CitiFinancial Consumer Finance India Limited ('CCFIL'), in pursuance of the directions issued by RBI for Non-Banking Financial Companies

(NBFCs), has adopted the following code for fair practices while dealing with customers. The Fair Practice Code ('FPC') is intended to cover the following areas: Applications for loans and their processing All relevant information pertaining to the loan has been made available in the relevant loan application form(s) including the necessary loan information and documents required, to be submitted together with the duly completed application form. Relevant information comprises: Basic loan parameters such as minimum/ maximum loan amount, tenure, mode of repayment, information on loan tariffs, etc. Indicative list of documents required such as Address proof, Identity proof, Income proof, etc. Receipt of completed applications forms will be duly acknowledged. For this purpose, all application forms contain a perforated section on the acknowledgement, which is provided to each applicant. Applicants are requested to insist for an acknowledgement in this regard. The approximate timeframe for processing of loan applications from the date of submission of duly completed application forms (including complete documentation and information) is listed below: Sales Finance: 1-3 working days Personal Loans: 3-5 working days Mortgages: 20-25 working days It is our endeavor to process the loan applications at the earliest. All applications are subject to various internal procedures of verification and credit appraisal, before a decision to sanction the loan is completed. Applications that do not meet the requirements are declined. The decision is communicated to the applicants verbally or in writing. The acknowledgement indicates the approximate timeframe of 30 days during which period, the applicant may contact the nearest branch of CitiFinancial to ascertain the status of the loan application. However, applicants are welcome to contact the Company at any stage of the approval process. Loan appraisal and terms/ conditions Loan applications shall be assessed in accordance with CCFILs credit appraisal process. Upon approval of the loan, an agreement/ sanction letter indicating the amount of loan sanctioned, annualized rate of interest applicable, including method of application thereof, along with the terms and conditions, shall be conveyed to the loan applicant in writing. A written acceptance of such terms and conditions shall be retained by CCFIL. Disbursement of loans, including changes in terms and conditions Any changes to the terms and conditions, including disbursement schedule, interest rates, service charges, prepayment charges, etc., shall be informed individually to the borrowers in case of account specific changes (described below), and in case of others (also described below), the same shall be available at the branches and also the website of CCFIL (www.citifinancial.co.in). Account specific charges: This may include changes to the rate of interest (upward or downward), Tenor & EMI. These changes would be communicated individually to the customers in writing and will also be available at our branches. Other charges: These changes are incidental charges such as bounce cheque charges, late payment charges, cheque swap charges, statement of account, prepayment charges, rebooking/ re-age charges, cancellation charges, cheque replenishment charges, document retrieval charges; and other similar charges applicable depending on the product/ scheme opted by the customer. These charges are standard across customers irrespective of their creditworthiness and/ or credit history. Any changes to the above "Other" charges shall be made available at our branches and also the website of CCFIL (www.citifinancial.co.in). The website address is also available on the application form. Any change in the above applicable charges (including the Interest rate etc) shall be effected prospectively Decision to recall/ accelerate payment or performance under the agreement shall be in accordance with the terms and conditions duly acknowledged by the borrower. All securities pertaining to the loan would be released on receipt of full and final payment of the loans, subject to any legitimate right or lien, and set-off for any other claim that CCFIL may have against the borrowers. If such right of set-off is to be exercised, the borrower shall be given notice about the same, with full particulars about the remaining claims and the conditions under which CCFIL is entitled to retain the securities until the relevant claim is settled/ paid. General provisions CCFIL shall refrain from interference in the affairs of the borrower, except for the purposes provided in the terms and conditions of the loan sanction documents (unless new information, not earlier disclosed by the borrower, has come to the notice of CCFIL). In case of receipt of request from the borrower for transfer of borrowal account, the consent or otherwise, i.e. objection of CCFIL, if any, shall be conveyed within 21 days from the date of receipt of request. In the matter of recovery of loans, CCFIL shall follow the usual measures as per the laid down guidelines and extant provisions and would operate within the legal framework and in compliance with the applicable laws and regulations. The Company would not resort to undue harassment viz persistently bothering the borrowers at odd hours, use of muscle power for recovery of loans, etc. In this regard, CCFIL has an established code of conduct for debt collection wherein our staff or any person authorized to represent the Company in collection of dues are extensively trained and are required to sign a declaration-cum-undertaking whereby they agree to adhere to the requirements of the code. Our Company's dues collection policy is built on courtesy, fair treatment and persuasion. We believe in fostering customer confidence and long-term relationship. Our staff or any person authorized to represent us in collection of dues or/ and security repossession will identify himself/ herself and interact with our customers in a civil manner. We will provide our customers with all the information regarding dues and will give sufficient notice for payment of dues. All customers will be contacted ordinarily at the place of their choice, in the absence of a specified place at the residence of the customer and if the customer is unavailable at the residence, at the customer's place of business/ occupation. We will respect privacy of the customer and all our interactions will be in a civil manner. All assistance will be provided to our customers to resolve differences or disputes in a mutually acceptable manner, if any, as regards dues. Inappropriate occasions such as bereavement in the family or such other calamitous occasions would be avoided for making visits/ calls on a best effort basis, subject to CitiFinancial being aware of such occasions.

