CITIZEN CHARTER

 

1.         Vision & Mission

 

IIFCL’s Vision:

“Provide innovative financing solutions to promote and develop world class infrastructure in India”

 

IIFCL’s Mission:

"To adopt best practices in financing infrastructure and develop core competencies in facilitating infrastructure development. Develop a team of highly engaged employees to deliver services in a professional manner and to the satisfaction of all stakeholders"

 

2.         Business of IIFCL

 

IIFCL provides financial assistance to the projects in specified Sectors of infrastructure such as Roads, Ports, Airport, Power etc by way of participating along with Lead Bank in the consortium of Banks & Financial Institutions as per SIFTI Guidelines, and all disbursements are made in an Escrow Bank Account maintained by one of the Consortium Banks (for details please refer to website iifcl.org)

 

3.         Details of Services Provided

 

·      Long Term Financing support to commercially viable infrastructure projects as per SIFTI, with overriding priority to PPP.

 

·      The financing is provided through various schemes as mentioned in SIFTI the details of which are available on iifcl.org.

 

-     Proposals are received through the Lead Bank/Syndicator and/or    Appraising Bank / Institutions.

 

-   Process Time after receipt of the complete information, the proposal is         examined as per SIFTI within 15 business days.

 

-     Disbursement is done as per the Lending Confirmation Notice issued        by Lead Bank.

 

4.         Our Key Commitments to Customers

           

  • We  promise that we will act courteously, fairly and reasonably in all our dealings with customers;

 

  • We will make sure that you are given clear information about our products and services;

 

  • We will publicize our Citizens’ Charter by placing it in our Website www.iifcl.org and make sure that our staff is trained to put it into practice.

 

 

 

 

 

5.         We Expect our Customers to

 

·         To help us meet the requirements of “Know Your Customer (KYC)” and Anti Money Laundering (AML) guidelines;

 

·         Provide valuable feedback on our services so as to enable us to improve our service.

 

6.         Code of Ethics

 

·         To provide in a professional manner, efficient, and courteous services;

 

·         Not to discriminate on the basis of religion, caste, sex, descent of any of them;

 

·         To be fair and honest in advertisement and marketing of Loan Products;

 

·         To attempt in good faith to resolve any disputes or differences with customers by setting up Grievances Redressal Cell within the organization;

 

·         To comply with all the regulatory requirements in good faith.

 

 

7.         Grievances Redressal System (GRS) at IIFCL

 

            a) Investor Grievances

 

For any grievance related to the investments in IIFCL’s various Bond’s Issues, the investors are advised to approach the respective Registrars to the Issues, the details of which are available on our website.  In the event of non-satisfactory resolutions, the investors are requested to approach the under noted Compliance Officer; who shall address the grievance within 7 business days:

 

Ms. K. Renu (Manager (Law) & Company Secretary) 

Email id: complianceofficer.infrabond@iifcl.org

           

b) Other Grievances

 

            Grievance Redressal Officer                                             Uday Singh Nagpal

                                                           

Nodal Officer                                                                Sanjeev Ghai, 8th Floor,

                                                                                 HT Building, KG Marg,

                                                                                       New Delhi-110001

Email id:                                                             (grievancefeedback@iifcl.org)

Tel. No                                                                       011-23450261/23450292