CFSL Integrated Report 2025

24

Risk Management

Corporate Governance

Statutory Disclosures

Financial

CLIENTS AND CUSTOMERS

REGULATORS AND THE GOVERNMENT

(Individuals, SMEs and Corporations)

CLIENTS DRIVE REVENUE AND SHAPE OUR PRODUCTS, SERVICES, AND STRATEGIES.

REGULATORS ESTABLISH THE FRAMEWORK FOR COMPLIANT AND SUSTAINABLE OPERATIONS.

Engagement channels

Engagement channels

• Customer surveys and feedback forms • Focus groups, when needed • A clear Group website and social media channels • Press releases • Emails, phone calls and road shows • Our call centre • Our mobile app MoFinans KEY EXPECTATIONS • Accessible, transparent, and safe services • Flexible financing solutions • Rapid processing of applications • Physical and digital touchpoints for enhanced convenience • Data privacy • Environmental and societal responsibility • Rewards for loyalty OUR RESPONSE • Omnichannel service delivery combining physical and digital options • Tailored financing solutions, catering to various customer segments and industries • Continuous improvement of products/solutions, in line with changing customer needs • Continuous finetuning of our mobile app, offering new features and more visibility into transactions • Strong focus on data security • A Green Bond, financing green projects • A new credit card offering uncapped cashback

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Annual report

• Annual Meeting of Shareholders (AMS) • Investor briefings • Press releases • ‘Investors Corner’ on the Group's website • Quarterly unaudited financial statements • Meetings, as and when required

KEY EXPECTATIONS • A competent Board, leading with strong oversight and ethical conduct • A capable leadership team • A responsible employer • Compliance with relevant laws and regulations • Contributions to the national tax base • Contributions towards national priorities, including environmental and social goals

OUR RESPONSE •

Frequent financial updates

• Mandatory trainings for all employees, keeping them updated with changing regulations • A diverse Board, balanced with independent Directors and supported by specialised committees • Listing of Green Bonds on the Stock Exchange of Mauritius (SEM) • Inclusion on the SEMSI, demonstrating robust ESG practices

• Environmental and Social Report page 69 • Corporate Governance Report page 109 • Financial Statements page 137

• Business Review page 51 • Environmental and Social Report page 69