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

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

Email Id: md@iifc.org.uk

 

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. Sujit Kumar Maity 

Contact Information:

Karvy Selenium Tower B,

Plot 31-32, Gachibowli,

Financial District, Nanakramguda,

Hyderabad 500 032

Ph: +91 04067161588

Email: sujitkumar.maity@karvy.com

 

2.      Sharepro Services (India) Private Limited 

Contact Person: Mr. Rajesh Jadhav 

Contact Information:

13/AB, 2nd Floor, Samhita Warehousing Complex,
Sakinaka Telephone Exchange Lane,
Off Andheri Kurla Road, Sakinaka,
Andheri (East) Mumbai - 400 072

Ph. – 022 67720354 / 67720386
Fax – 022 28508927

Email: rajeshj@shareproservices.com

 

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)  

Email id: complianceofficer.infrabond@iifcl.org

           

 

b) Other Grievances

 

            Grievance Redressal Officer                      Tarique Anjum                                                                                                                             (Assistant General Manager)

 

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:                            

Nodal Officer                                                 Sanjeev Ghai (CGM),

IIFCL

8th Floor,

                                                                                                                                                HT Building, KG Marg,

                                                                                                                                                New Delhi-110001

 

Email id:                                             grievancefeedback@iifcl.org

Tel. No                                                            91-11- 23708263, 23708264

 

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

 

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

 

 

 

Click to Download File