Citizens' 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. (For details please refer to website www.iifcl.org)
 
3.                 Application of Charter
 
Disclaimer: 
It is not a legal document creating rights and obligations.  The Citizen's Charter does not by itself create new legal rights, but it surely helps in enforcing existing rights.
 
This Charter applies to all products and services listed below whether provided by IIFCL or its subsidiaries/associates acting on behalf of IIFCL.
 
KYC/AML Compliance: 
In order to comply with regulatory/ statutory requirements, while providing the financing services we will adhere to the Know Your Customer (KYC) Norms, Anti Money Laundering (AML) guidelines, satisfy ourselves about the identity. Customers to provide the desired documents as per the requirements of IIFCL for updation and verification as per the periodicity of submission.
 
Products: 
·          Long Term Financing support to commercially viable infrastructure projects as per SIFTI (Scheme for Financing Viable Infrastructure Projects through a Special Purpose Vehicle called the India Infrastructure Finance Company Limited), with overriding priority to Public Private Partnership (PPP). 
·          The financing is provided through various schemes as mentioned in SIFTI the details of which are available on www.iifcl.org. The schemes for financing are also listed below:
o   Direct Lending
o   Refinance Scheme
o   Take Out Finance
o   Credit Enhancement – Pilot Scheme
 
·          Proposals are received through the Lead Bank/Syndicator and/or   Appraising Bank / Institutions. 
·          After receipt of the complete information, the proposal is examined as per SIFTI and the outcome of the proposal would be advised within 15 business days. 
·          Disbursement is done as per the Lending Confirmation Notice issued by Lead Bank.
 
Loans and Advances: 
Pricing and Non-pricing Terms and Conditions of Loans
All Pricing and Non-pricing Terms and Conditions of Loans will be in strict conformity with the Regulatory Guidelines and correctly capture the risks involved and the rating of the borrowers concerned individually or as a class. 
 
4.                       Our Key Commitments to Customers           
 
·          We promise that we will act courteously, fairly and reasonably in all our dealings with customers; 
·          We will meet the commitments and standards in the Charter for the services offered and in the procedure and practices followed. 
·          We will ensure that dealings with the customers rest on ethical principles of integrity and transparency. 
·     We will make sure that you are given clear information about our products and services; 
·          We ensure to maintain privacy and confidentiality of the Customer’s data. 
·    We will publicize our Citizens’ Charter by placing it on our Website www.iifcl.org, providing a copy of it to the customer and ensuring that our staff is trained to put it into practice. 
·    We will provide services to the customers as per standards laid down in IIFCL’s Commitments to its customers. 
.    We have provided complaint register/ form and /suggestion box in our office premises
            ·    The address of administrative office as well as Nodal Officer dealing with customer                           grievances/complaints is displayed on our website.
 
5.                 We Expect our Customers to 
·          To make all payments through e-payment. 
·      To help us meet the requirements of “Know Your Customer (KYC)” and Anti Money Laundering (AML) guidelines; 
·         Customer obligation – Proper utilization of IIFCL’s Loan and Timely repayment. 
·   Complaint relating to deficiency of customer service should be reported within a reasonable time provided this is within the prescribed period of preservation of relevant record. 
·          Provide valuable feedback on our services so as to enable us to improve our service.
 
6.                 Customer Education
     IIFCL will ensure full transparency to the customer in levying of various fees/service          charges and penalties.
 
7.                 Code of Ethics
 
                ·          To provide in a professional manner, efficient, and courteous services; 
·          Not to discriminate on the basis of religion, caste, sex, descent or 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.
 
