Recovery Agent Code of Conduct

This Code binds the Company's employees, LSPs, agencies, tele-callers, field personnel and lawyers performing recovery activity. Outsourcing does not reduce the Company's responsibility. Agencies may act only under a valid agreement, approved allocation and identity / authorisation process.

• identify themselves, name the Company and agency, and show official identity / authorisation on request;
• verify they are speaking with the borrower / authorised person before revealing loan information;
• communicate the outstanding amount, payment options and consequences accurately, without false legal claims;
• maintain dignity, privacy and confidentiality and use a language understood by the borrower;
• contact borrowers only during legally / regulatorily permitted and reasonable hours, unless a specific request or exceptional recorded circumstance applies;
• issue an authorised receipt for permitted cash recovery and ensure same-day account reflection where required;
• record visits, calls, promises, disputes and complaints accurately;
• refer hardship, dispute, fraud, deceased-borrower and vulnerable-customer cases to authorised Company teams.

• threats, intimidation, violence, abusive language, stalking or persistent harassment;
• public humiliation, disclosure to neighbours / employers / social-media contacts or unauthorised third parties;
• anonymous calls, spoofing, misleading caller identity or impersonating police, courts, advocates or government officials;
• contacting family / referees except for lawful location / contact assistance without disclosing debt details;
• collecting into personal, agency pool or unauthorised accounts;
• accepting gifts, side payments or negotiating unauthorised settlements;
• taking possession of assets or documents outside an approved legal and contractual process.

Before a recovery agent first contacts a borrower — or when the assigned agent changes — the Company will send the agent's name / particulars through registered SMS / email or another recorded channel. Payment will ordinarily flow directly to the Company's bank account; any permitted cash recovery will be promptly and fully credited.

Recovery complaints may be made at [INSERT CHANNEL]. Calls / visits may be monitored, sampled or audited. Breach may result in suspension, removal, clawback, termination, reporting to authorities and civil / criminal action. The Company will maintain training, due diligence, background checks and an approved agent list.