Bharat Social Finance Corporation (BSFC) is committed to maintaining the highest standards of integrity, professionalism, accountability, transparency, ethical conduct, and responsible financial practices across all operational activities, customer interactions, Self Help Group (SHG) initiatives, digital services, livelihood development programs, and community engagement efforts. This Code of Conduct establishes the ethical principles, behavioral expectations, operational standards, and professional responsibilities applicable to employees, field officers, operational representatives, SHG coordinators, consultants, vendors, service providers, agents, and associated personnel representing or working with BSFC.
The purpose of this Code of Conduct is to promote responsible organizational behavior, protect customer dignity, maintain public trust, support lawful financial inclusion practices, encourage ethical service delivery, and strengthen BSFC’s commitment toward rural empowerment, women-led development, transparent operations, and sustainable community growth.
All individuals associated with BSFC are expected to conduct themselves honestly, ethically, professionally, respectfully, and lawfully while performing operational duties, customer interactions, financial activities, community engagement, field visits, digital communication, SHG coordination, grievance handling, repayment follow-up activities, or any work connected to BSFC operations.
BSFC representatives shall treat customers, SHG members, applicants, beneficiaries, women entrepreneurs, rural participants, operational stakeholders, and fellow employees with dignity, fairness, courtesy, and respect irrespective of religion, caste, gender, ethnicity, language, social background, economic condition, marital status, disability, or geographical location. Discrimination, harassment, intimidation, humiliation, abusive conduct, threatening behavior, or unfair treatment shall not be tolerated under any circumstances.
Employees, field officers, operational representatives, and associated personnel shall maintain honesty and transparency in all customer interactions, financial communication, operational procedures, documentation handling, digital activities, service-related communication, and field operations. Misrepresentation, false promises, unauthorized guarantees, misleading statements, manipulation of records, concealment of material information, or deceptive operational conduct are strictly prohibited.
BSFC strictly prohibits bribery, corruption, unauthorized commissions, unlawful financial demands, misuse of authority, fraudulent conduct, kickbacks, favoritism, extortion, or acceptance of improper benefits in relation to customer onboarding, financial assistance processing, SHG activities, operational approvals, recovery activities, grievance handling, vendor engagement, or any organizational activity.
Representatives of BSFC shall not demand or accept unauthorized cash payments, gifts, favors, personal financial transfers, commissions, or unofficial benefits from customers, SHG members, applicants, vendors, business associates, or stakeholders in exchange for operational assistance, financial approval, customer support, repayment settlement, grievance resolution, or preferential treatment.
Customer privacy, confidentiality, and data protection shall be respected at all times. Employees and associated personnel shall handle customer information, identity documents, financial records, operational data, digital communication, repayment information, SHG records, and business-related information responsibly and only for lawful operational purposes. Unauthorized disclosure, misuse, sharing, copying, or exploitation of confidential information is strictly prohibited.
BSFC representatives shall conduct repayment follow-up activities, collection communication, operational visits, and financial recovery interactions respectfully, professionally, ethically, and lawfully. Harassment, coercion, threats, intimidation, abusive language, public humiliation, unlawful pressure tactics, or unethical recovery practices are strictly prohibited and may result in disciplinary action, termination, legal proceedings, or reporting to relevant authorities.
Employees and operational representatives are expected to comply with applicable laws, regulatory requirements, organizational policies, operational procedures, financial service standards, digital security obligations, customer protection principles, and internal compliance requirements relevant to their responsibilities and assigned operational roles.
BSFC encourages responsible workplace behavior, teamwork, accountability, transparency, operational discipline, ethical leadership, respectful communication, and professional cooperation among employees, field personnel, consultants, service providers, and associated stakeholders. Workplace harassment, bullying, discrimination, retaliation, violence, misconduct, unlawful behavior, or abusive conduct shall not be tolerated.
Digital systems, communication platforms, operational devices, customer databases, technology infrastructure, mobile applications, electronic records, and organizational resources provided by BSFC shall be used responsibly, lawfully, securely, and strictly for authorized operational purposes. Unauthorized access, misuse of digital systems, cyber misconduct, operational manipulation, fraudulent online activity, or misuse of organizational resources is prohibited.
Employees and representatives are expected to protect the reputation, credibility, integrity, and public trust associated with BSFC. Public communication, digital engagement, social media activity, customer interaction, operational conduct, and community participation should reflect professionalism, responsibility, and ethical behavior consistent with BSFC values and lawful financial practices.
BSFC encourages reporting of unethical conduct, fraud, corruption, operational misconduct, customer abuse, policy violations, suspicious activity, financial irregularities, digital security concerns, or unlawful practices through official reporting or grievance mechanisms. Individuals reporting genuine concerns in good faith shall be treated fairly and protected from retaliation to the extent reasonably possible under applicable operational policies and legal standards.
Violation of this Code of Conduct may result in disciplinary action including warning notices, suspension, termination of association, operational restrictions, financial recovery proceedings, legal action, reporting to regulatory authorities, or other corrective measures considered appropriate by BSFC depending on the nature and seriousness of the violation.
BSFC reserves the right to modify, revise, update, replace, or amend this Code of Conduct periodically to reflect operational developments, legal obligations, regulatory requirements, organizational improvements, digital security standards, ethical expectations, or business practices. Updated versions shall become effective upon publication through official BSFC communication channels unless otherwise required under applicable law.
This Code of Conduct shall be governed and interpreted in accordance with the laws of India. Any disputes arising in relation to workplace conduct, operational behavior, organizational ethics, customer interaction, or policy enforcement shall be subject to the jurisdiction of competent courts located within the jurisdiction of BSFC’s registered office, subject to applicable legal provisions.
For grievance reporting, ethical concerns, compliance clarification, misconduct complaints, or policy-related inquiries, users may contact:
Bharat Social Finance Corporation (BSFC)
Customer Support & Privacy Department
Email: grievencescare@bsfcindia.org
Support Email: support@bsfcindia.org
Customer Support: 1169268704
Head Office: New Delhi, India
By working with, representing, accessing, or participating in BSFC services, operations, SHG activities, digital systems, or organizational programs, individuals acknowledge that they have read, understood, and agreed to comply with this Code of Conduct.