Any instances of non-compliance with our debt collection code shall be strictly dealt by the Company.

Grievance redressal mechanism At CitiFinancial, we aim to provide our customers with the best Customer Service and have consistently invested in infrastructure, people, processes and training to set up a robust and efficient customer service platform.

Each branch has a specially designated customer service representative. All customer queries are logged into a centralized service system for review, monitoring and resolution to the satisfaction of our customers.

However, if our customers have a problem or wish to register a complaint, they can reach us at any of the following access channels that connect to the Centralized customer service unit where dedicated, specialized and trained customer service officers will handle customer queries/ grievances: Telephone: CitiFinancial has provided dedicated telephone numbers where all customers can call and log any grievances at 1800-11-99-49 (Toll-free for MTNL/BSNL users) or at 01139001111 (Reliance). Hotline phones are available at most branches, which directly connect to the Centralized Customer Service Unit. Fax: The customers can also communicate grievances if any through Facsimile at the given number: 011-44002380 E-mail: Customers can write at the given e-mail ID: wecare@afsindia.com Further, the customers can also contact us through our official website at: www.citifinancial.co.in The customers can also write to us at: P.O. Box No. 3548, New Delhi 110 062 The above channels are communicated to our customers at the point of sale at CitiFinancial branches, through subsequent customer correspondence including welcome pack, CitiFinancial website, etc.

Our customer service officers consistently strive to ensure all grievances are resolved on a timely basis and to the full satisfaction of our customers. After examining the matter, it will be our endeavor to provide the borrower/ applicant with our final or other response, within a period of two (2) weeks, and within a maximum period of six (6) weeks from receipt of such complaint/ grievance.

Escalation of complaints: First Level To Customer Service Head If customers are not satisfied with the response that they receive from the above access channels or do not hear from us within the above timeframe, they can escalate their complaints through an E-mail to head.customercare@afsindia.com or write to the Customer Service Head at P.O. Box No. 3548, New Delhi 110 062, explaining the details of the issue concerned. Customers can expect to receive a response within 10 working days from the date of receipt of such complaint by CitiFinancial.

Escalation of complaints: Second Level To Grievance Redressal Officer If Customers are not satisfied with the response that they receive or do not hear from us within 10 working days of having escalated their complaint, and wish to raise the issue with a Senior Officer within the Company, please contact Mr. M Dhananjayan.

Mr. M. Dhananjayan has been appointed as the Grievance Redressal Officer for CitiFinancial India to independently examine customer issues and provide an impartial resolution.

Mr. M. Dhananjayan can be reached at: CitiFinancial Consumer Finance India Limited Grievance Redressal Officer P. O. Box No. 3548, New Delhi 110 062 E-mail: mdananya@afsindia.com

The grievance redressal officer will ensure that customers receive the attention and answers they are looking for.

CCFIL shall provide for periodical review of the compliance of this Fair Practice Code and the functioning of the grievance redressal mechanism at various levels of management including the Board of Directors.