It is our constant endeavor to respect and care for the customer by maintaining confidentiality, providing high-quality service, and ensuring the highest levels of professionalism.
To ensure that it is understood by all, within the collection team, employee or otherwise, the following code of conduct is to be adopted by the organization and its authorized representatives:
- The customer would be contacted ordinarily at their place of choice. If unavailable, contact will be made at their residence or business place.
- Identity and authority of representatives will be made known to borrowers at the first instance.
- We respect the privacy of our borrowers.
- All communication will be in simple business language with civil manners.
- Representatives will contact borrowers between 08:00 and 19:00 hours unless circumstances require otherwise.
- Requests to avoid calls at specific locations will be honored as much as possible.
- Efforts for dues recovery will be documented, including communication records.
- Assistance will be given to resolve disputes in an orderly and acceptable manner.
- Calls or visits for dues collection will be avoided during inappropriate occasions like bereavement.
- Collection will be based on courtesy, fair treatment, and persuasion without harassment or force.
- Agents will dress formally and interact in a polite, civilized manner.
- The customer will be provided with relevant information regarding outstanding dues.