LOLC Cambodia was assessed by Microfinanza Rating (MFR) for the CPC in November 2021. As the result, in February 2022, LOLC received the Gold Level of Client Protection Certificate from Cerise and SPTF and the certificate is secured by February 2025.
First certified CPP certificate from SMART Campaign which assessed by M-CRlL in July 2015.
In 2018, underwent check-in review by M-cril as the result that next validity was till 2020.
In February 2022, LOLC received the Gold Level of Client Protection Certificate from Cerise and SPTF.
1. Appropriate Product Design and Delivery:
LOLC Cambodia offers unsecure loan, secure loan, leasing, saving, and convenience repayment (through agents), and multiple choices of currency (Riel, Dollar, Bath) and repayment options. The client repayment capacity is strictly assessed at client’s business area/home.
2. Prevention of Over-Indebtedness:
All loans are conducted rigorous repayment capacity by FSA and reviewed by HSFA and/or BM before approval. Credit Bureau Cambodia (CBC) checking, closely monitor PAR, Internal Audit team monitors verifies loan appraisal actuary, compliance with CMA lending guideline. The loan was approved when client has capacity to repay.
3. Transparency:
Key facts documents are given to clients such as repayment schedule, transparency sheet, loan contract, all documents are in Khmer that contains the loan information, total loan amount, pricing, including all fees, APR/EIR, disbursement date, loan term and due dates of all repayment installments. At least two times (during assessment and before disbursement), clients were informed about the product’s features, fee charges, cooling off period, terms, and conditions by using visual aids (A4-Metacard). Client’s right and telephone hotline are also confirmed to clients.
4. Responsible Pricing:
Consistent the industry wide practice of offering a range of interest rate for a product. The loan and saving pricing depend upon the competition and they are reviewed regularly by research team. Staff is not allowed to charge over the product pricing range.
5. Fair and Respectful Treatment of Client:
The Code of Conduct (CoC) incorporates LOLC Cambodia’s mission, core values, professional conduct expected from the employees and prohibited action. All employees agree to abide by the CoC by singing the declaration, implications of violating the CoC, loan recovery process including Do&Don’t activities are also trained to staff. The way of staff reacts or serves client including aggressive sale technique and misleading information are checked and verified by supervisor checklist.
6. Privacy of Client Data:
The privacy policy is in place which is clearly mentioned in Credit Operation Manual. Client was asked for consent before collection their information, photo, and sharing it to CBC or third party. Moreover, the client privacy agreement is in place to maintain the confidentiality, security, and accuracy of clients' personal, transactional, and financial information.
7. Complaint & Resolution Handling Mechanism:
LOLC Cambodia has the Complaint & Resolution Handling Mechanism which the client can provide their complaint or feedback via many channels (suggestion box, telephone hotline, direct verbal, email, website, Facebook). Telephone hotline is managed by Contact Centre team at HO and the hotline number is shown on the counter, repayment schedule, loan plastic folder, and other marketing materials. All complaint and feedback are response properly and comply with the regulation. The clients understand about their right such as the right to get the related information, important documents, refuse to get the product, the right of data privacy, the right of complain or feedback, and the right to be served without any discrimination.
#666B, Street 271, Kbal Tumnub Muoy Village, Sangkat Boeng Tumpun 2, Khan Mean Chey, Phnom Penh, Cambodia.
023 991 991 
[email protected] 
023 991 991
Web Mail
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