| 46 Annual Report | 2025-2026 Outbound Process The customer care team also conducts outbound calls to assess customer satisfaction levels and also to get an insight into their needs from a credit and cross-sell perspective. In FY 2026, we introduced chat-bot–enabled customer communication, including automated welcome calls and repayment-related reminders, to enhance customer engagement, improve operational efficiency, and ensure timely and consistent outreach. Ratings & Gradings The following rating and grading achievements reaffirm Arohan’s continued focus on building a sustainable, scalable, and socially responsible business model, strengthening its position as one of India’s leading microfinance institutions. CARE MFI 1 Grading: Arohan retains the highestrated MFI 1 grading from CARE Ratings for the eighth consecutive year in its assessment held in FY 2026. The grading is assigned on an 8-point scale with MFI 1 being the highest, enabling Arohan to retain its position among the choicest MFIs in India. Code of Conduct Assessment (COCA): Arohan retains the highest-rated C1 grading for the eighth consecutive year. The top-notch grading has been awarded to Arohan by CARE Advisory Research and Training Limited (CareEdge Advisory). The score of 93% have been earned on indicators concerning Transparency, Client Protection, Governance, Recruitment, Client Education, Feedback & Grievance Redressal, and Data Sharing. CORPORATE SOCIAL RESPONSIBILITY AND ENVIRONMENTAL, SOCIAL AND GOVERNANCE One of our key missions is to advance financial inclusion for underserved and low-income communities. While our core business focuses on providing micro-loans to empower women, promote entrepreneurship, and enhance livelihoods, our Corporate Social Responsibility (“CSR”) initiatives extend this social mission by working to create measurable and sustainable impact in the communities we serve. Our CSR philosophy is aligned with our mission of fostering inclusive growth and addressing key social, environmental, and economic challenges faced by vulnerable communities. Our initiatives are designed in alignment with the United Nations Sustainable Development Goals (“SDGs”) and aim to complement our social business model by addressing structural barriers in areas such as financial literacy, healthcare, education, environmental sustainability, and community resilience. In compliance with the requirements of Section 135 of the Companies Act read with the Companies (Corporate Social Responsibility) Rules, 2014, our Board have constituted a Corporate Social Responsibility (“CSR”) Committee pursuant to which we carry out various CSR activities. Key Focus Areas a) Financial Literacy and Inclusion: Recognising that financial awareness is critical to empowerment, we undertake structured programmes to educate women, microentrepreneurs, and rural households on topics such as financial planning, savings, budgeting, and responsible borrowing. These initiatives aim to strengthen financial resilience and enable informed decision-making among underserved populations. Through a targeted Financial Literacy Programme launched in West Bengal, in collaboration with AMFIWB, Arohan equipped 3780 women with essential financial knowledge and skills. b) Youth Entrepreneurship and Entrepreneur Investing Programme: We support local entrepreneur and students at government school to support entrepreneurship Quarter wise Outbound Calls received in FY 2026 1150 1055 875 832 80000 70000 60000 50000 40000 30000 20000 10000 0 1600 1400 1200 1000 800 600 400 200 0 Outbound Per Lakh Customer Q1 Q2 Q3 Q4 25719 26275 69115 59912 47932 45029 Management Discussion & Analysis
RkJQdWJsaXNoZXIy NTE5NzY=