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Code of Conduct for Collections

BFL-AF: Code of Conduct

A Code of Conduct (COC) is a set of rules outlining the norms, rules and responsibilities or proper practices of an individual or an Organization.

Do’s

Contact customer(s) after 7 A.M and before 7 P.M, ordinarily at the place of his/her choice of residence or office.

Always respect the privacy of the customer.

Interact with customers in a most polite and civilized manner.

Always be appropriately dressed and well-groomed, when you meet a customer.

Maintain a reasonable distance from the customer.

Always give reasonable notice and assistance to resolve disputes if any.

Always follow proper surrender/repossession process given by the company.

  Online Payment by customers should be directed to BFL-AF

 

Don’t’s

  In any bereavement occasions in the family or other calamitous situations, making calls/ visits for  collecting dues should be avoided.

Strictly avoid any appearance which may suggest any criminal intimidation or threat or violence.

Do not make any unauthorized, verbal or written promise to customer & competitor.

Do not resort to any false, deceptive, or misleading representation.

Never represent yourself as any governmental or judicial authority.