8.                 Grievances Redressal System (GRS) at IIFCL 
We are committed to serve you to your satisfaction. However, should you feel that our services need improvement and wish to lodge your feedback/complaint; we welcome your valuable suggestions and feedback. Our endeavor shall be to address your complaint to your satisfaction. 
For Citizens’ Charter of IIFCL’s subsidiary Companies and associate Companies please refer to their respective websites as under:
 
IIFCL Projects Ltd. (IPL):
                                     Contact person:         Mr. Deepak Chatterjee (CEO)
Website:                     www.iifclprojects.com
 
Contact Info:             IIFCL Projects Ltd.
3rd Floor,
Ambadeep Building,
Kasturba Gandhi Marg
New Delhi-110 001
Phone: 91-11- 23445100 
Email id: 
contact@iifclprojects.com https://www.iifcl.org/images/mail.png
IIFC(UK) Ltd.:
                                     Contact Person:         Mr. S. Krishnan (MD)
Website:                     www.iifc.org.uk
 
Contact Info:              Becket House, 36, Old Jewry,
London  EC2R 8DD 
United Kingdom
Tel : +44-20-34407520; 77768950; 76006564
Fax : +44-20-34407525; 77768958
 
Online Grievance Redressal System –
IIFCL will provide for online registration of grievance on its website. However, Anonymous complaints will not be entertained. The Online Grievance System would provide access to the customer also for recording the complaint, complaint status tracking and receiving response from IIFCL.  
 
a)     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 and also given hereunder:
 
 1.         Karvy Computershare Pvt. Ltd.
Contact Person:
Mr. Umesh Pandey
Contact Information:
Karvy Computershare Pvt. Ltd.
Karvy Selenium Tower B,
Plot number 31 & 32
Financial District Gachibowli
Hyderabad 500 032
India
P : +91 040 6716 1595
Fax – 91 040 2343 0814
 
2.         RCMC Share Registry Private Limited
Contact Person:
Mr  Ravinder Dua
Contact Information:
RCMC Share Registry Pvt Ltd
B-25/1, Okhla Industrial Area Phase – II,
New Delhi – 110 020
Ph - 011-26387320,21,23
Fax – 011-26387322
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. Manjari Mishra (Assistant General Manager & Company Secretary)  
           
 
b) Other Grievances
 
            Grievance Redressal Officer                       Dr. Shyam Sharan Garg,
                                                                                                           (General Manager)
 
                                                                                                                                             5th Floor,Block 2, Plate A & B, NBCC Tower                                                                                                                                                   East Kidwai Nagar, New Delhi - 110 023
 
      Email id:   grievancefeedback@iifcl.org https://www.iifcl.org/images/mail.png
Tel. No                            011-24662777
 
The Grievance would be acknowledged within 3 Business days. 
In the event of grievance not getting addressed within 7 business days , the investors may contact:                            
 
                                                                                           
We shall endeavour to resolve your complaint/grievance at the earliest.
 
After exhausting above machinery/channels, if the customer is still not satisfied, he may write to Chairman and Managing Director of IIFCL at cmd@iifcl.org https://www.iifcl.org/images/mail.png
 
Customers may also lodge their complaints through web based portal Centralized Public Grievance Redress & Monitoring System (CPGRAMS) developed by Directorate of Public Grievances (DPG), Department of Administrative Reforms & Public Grievances, Government of India.
 

