Fair Practice Code

1. Introduction and Statement of Purpose

At Augmen.io, we are committed to the highest standards of fair practice and ethical conduct in all our dealings. Our mission is to transform the BFSI sector by building trust and delivering unparalleled efficiency through our human-like, autonomous AI agents. This Fair Practice Code Policy serves as a foundational document that outlines our commitment to transparency, integrity, and customer-centricity.

This policy is applicable to all employees, contractors, partners, and AI agents of Augmen.io. It ensures that every interaction with our clients and their customers is governed by principles of fairness, clarity, and respect.

2. Our Core Principles

The Augmen.io Fair Practice Code is built upon the following principles:

• Integrity: We will act honestly and ethically in all business relationships and interactions. We will not engage in any practice that is misleading, deceptive, or fraudulent.

• Transparency: We will be clear and transparent about our products, services, and the nature of our AI interactions. Customers will always know they are interacting with an AI agent.

• Confidentiality: The privacy and security of customer information are paramount. We will protect all data in accordance with our data protection policies and legal obligations.

• Customer-Centricity: Our products and services are designed with the customer's best interests at heart. We will strive to provide a positive, respectful, and empowering experience.

3. Policy Guidelines

3.1 Transparency in Products and Services

• Clear Communication: All information related to our AI solutions, including their capabilities, limitations, and how they interact with customers, will be communicated clearly and in plain language.

• Disclosure of AI Nature: Users will be explicitly informed that they are interacting with an AI agent. While our agents are human-like, we will not misrepresent them as human beings.

• Informed Consent: We will obtain explicit and informed consent from users for any data collection or AI-driven profiling that goes beyond the standard requirements of a BFSI transaction.

3.2 Non-Discrimination and Fairness

• Algorithmic Fairness: Our AI systems will be designed and regularly audited to ensure they do not produce discriminatory outcomes based on a customer's personal background, as detailed in our Ethical AI/ML policy.

• Equitable Access: We will strive to ensure that our solutions are accessible to a diverse range of users, including multilingual support to cater to all customer segments.

• Ethical Practices: We will not engage in any predatory, unfair, or coercive practices, and will ensure our AI agents do not either.

3.3 Grievance Redressal Mechanism

• Accessible Channel: We will provide a clear and accessible channel for customers to raise concerns, file complaints, or request to speak with a human representative at any point during their interaction.

• Prompt Resolution: All customer complaints will be handled promptly, efficiently, and courteously. We will establish a clear timeline for acknowledging and resolving issues.

• Feedback Integration: We will actively use customer feedback and complaint data to improve our AI agents and internal processes, reinforcing a culture of continuous improvement.

3.4 Data and Privacy

• Data Protection: We will adhere to a "privacy-by-design" approach, ensuring that data protection is a core consideration in the development and deployment of all AI solutions.

• Security: We will use robust security measures, including encryption and access controls, to safeguard customer data against unauthorized access or breaches.

• Data Minimization: We will only collect and retain data that is essential for delivering our services and meeting regulatory requirements.

4. Implementation and Governance

• Employee Training: All employees will receive mandatory training on this Fair Practice Code as part of their onboarding and on an annual basis.

• DPO Oversight: The Data Protection Officer (DPO) will be responsible for overseeing compliance with this policy, conducting regular audits, and addressing any potential violations.

• Continuous Review: This policy will be reviewed and updated annually to ensure it remains relevant and effective in an evolving technological and regulatory landscape.

5. Conclusion

Augmen.io is dedicated to being a trusted partner in the BFSI sector. By upholding this Fair Practice Code, we affirm our commitment to not only technological excellence but also to the ethical and responsible treatment of every customer we serve. Our success is built on the trust we earn, and this policy is our promise to maintain that trust in every interaction.