dtr's plain english project - December 2012Mark Spring December 03, 2012 : 0
As a responsible lender, we are meticulous about compliance with all lending industry guidelines. These state that customers must fully understand what they are signing when they finalise contracts with dtr, be it finance for household items or simply a cash loan.
Over the past year, we have taken our commitment to a new level through the development and implementation of the Plain English Project. This initiative aims to demystify the fine print and terms and conditions of our contracts, ensuring they are outlined to customers in plain English at the time of sign-up.
We’ve had our Easi-Own contract rewritten and redesigned to make it much easier to read. At the time of writing, the finished document has been submitted in anticipation of being awarded the WriteMark – New Zealand’s plain English standard.
The dtr team read through our East Own contracts with customers with the assistance of an easy to understand flip chart, using plain English and a fresh format. So far, this has not only increased customer understanding, but also made our team’s job easier.
We are now looking at applying the Plain English Project principles to all consumer contracts across our business.
By doing this we endeavor to lay foundations of trust and understanding for all our customer relationships.