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Chapter 4: Ethics

EMOLUMENT ATTACHMENT ORDERS

In accordance with the principals of treating customers fairly, we firmly believe that we have a social
responsibility to ensure that all collection strategies employed by Nimble and its subsidiaries are fair, free of
abuse and result in sustainable outcomes for all affected persons.

The abusive practices in obtaining EAO’s have been widely publicised. These practices play no part in our
business.

We have also instructed all employers who are still deducting amounts from their employees’ salaries in
terms of these EAO’s, to immediately cease such deductions. The Group endeavors to contact all affected
persons to arrange alternative means to settle their outstanding debt balances.

INDIGENTS AND AFFORDABILITY

Tools are currently being built to identify customers that are clearly over-indebted. Indigent customers
should be treated with appropriate levels of sensitivity to their circumstances.

VOICE ANALYTICS

Nimble is investing heavily in sophisticated voice analytics software to enhance the quality of customer
interactions. With over 1 500 Agents operating from various locations, ensuring top quality calls is difficult –
if not impossible.

Previously, customer call quality control could at best be done on a sample basis. With voice analytics, we
now screen 100% of all calls. Compliance is monitored completely – with any deviations being identified and
rectified rapidly. This gives us confidence that we can ensure high quality customer engagements.

COMPLAINTS MANAGEMENT

A robust and ever-improving complaints management and resolutions process is in place. Nimble takes
customer dissatisfaction extremely seriously and where escalations have not successfully been avoided,
immediate appropriate customer complaint resolution is sought.

Nimble engages openly and constructively with all industry regulators and bodies to ensure that codes of
good conduct are upheld.

WEBSITE

It is vitally important that our customers and the public have a valuable information-rich hub to tap into. The
Nimble website is set up for easy access where visitors have a broad range of useful information to educate
themselves - not only on general and current debt and credit facts, but importantly, a site that fully supports
them to understand their rights. It is set up for the broader consumer public to demystify debt and open up
ways to healthy money management

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