Adhikrut Jabti Evam Vasuli - Change and be ready before time changes

Model Code for Collection of Dues and Repossession of Security

Preamble

Model Code for Collection of Dues and Repossession of Security (CDRS code), is a non-statutory code issued on voluntary basis and is commended to our organization for adoption and implementation.

Applicability

This code will apply to our organization with or without modifications and a declaration is made to that effect.

Contents

Introduction

Our Office of Adhikrut Jabti Evam Vasuli is committed to Following fair practices especially with regard to collection of dues and repossession of security.
Fostering customer confidence and long-term relationship

Dues Collection Policy Statement

Dignity and Respect to customers is our Debt Collection Policy and we do not follow policies that are unduly coercive in collection of dues.
Our Office of Adhikrut Jabti Evam Vasuli's dues-collection policy is built on courtesy, fair-treatment and persuasion.

Security Repossession Policy Statement

Our Security Repossession Policy aims at recovery of dues in the event of default and is not aimed at whimsical deprivation of the property.
The Policy recognizes fairness and transparency in repossession, valuation and realization of security.

General Guidelines

All the members of the staff or any person authorized to represent our Office of Adhikrut Jabti Evam Vasuli in dues collection or/and security repossession would follow the guidelines set out below:

Customer would be contacted ordinarily at the place of his choice and in the absence of any specified place at the place his residence in the case of retail customers and in the place of business or residence as the case may be in the case of other customers.
Identity and authority to represent would be made known to the customer at the first instance
Customer privacy would be respected
Interaction with the customer would be in acceptable business language
Customer calling time would be between 0700 hrs and 1900 hrs, unless the special circumstances of the borrower's business or occupation demands otherwise.
Customer requests to avoid calls at a particular time or at a particular place would be honored as far as possible.
Time and number of Calls and contents of conversation would be documented.
Customer would be provided with all the information regarding dues and necessary notice would be given for enabling discharge of dues.
Reasonable notice would be given before repossession of security and its realization
All assistance would be given to resolve disputes or differences in a mutually acceptable and in an ordinary manner, if any as regards dues.
During visits to customers' place for dues collection, decency and decorum would be maintained.
Inappropriate occasions such as bereavement in the family or such other calamitous occasions would be avoided for making calls/visits to collect dues
Demeanor that would suggest criminal intimidation or threat of violence would be scrupulously avoided.

Grievance Redressal

Our Office of Adhikrut Jabti Evam Vasuli would have a Grievance Redressal Cell/Department/Centre within or outside the organization.
Our Office of Adhikrut Jabti Evam Vasuli would make available all the details, namely;
-Where a complaint can be made
-How a complaint should be made
-When to expect a reply
-Whom to approach for Redressal of grievance etc.,
Response to a complaint whether positive or negative or requiring more time for Redressal would be given within a maximum period of four weeks from the date of complaint, unless the nature of complaint is such that requires verification voluminous facts and figures.