JUMOQ Mandatory · Lending & Customer Protection

Customer Protection Fair Treatment and Grievance Redressal

Explain products fairly, provide accessible service, handle complaints and guide customers through current redress routes.

MAND-CUSTOMER-B01Basic

Course director: Venkata Subramani Ramachandra

2 hr 19 minFull study estimate

Full study estimate: 2 hr 19 min

Self-paced estimates for one pass through the course. Practical work includes activities, assignments and resource study. Your pace may vary; breaks and repeat attempts are extra. All course and certificate requirements still apply.

Inside this course

Select a topic to see its lessons, videos, practice activities and resources.

Explain products so customers can decide

LessonExplain products so customers can decide
VideoVideo — Explain products so customers can decide
QuizTopic 1 knowledge check
Decision MissionDecision Mission — Optional product

Provide accessible and respectful service

LessonProvide accessible and respectful service
VideoVideo — Provide accessible and respectful service
QuizTopic 2 knowledge check
Case QuestCase Quest — Accessible service

Receive complaints and make an accurate handover

LessonReceive complaints and make an accurate handover
VideoVideo — Receive complaints and make an accurate handover
QuizTopic 3 knowledge check
Impact SimulatorImpact Simulator — Complaint handling workload

Explain the current external redress route

LessonExplain the current external redress route
VideoVideo — Explain the current external redress route
QuizTopic 4 knowledge check
Practice LabPractice Lab — Review and refer three workplace cases

Treat customers fairly during recovery and remediation

LessonTreat customers fairly during recovery and remediation
VideoVideo — Treat customers fairly during recovery and remediation
QuizTopic 5 knowledge check
Roleplay StudioRoleplay Studio — Explain the appropriate next step
Downloadable resourceFictional workplace cases and practice workbook
Downloadable resourceDesk checklist for everyday decisions
Downloadable resourcePolicy contacts and refresher guide
AssignmentWorkplace assignment — Apply the process and prepare a handover

Final Assessment

QuizFinal assessment

Certificate

CertificateCertificate of completionUnlocks after every quiz is completed at its required pass mark and all course requirements are complete.

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