Collection Agency Non Disclosure by wbd21056

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									            BHARAT SANCHAR NIGAM LIMITED
        ( A GOVERNMENT OF INDIA ENTERPRISE)




Appointment of Private Recovery Agents ( on commission
basis) for the pursuit and collection of BSNL‟s outstanding
Basic Telephone



                        T.R.A. SECTION
           O/o GENERALMANAGER TELECOM DISTRICT,
              CTO BLDG, HIRAPUR, DHANBAD-820061




Signature of the issuing Authority
(With Seal)




                                           Signature & Seal of the Bidder



                                     -1-
                             NOTICE INVITING LIMITED TENDER

No : DNB/TRC/Project_Kuber/2009-10                  Dated at Dhanbad the _04.09.2009_______

         The offers are invited from eligible Recovery Agency for appointment of Collection Agency in
BSNL Dhanbad on experimental basis for a period of one year which can be extended on the basis of
outcome of the implementation of the scheme. Collection agencies will work for realization of BSNL
dues over three months and upto two years old outstanding dues with value between Rs. 1000/- to Rs.
20000/- against closed connections of private customers of Basic telephones, WLL, Private Wire,
Circuits and CMTS(Mobile) Post Paid bills. the dues relating to Govt. department shall not be included
in this scheme.

       Following terms and conditions are given below :-
1.     Interested eligible Individuals/ Institutions are requested to collect the terms and conditions and
       the prescribed application/ BID Format from A.O.(TR), O/o the GMTD, CTO Bldg. Hirapur,
       Dhanbad-820061 .
2.     The terms and conditions and the prescribed application /BID Form can also be downloaded
       from our website www.jharkhand.bsnl.co.in The Bidder (using the internet downloaded
       format and those collecting bid form from A.O.(TR), O/o the GMTD, CTO Bldg. Hirapur,
       Dhanbad-820061 in person) are required to enclose the payment proof for EMD alongwith
       the tender document.

3.     The last date/time for submission of bids is …14th September,2009…………………………..
       details are available on our website www.jharkhand.bsnl.co.in

4.     Issue of BID Documents on all working days from 05.09.2009……… to 14.09.2009………….
       between 11:00 hrs to 16:00 hrs.

       Earnest Money Deposit (EMD)           -             Rs. 10000/- ( Rupees ten thousand only)
       Last date of Receipt of BIDS -               …………14.09.2009………………………
       Opening of BIDS                       -   14.09.2009…at …15=30 Hours……………………….

5.     Eligibility
       The following individuals/institutions having significant experience in the recovery of
       outstanding amount in telecom and banking sector shall be eligible for appointment as
       Collection Agency for realization of BSNL’s outstanding dues
           a) Debt Recovery Agent/Agency of the Telecom Service providers.
           b) Debt Recovery Agent/Agency of reputed Public Sector Banks/Financial Institutions.

6.     Documents to be attached
       Attested copies of the following documents must be submitted with the offer :-
       a) Experience certificate of working alongwith satisfactory certificate with other Telecom
          Operators/Public Sector Banks/Financial Institutions.
       b) List of staff working.
       c) Financial Strength-Solvency certificate from Banker for minimum 2 Lakhs.
       Documentary proof must be submitted

7      EMD(Earnest Money Deposit)
       The bidder has to deposit a sum of Rs. 10,000/- (Rupees Ten thousand only) as earnest money
       with the offer in the form of DD drawn in any nationalized banks at Dhanbad in favour of
       “Accounts Officer(Cash), O/o the GMTD, BSNL, Dhanbad” payable at Dhanbad. EMD can
       also be deposited in cash with AO(Cash), BSNL Dhanbad and receipt to be attached. EMD is
       liable to be forfeited in case of successful bidder fails to sign Agreement within seven days of
       being asked to do so.
                                                  -2-
8    Geographical Area of Work
     SSA has been divided in three areas, which are given as below :-
     a) Exchanges within Dhanbad Urban                   - A-1
     b) Exchanges within Bokaro Urban                    - A- 2
     c) Exchanges within Dhanbad & Bokaro – Rural - A- 3

     Further these areas have been divided into three Age Group of outstanding as below:-
     B1     - Outstanding dues falling under 3 months to 6 months old
     B2     - Outstanding dues falling under 6 months to 12 months old
     B3     - Outstanding dues falling under 12 months to 24 months old

     Thus there are nine areas of operation in the Dhanbad SSA.

