat clients fairly and respectfully. We don’t not discriminate. We have adequate safeguards to detect and correct corruption as well as aggressive or abusive treatment by our staff and agents, particularly during the loan sales and debt collection processes.

Privacy, security, and integrity of client data
The privacy of individual client data will be respected. We only use client data for authorized purposes and with client consent. We maintain systems to keep client data from being released improperly or misused and to protect clients from fraud, whether by internal staff, partner companies, or bad actors.

HR and Governance
We have provided training to our staff to ensure they perform their work with high professionalism. Furthermore, we have implemented monitoring mechanisms to ensure compliance with customer protection standards.

Client's Right and Duty

- Reject an offered product and/or service at any stages (based on conditions and agreement stated).
- Understand all features of products and services and conditions on loan agreement and mortgage contract before signing or thumbprint.
- Receive loan contract, mortgage contract, and repayment schedule after loan disbursement.
- Ask for fairness, respect and without discrimination from First Finance and its staff at any circumstances.
- Know their own credential and privacy data related to loan if shared with third party and rights to withdraw the Consent but it may lead to loan rejection result due to lack of information for assessment.
- Complain about any products, services or processes offered which contrast with the agreement.

Customer’s Obligation

- Keep all the documents provided by First Finance in a safe place and easy to find when needed.
- Provide real and reliable information.
- Have to follow all conditions in the loan contract, mortgage contract and other documents related to loan.