Collections conduct
Fair Practices Code
Our Debt Recovery Agents / Collections Field Team work only on written client authorisation and follow the lender's policies and applicable regulatory guidelines.
How our field team behaves
- Visits only for cases the client has authorised in writing
- Agents carry ID and the client's authorisation letter
- Polite, respectful language — no threats, intimidation or harassment
- No contact with third parties except as the client's policy allows
- Visits and calls only between 8:00 am and 7:00 pm
- Payments directed only to the client's approved channels
- No cash handling unless the client has specifically authorised it
- Borrower privacy protected; only required information collected
Training and supervision
Every agent is briefed on the client's script, code of conduct and escalation rules before deployment. Supervisors review visit records and outcomes, and any complaint triggers a review and, where needed, removal of the agent from the assignment.
Grievance redressal
If you have a concern about a visit by our team, contact our grievance desk at [email protected] or +91 96731 98867 (Mon–Sat, 9:00 am – 7:00 pm). Please share the case reference and visit date. We acknowledge within 2 working days and share the outcome with you and the authorising client.
Lenders: send a collections enquiry →