9    Commission
     The upper cap for commission payable to Collection Agency shall be 30(thirty) percent within
     which the bidder may offer the rate of commission to be charged by him for realization of BSNL
     dues stated above.

10   Mode of Realisation
     Collection Agency shall be authorized to collect payments through an Account Payee crossed
     cheque or DD only drawn in favour of “ Accounts Officer(Cash), O/o the GMTD, BSNL
     Dhanbad”. Payment shall not in any case be collected by the appointed agency in cash.

11   Payment of Commission to Recovery agents/ Agencies
     The claim for the commission due to the agent/ agency on the basis of approved rates may be
     preferred by him to the Head of the SSA on monthly basis. The payment of the commission due
     will, however, be worked out on actual collection made ( after realization of the cheque / DD)
     by the SSA and realized within 15 days after the receipt of the claim. The payment should be
     realized subject to deduction of income tax at source, at applicable rates and through RTGS

12   Terms and conditions
        (I)   The Recovery Agent/ Agency shall be held personally responsible for any damage
              caused to the customer while pursuing the recovery of dues. BSNL shall not be party
              to such disputes.
        (II)  The Security Deposit shall get forfeited and contract cancelled for any act of high
              handedness of the Agent/ Agency towards the customer which brings bad name to
              the company (BSNL) also for violation of any terms and conditions of the contract.
        (III) All appointed agencies shall perform their duties as per TRAI guidelines and the
              guidelines of BSNL.
        (IV) Any serous complaint against an Agent/ Agency that is substantiated shall result in
              immediate cancellation of the contract, including black listing of Agents/ Agency for
              future business with BSNL and forfeiture of the security deposit.
        (V)   BSNL shall be free to take any action (including legal recourse) as deemed fit against
              the Agent/ Agency for its failure to follow the terms and conditions of the contract.
        (VI) The Recovery Agent / Agency shall work under the control of officer-in-charge of
              the outstanding pursuit cell in the SSA.

     Information regarding profile and rate of commission may be given in the format enclosed
     herewith for each bucket of age group of dues and area concerned.


                                                                                       AO (TR)
                                                                   Bharat Sanchar Nigam Limited
                                                                            O/o GMTD Dhanbad
                                               -3-
                                                ANNEXURE “A”
COMMERCIAL TERMS:

1. Security Deposit

   a. Security Deposit : The Collection agency shall pay a deposit of Rs 20,000/-
      (Rs Twenty thousand only) towards security deposit, either in cash or in the form of Bank
      Guarantee/NSC pledged to the Head of SSA, before the contract is entered into.
   b. Interest: No interest would be payable on the security deposit.

2. Commission:

       i) BSNL shall pay a commission at the rate mentioned below on the amount collected by COLLECTION
          AGENCY during the allocation period including the amount directly deposited in BSNL’s office by the
          defaulting customers, after allocation of their accounts to Collection Agency.

