Bharat Social Finance Corporation (BSFC) is committed to promoting responsible financial inclusion, ethical customer service, transparent operational practices, rural empowerment, and sustainable livelihood development through community-focused financial services and Self Help Group (SHG)-oriented programs. This Customer Charter outlines the principles, commitments, service standards, customer rights, operational responsibilities, and ethical practices that guide BSFC’s relationship with customers, SHG members, applicants, beneficiaries, women entrepreneurs, rural participants, and stakeholders.
The purpose of this Customer Charter is to strengthen trust, promote transparency, encourage responsible financial participation, improve customer awareness, and establish fair and respectful engagement across all BSFC services, operational systems, digital platforms, financial assistance programs, livelihood initiatives, and community-oriented activities.
BSFC believes that every customer deserves respectful treatment, transparent communication, ethical financial practices, fair operational conduct, and access to responsible customer support. BSFC is committed to serving customers with dignity, professionalism, accountability, and social responsibility while promoting financial literacy, women empowerment, community development, and sustainable economic growth.
BSFC aims to provide reasonably clear and understandable information regarding financial assistance programs, SHG services, livelihood initiatives, repayment obligations, operational procedures, eligibility conditions, documentation requirements, applicable charges, service-related communication, and customer responsibilities. Customers are encouraged to carefully review all information, agreements, repayment schedules, operational disclosures, and financial obligations before participating in BSFC programs or accepting financial assistance.
Customers have the right to be treated fairly, respectfully, and without discrimination irrespective of religion, caste, gender, ethnicity, language, social background, disability, marital status, economic condition, or geographical location, subject to lawful eligibility requirements and operational feasibility standards.
Customers have the right to receive information relating to repayment obligations, operational procedures, applicable charges, customer support channels, grievance mechanisms, digital communication methods, service conditions, and financial responsibilities through available operational channels including customer support systems, field communication, digital platforms, operational documentation, or authorized representatives.
BSFC is committed to maintaining customer privacy and protecting customer information collected during onboarding, verification, operational assessment, SHG participation, repayment activities, digital interactions, customer support communication, or financial service processing. Customer information shall be handled responsibly and in accordance with applicable laws, operational safeguards, internal policies, and lawful business purposes.
Customers are expected to provide accurate, complete, authentic, and lawful information during customer onboarding, KYC verification, SHG participation, repayment interaction, grievance submission, financial application processing, or operational communication activities. Submission of false information, forged documentation, fraudulent activity, misuse of services, or operational non-compliance may result in rejection of applications, suspension of services, recovery actions, or legal proceedings where necessary.
BSFC is committed to promoting responsible lending practices and ethical financial engagement. Customers shall be encouraged to borrow responsibly based on genuine financial needs, repayment capability, operational sustainability, and lawful financial purposes. BSFC does not encourage excessive borrowing, misleading financial practices, or unsustainable debt obligations.
Customers have the right to raise grievances, operational concerns, repayment disputes, service dissatisfaction issues, misconduct complaints, technical support requests, or customer service concerns through official BSFC grievance redressal mechanisms. BSFC aims to review complaints fairly, respectfully, confidentially, and within reasonable operational timelines in accordance with applicable operational procedures and service standards.
BSFC strictly prohibits harassment, coercion, abusive communication, intimidation, unlawful recovery practices, public humiliation, unauthorized demands, or unethical operational behavior by employees, field officers, operational representatives, collection personnel, SHG coordinators, consultants, or associated service providers. Customers are encouraged to report any inappropriate conduct through official communication channels.
Customers are responsible for maintaining confidentiality of passwords, OTPs, account credentials, banking information, verification codes, and digital authentication details associated with BSFC services or digital systems. Customers are advised not to share confidential information with unauthorized individuals and should immediately report suspicious activity, fraud attempts, unauthorized communication, or operational misuse through official BSFC channels.
BSFC aims to provide accessible customer support and operational assistance through official communication channels including customer support systems, digital platforms, field representatives, grievance mechanisms, operational communication systems, and authorized customer assistance processes. Service availability may occasionally be affected by operational dependency, technical issues, banking systems, regulatory requirements, maintenance activities, force majeure events, or circumstances beyond reasonable operational control.
Customers are encouraged to cooperate respectfully during verification procedures, operational assessments, repayment communication, SHG activities, customer support interactions, grievance investigations, compliance reviews, and lawful operational processes conducted by BSFC or authorized representatives.
BSFC values customer trust and aims to continuously improve service quality, digital accessibility, operational transparency, financial literacy efforts, women empowerment initiatives, SHG engagement systems, rural support programs, customer support standards, and community-oriented financial services through responsible operational practices and customer feedback mechanisms.
BSFC reserves the right to revise, modify, update, replace, or amend this Customer Charter periodically to reflect operational developments, regulatory changes, technological advancements, customer service improvements, organizational requirements, or legal obligations. Updated versions shall become effective upon publication through official BSFC communication channels unless otherwise required by applicable law.
This Customer Charter shall be governed and interpreted in accordance with the laws of India. Any disputes arising in connection with customer interactions, operational services, financial assistance programs, grievance handling, or related matters shall be subject to the jurisdiction of competent courts located within the jurisdiction of BSFC’s registered office, subject to applicable legal provisions.
For customer support, grievance reporting, operational clarification, repayment assistance, service-related inquiries, or customer assistance, 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 accessing or using BSFC services, SHG programs, digital platforms, financial systems, customer support channels, or operational services, users acknowledge that they have read, understood, and agreed to this Customer Charter.
