| Policy Name | Department | Information Technology Development Department |
|---|---|---|
| WhatsApp Communication | Document No. | SMP_PP_V1.1 |
| Title: | Revision No.: | |
| WhatsApp Communication Policy | Date: | 1/04/2024 |
| Prepared by | Date | Signature |
|---|---|---|
| Information Technology Development Department | --/--/2024 | |
| Reviewed and Approved by | Date | Signature |
| BOD | --/--/2024 |
| Version No. | Date | Clause No. | Comments / Modifications | Changed By | Approved By |
|---|---|---|---|---|---|
Sampark Fin Services Pvt Ltd ("we," "us," or "our") is committed to using WhatsApp as a responsible and compliant communication channel with our customers regarding personal and business loan products. This policy outlines the guidelines for using WhatsApp to interact with our customers.
This policy applies to all employees, agents, and contractors of [NBFC Name] who use WhatsApp to communicate with our customers about loan products or services.
We will only initiate WhatsApp communication with a customer after they have explicitly opted-in through a clear and verifiable method on our website, mobile app, or through a documented interaction with a representative.
Our opt-in process will clearly explain that the customer is agreeing to receive information about loan products and services from “Sampark” on WhatsApp.
We will record and retain all opt-in records to demonstrate compliance.
We will primarily use WhatsApp for the following purposes:
Responding to customer inquiries about loan products and services.
Providing customer service and support related to existing loans.
Sending general reminders and confirmations related to loan events
Sending transaction alerts and account updates (with customer consent).
Sharing educational content related to personal finance and loan management (with customer consent).
We will not use WhatsApp for the following purposes:
Sending unsolicited marketing messages or promotional offers.
Sharing sensitive customer information without proper encryption or security measures.
Engaging in harassing or misleading communication.
Spreading false or misleading information.
Violating any applicable data privacy laws or regulations.
We will comply with all applicable data privacy laws and regulations regarding the collection, use, and storage of customer data obtained through WhatsApp communication.
We will implement appropriate technical and organizational safeguards to protect customer data from unauthorized access, disclosure, alteration, or destruction.
We will not share customer data with any third party without the customer's consent, except as required by law.
We may record and monitor WhatsApp conversations for training, quality assurance, and regulatory compliance purposes.
Customers will be notified if their conversations are being recorded.
Recorded conversations will be stored securely and only accessed by authorized personnel.
Customers can opt-out of receiving further WhatsApp communication from us at any time by replying "STOP" to any message or contacting us through our designated customer service channels.
Violations of this policy will be taken seriously and may result in disciplinary action, up to and including termination of employment.
We will review and update this policy periodically to reflect changes in technology, regulations, or our business practices.
If you have any questions about this policy, please contact us at 7669016105 or [email protected].
With subject as privacy concern with registered mail ID
Any mail related to privacy issues must be communicated with preregistered mail or mobile number.
By following these guidelines, we can ensure that our WhatsApp communication is professional, compliant, and respectful of our customers' privacy.