                                      Name of Collection Agency
                                                                               RATE
           AREA (i.e. Dhanbad, Bokaro, Rural.                             (As per approved
           etc)                                         BUCKET                  bid)
           1
           2

       ii) Additional incentives as follows shall be given for achieving specific targets in respect of each portfolio
            of outstanding account:

           Recovery of outstanding made by                       Additional incentives
                      the Agent/Agency
               (as % of portfolio allocated)
          Upto 20%                                                          Nil
          > 20% up to 30%                                                   3%
          > 30% up to 40%                                                   5%
          More than 40%                                                     7%
          To be eligible for additional incentive, the recovery of outstanding dues should be made in a period of
          one month (30 days), from the date of receiving the list of outstanding against the allotted portfolio.


       iii) These rates are exclusive of Service Tax, which will be over and above the above rates and shall be
            remitted by the Collection Agency to Service Tax Authorities after realization of the same from BSNL
            along with commission due and admissible.

       iv) Performance of Collection Agency will be considered non-satisfactory if its’
           percentage of collection is less than 30% of percentage collection by other
           Agent’s/Agency’s performing best in that age bucket. i.e., if the top performing
           Agent/Agency collects 15% of outstanding in the prescribed time duration, any
           Agent/Agency with collection below 4.5% of outstanding will be considered having
           non-satisfactory performance and shall be dealt with as per para 2.4.6 of Circular
           No. 2-11/2009-BSNL/TR dated 09-07-2009.

       v) Besides the above, all other terms and conditions relating to engaging of Collection Agency for
          recovery of outstanding dues of BSNL under the scheme, shall be as per the detailed guidelines
          prescribed vide circular No. 2-11/2009-BSNL/TR dated 09-07-2009 read with
          amendment dated 13-07-2009, which shall form part of the Agreement..
                                                        -4-
                                      ANNEXURE „B‟
                         Code of Conduct of Collection Agencies

The Collection Agencies and their employees will behave like ambassadors of the Company.
They are committed to supply services of the highest quality standards to ensure Customer
satisfaction. All the practices adopted for follow up and recovery of dues and repossession of
the Company assets, if any, will be in consonance with all applicable laws and regulations.

1.         General Guidelines
     (i)     The Customer shall be contacted ordinarily at the contact number & the place of
             his/her choice (Billing address, as specified to BSNL) and in the absence of any
             specified place, at the place of his/her residence and if unavailable at his/her
             residence at the place of his/ her business/occupation.
     (ii)    Identity and authority of the Collection Agency to do the follow up and recovery of
             dues on behalf of the company shall be made known to the Customer at the first
             instance.
     (iii)   Customer will normally be contacted, by way of telephone call or in person, between
             08.00 hrs and 21.00 hrs, unless the special circumstance of the Customer’s
             business or occupation if advised by the Customer requires the Company to contact
             at a different time.
     (iv)    Customer’s requests to avoid calls at a particular time or at a particular place shall
             be honored.
     (v)     If the Customer claims to have already paid the bills, the Agent will politely request
             the Customer to provide the evidence of such payment
     (vi)    The Collection Agency will document the efforts made for the recovery of dues.
     (vii) Inappropriate days/occasions such as bereavement in the family or such other
             calamitous occasions’, will be avoided for collection.
     (viii) The Collection Agency shall not under any circumstances make use of slang or of
             any form of inappropriate language & shall be sincere, polite yet firm in all their
             interactions with the Customer.
     (ix)    The Collection Agency shall cooperate with the law enforcement agencies, as and
             when required.

2.      Standards Compliance:
        The Collection Agency’s employee/s shall conduct themselves while undertaking
        collection of the outstanding dues, as per the laws of the country and as per the Code
        of conduct for Collection Agency and agents.

3.      Fraudulent Practices:
        Collection Agency and / or its staff shall be polite towards the Customer so as to avoid
        allegations of bad behavior. Fraudulent practices adopted by Collection Agency and / or
        their staff will lead to immediate termination of the contract, banning of the Agency,
        imposition of penalty clause as per agreement, besides prosecution and police
        complaints against the concerned Agency/employee/s of the Agency.

4.      Professional Ethics:
        Collection Agency shall be responsible to ensure that the principals, managers, and
        staff of the collection Agency are aware and adhere to the provisions of the Non-
        Disclosure requirement contained in the Collection Agency Agreement.
        The employees of the Collection Agency shall have a minimum qualification of high
        School graduation. The employees will be neat and clean in his/ her appearance.


