MFLC is committed to delivering high-quality services and welcomes customer feedback, complaints, compliments, inquiries, and suggestions regarding its products, services, performance, and staff as a means of monitoring and improving service delivery, organizational effectiveness, and customer experience.  

MFLC has established a Customer Relationship Management (CRM) mechanism for receiving, recording, responding to, resolving, monitoring, and reporting customer complaints, disputes, inquiries, and compliments.  

MFLC has established a Customer Relationship Management and Dispute Resolution mechanism for receiving, recording, responding to, resolving, monitoring, and reporting customer disputes relating to MFLC products, services, facilities, transactions, and operations.  

MFLC is committed to addressing disputes within a reasonable timeframe and ensuring customers receive fair, just, transparent, and timely responses.  

MFLC has established an Environmental & Social Grievance Mechanism (ESMS GRM) to ensure the effective management, resolution, and monitoring of environmental, social, and climate-related grievances associated with MFLC-financed activities.  

MFLC is committed to maintaining an accessible, transparent, fair, and confidential grievance mechanism for stakeholders, communities, customers, workers, affected parties, and other interested persons relating to internationally funded projects/programs administered, financed, or supported by MFLC, including climate finance and ESG-related initiatives. 

MFLC has established a Whistleblowing & Ethics Reporting mechanism in accordance with the Whistleblowers Protection Act (Law No. 16/2019), the MFLC Ethics and Whistleblowing Policy, and the Ethics Committee Charter.  

MFLC maintains a zero-tolerance approach towards fraud, corruption, misconduct, unethical behavior, retaliation, and other violations under the Ethics and Whistleblowing Policy.