 
ANNEXURE I: Bond Issues Details
S.No
Security Name
R&T Agent
1
8.70%IIFCL2016
Sharepro Services
2
8.82%IIFCL2022
Sharepro Services
3
9.35%IIFCL2023
Sharepro Services
4
8.68%IIFCL2023
Sharepro Services
5
8.10%IIFCL2024
Sharepro Services
6
7.90%IIFCL2024
Sharepro Services
7
8.12%IIFCL2024(Series-VII)
Sharepro Services
8
8.12%IIFCL2024(Series-VIII)
Sharepro Services
9
8.55%IIFCL2024(Series-IX)
Sharepro Services
10
8.15%IIFCL2021 Infra Bonds Series I
Karvy Computershare Pvt. Ltd
11
8.15%IIFCL2021 Infra Bonds Series II
12
8.30%IIFCL2021 Infra Bonds Series III
13
8.30%IIFCL2021 Infra Bonds Series IV
14
9.41%IIFCL2037-Series X-A Bonds
Karvy Computershare Pvt. Ltd
15
9.36%IIFCL2042-Series X-B Bonds
16
7.20%IIFCL 2022Tax Free Bonds Pvt. Placement Series III-A
Karvy Computershare Pvt. Ltd
17
7.38%IIFCL2027 Tax Free Bonds Pvt. Placement Series III-B
18
7.41%IIFCL2032 Tax Free Bonds Pvt. Placement Series III-C
19
7.21%IIFCL2022 Tax Free Bonds Pvt. Placement Series IV-A
Karvy Computershare Pvt. Ltd
20
7.38%IIFCL2027 Tax Free Bonds Pvt. Placement Series IV-B
21
7.41%IIFCL2032 Tax Free Bonds Pvt. Placement Series IV-C
22
7.19/7.69%IIFCL2023 Public Tax Free Bonds Tranche I Series I
Karvy Computershare Pvt. Ltd
23
7.36/7.86%IIFCL2028 Public Tax Free Bonds Tranche I Series II
24
7.40/7.90%IIFCL2033 Public Tax Free Bonds Tranche I Series III
25
6.86/7.36%IIFCL2023 Public Tax Free Bonds Tranche II Series I
Karvy Computershare Pvt. Ltd
26
7.02/7.52%IIFCL2028 Public Tax Free Bonds Tranche II Series II
27
7.08/7.58%IIFCL2033 Public Tax Free Bonds Tranche II Series III
28
8.26%IIFCL2028 Tax Free Bonds Pvt. Placement Series V-B
Karvy Computershare Pvt. Ltd
29
8.19%IIFCL2033 Tax Free Bonds Pvt. Placement Series V-C
30
8.01%IIFCL2023 Tax Free Bonds Pvt. Placement Series VI-A
Karvy Computershare Pvt. Ltd
31
8.46%IIFCL2028 Tax Free Bonds Pvt. Placement Series VI-B
32
8.37%IIFCL2033 Tax Free Bonds Pvt. Placement Series VI-C
33
8.11%IIFCL2032 Tax Free Bonds Pvt. Placement Series VII-A
Karvy Computershare Pvt. Ltd
34
8.48%IIFCL2032 Tax Free Bonds Pvt. Placement Series VII-B
35
8.01% IIFCL2023 Public Tax Free Bonds 2013-14 Tranche I Series 1A
Karvy Computershare Pvt. Ltd
36
8.26%/8.01%IIFCL2023 Public Tax Free Bonds 2013-14 Tranche I Series 1B
37
8.38%IIFCL2028 Public Tax Free Bonds 2013-14 Tranche I Series 2A
38
8.63%/8.38%IIFCL2028 Public Tax Free Bonds 2013-14 Tranche I Series 2B
39
8.50%IIFCL2033 Public Tax Free Bonds 2013-14 Tranche I Series 3A
40
8.75%/8.50%IIFCL2033 Public Tax Free Bonds 2013-14 Tranche I Series 3B
41
8.41%IIFCL2024 Public Tax Free Bonds 2013-14 Tranche II Series 1A
Karvy Computershare Pvt. Ltd
42
8.41%/8.66%IIFCL2024 Public Tax Free Bonds 2013-14 Tranche II Series 1B
43
8.48%IIFCL2029 Public Tax Free Bonds 2013-14 Tranche II Series 2A
44
8.48%/8.73%IIFCL2029 Public Tax Free Bonds 2013-14 Tranche II Series 2B
45
8.66%IIFCL2034 Public Tax Free Bonds 2013-14 Tranche II Series 3A
46
8.66%/8.91%IIFCL2034 Public Tax Free Bonds 2013-14 Tranche II Series 3B
47
8.16%IIFCL2023 Public Tax Free Bonds 2013-14 Tranche III Series 1A
Karvy Computershare Pvt. Ltd
48
8.41%/8.16%IIFCL2023 Public Tax Free Bonds 2013-14 Tranche III Series 1B
49
8.55%IIFCL2023 Public Tax Free Bonds 2013-14 Tranche III Series 2A
50
8.80%/8.55%IIFCL2023 Public Tax Free Bonds 2013-14 Tranche III Series 2B
51
8.55%IIFCL2023 Public Tax Free Bonds 2013-14 Tranche III Series 3A
52
8.80%/8.55%IIFCL2023 Public Tax Free Bonds 2013-14 Tranche III Series 3B
 
 

 

 

 

 

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