                                                                                 page 4/6
                                                -5-
                                        ANNEXURE – ‘ C’

                                 Profile of Recovery Agent/Agency
1.     Name of the Agency              ……………………………………………………………..

2.     Address                         …………………………………………………………….

3.     Experience of collection dues
       (i) Of Telecom Companies

Name of the         Collection Agent for the    Amount handed   Amount      %age of
Telecom             Telecom Company             over for        actually    collections to
Company                                         collections     collected   amount
                                                                            handed over
                                                                            for collections
                    Period for       No. of
                    which            months/
                    worked           Years




       (ii) Of Public Sector Banks/Financial Institutions :

Name of the         Collection Agent for the    Amount handed   Amount      %age of
Bank/Financial      Bank/Financial              over for        actually    collections to
Institution         Institution                 collections     collected   amount
                                                                            handed over
                                                                            for collections
                    Period for       No. of
                    which            months/
                    worked           Years




4.     Manpower engaged for
       Telecom Bills Collections       ……………………………………………
       Back Office                     ……………………………………………
       Field                           ……………………………………………

5.     Arrangement for BSNL Work

       Staff                          ……………………………………………
       No. of Cases                   ……………………………………………
       Lead time for starting collection work……………………………………

SEAL
DATE
                                                                        Signature …………………….
                                                  Name of the Authorised Signatory…………………….

                                                  -6-
                                    ANNEXURE – ‘ D’
                 Price / Rate Quotation for Collection of Outstanding dues
Name of Agency ……………………………………………………………………………………

Area for         Buckets            Age of        Outstanding      No. of     Value(In    Rate of
which                               Outstanding   for the period   Accounts   Lacs of     Commissi
Commission                                                                    Rupees)     on (In
rate is quoted                                                                            %age
                                                                                          terms)
      1                  2                3             4                5            6       7
A-1 (Dhanbad     Bucket -1(B-1)     > 3 months    01/01/09 to      548        20.23
Urban)                              upto 6        31/03/09
                                    months old
A-1 (Dhanbad     Bucket-2 (B-2)     > 6 months    01/07/08 to      1166       35.14
Urban)                              upto 12       31/12/08
                                    months old
A-1 (Dhanbad     Bucket-3(B-3)      >12 months    01/07/07 to      996        28.88
Urban)                              upto 24       30/06/08
                                    months old
A-2 (Bokaro      Bucket -1(B-1)     > 3 months    01/01/09 to      553        24.20
Urban)                              upto 6        31/03/09
                                    months old
A-2 (Bokaro      Bucket -2(B-2)     > 6 months    01/07/08 to      491        11.81
Urban)                              upto 12       31/12/08
                                    months old
A-2 (Bokaro      Bucket-3(B-3)      >12 months    01/07/07 to      326        7.29
Urban                               upto 24       30/06/08
                                    months old
A-3 (Dhanbad     Bucket -1(B-1)     > 3 months    01/01/09 to      315        11.17
& Bokaro -                          upto 6        31/03/09
Rural)                              months old
A-3 (Dhanbad     Bucket -2(B-2)     > 6 months    01/07/08 to      274        6.62
& Bokaro -                          upto 12       31/12/08
Rural))                             months old
A-3 (Dhanbad     Bucket -2(B-2)     > 6 months    01/07/07 to      162        3.02
& Bokaro -                          upto 12       30/06/08
Rural))                             months old

  The following charges shall be extra

    1.      Service Tax
    2.      Education Cess
    3.      Higher Education Cess

SEAL
DATE
                                                                       Signature …………………….
                                             Name of the Authorised Signatory…………………….


Note : (1) No. of Bills and value may differ slightly due to interim payments received from time to
       time.

                                                  -7-
-8-

								
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