BHARAT SANCHAR NIGAM LIMITED
(A Govt.of India Enterprise)
O/o General Manager Telecom District
EOI REF.NO CAO (TR)/Kuber/EOI/09-10/3 Dated at Bhilwara the 19-08-09.
EXPRESSION OF INTEREST FOR APPOINTMENT OF COLLECTION
AGENCIES FOR COLLECTION OF OLD OUTSTANDING DUES AGAINST
CLOSED CONNECTIONS OF PRIVATE CUSTOMERS OF BSNL BELONGING
TO BASIC TELEPHONES, WLL AND CMTS (POSTPAID) CATEGORIES
1. EXPRESSION OF INTEREST:
GMTD, Bhilwara, invites EXPRESSION OF INTEREST from reputed Recovery
Agent having sufficient experience in the recovery of Outstanding Amounts in Telecom and
Banking sectors (i.e. with experience of Debt Recovery for other Telecom Service providers
and/or of reputed Public Sectors Banks/Financial Institutions) for collection of Old
Outstanding Amounts against closed connections of Private customers of Basic Telephones,
WLL and CMTS(Postpaid) of BSNL.
2. OBJECTIVES OF EOI:
The EOI is issued for the purpose for empanelment and appointment of suitable
Recovery Agents for collection of Old Outstanding Dues in entire SSA
3. SCOPE OF WORK:
BSNL intends to engage reputed collection agents for collection of outstanding
amounts with ageing between 3 months to 2 years. The amounts shall be segregated area wise
into various portfolios, based on age of outstanding 3 to 6 months -Bucket 1 (to be known as
B 1), 6 months to 12 months – Bucket 2 (to be known as B 2) and 1 year to 2 years – Bucket
3 (to be known as B 3) and geography. Eligible Recovery Agent/Agency should be allowed
to bid for various portfolios of outstanding accounts. The eligibility of the prospective
collection agencies shall be examined at SSA level and the rates payable for various
portfolios shall be subsequently finalized which shall remain unchanged during entire
period of contract period.
Every month, there will be new outstanding cases generated that exceed more than 3
months in age. Such cases should also be passed onto Agent/Agency that has been allocated
the 3-6 month bucket. In effect Agent/Agency working on the B1 bucket (3-6 months) will
get more accounts added every month.
This OS amounts will be segregated bucket wise. The appointment of Private
Recovery Agent/Agency, which at present will be for a maximum period of one year, shall be
finalized by SSA head. Segmentation of outstanding amounts or classification of buckets as
done / marked at the time of bidding will remain unchanged during the entire period of
contract and commission also would be payable as per initial classification done at the time
of bidding only.
Recovery of OS accounts with gross OS between Rs. 1000 to Rs 20000 shall be
covered under this scheme.
Further details on the scope of work are given at Para 10 to 18.
4. SCHEDULE OF EOI PROCESS:
The appointment shall be finalized in two stages. In the first stage eligible agencies
shall be identified. In the second stage the financial bids shall be obtained from the eligible
agencies and evaluated.
Address for communication/submission IFA O/O GMTD, Bhilwara
Of EOIs documents in sealed cover
Date of Issue of EOI 19-08-09
Last Date & Time for submission of 28-08-09- 15.30 hrs.
EOI (for eligibility): Documents
substantiating eligibility is to be
submitted, together with Annexure B in
tender box placed at the chamber of
CAO(TRA) O/o G.M.T.D. Bhilwara
Date & Time of Opening of EOI 28-08-09 – 16.00 Hrs.
Last Date & Time for submission of 08-09-09 – 15.00 hrs.
Financial bid in Annexure “C”
Date & Time of Opening of Financial bid 08-09-09 – 16.00 hrs..
Contact officer Shri Faiyaz Mohd. CAO (TR)
Contact No. 01482 236690 / 234666 (O)
5. BIDDER’S QUALIFICATION (ELIGIBILITY):
The documentary evidence of the Bidder‟s qualification to perform the contract shall
establish to the BSNL‟s satisfaction that :
i. The following individuals/institutions having significant experience in the
recovery of Outstanding Amount in Telecom , Banking/Insurance shall be eligible
for appointment as Private Recovery Agent / Agencies for realization of BSNL‟s
a)Debt Recovery Agent/Agency of other Telecom Service Provider
b)Debt Recovery Agent/Agency of reputed Public Sector Banks/Financial
ii. The Bidder must be preferably registered to do business and possesses a suitable
trade license for the said works. In case of a company, the registration documents
must be submitted. For partnership firm or otherwise requisite papers may be
submitted. The bidders must have registration for PAN, Service Tax etc as per
iii. The agencies must be in operation for 2 years and must be engaged in similar
collection work for at least one year. Certificates from banks/ other Telecom
operators may be submitted indicating the length of engagement, period and
amounts entrusted / collected.
iv. Bidder‟s should furnish the papers to substantiate their credentials and eligibility
(a) Minimum establishment of 5 persons is mandatory. Undertaking may be
submitted by the bidder to this effect.
(b) Turnover of Rs. 1 lakh in any one of the preceding two financial years.
Experience details of working in Rajasthan state may be submitted.
(c) The Bidder in their Company‟s letterhead shall provide undertaking to the
effect that the Company has not been Black listed by any Government,
Government Agency/Banks/Financial Institutions in India in the past.
(d) Bids incomplete in any manner may be rejected.
6. SUBMISSION OF EOI AND ITS VALIDITY:
The EOI in sealed covers should be submitted within date and time as mentioned in
Clause 4. Validity of the EOI should be 150 (one hundred fifty) days from the date of
opening of the EOI.
7. EVALUATION AND SHORTLISTING:
(a) GMTD, Bhilwara, will make a preliminary examination of the EOI to determine the
eligibility of the prospective Recovery Agents as per BSNL‟s requirements. Decision
of GMTD, Bhilwara, in this regard shall be final. The financial bid will be obtained
from the eligible bidders after short listing. The format of financial bid in Annexure
“C‟ will be provided by the nodal officer of the EOI.
(b) The financial bid shall be evaluated as follows.
(i) For each portfolio of accounts the Agent/Agency with the lowest bid shall be selected.
(ii) No Agent/Agency shall generally be allocated more than 2000 accounts for the whole
(iii) In case, the Agent/Agency with the lowest bid is unable to take on the contract for
any reason, then the Agent/Agency with the second lowest bid shall be invited to take
over the portfolio of outstanding accounts but at the rate bid by the lowest
8. AMENDMENTS OF EOI:
GMTD, Bhilwara, reserves the right to amend any or all of the clauses in the EOI and
Annexure to this EOI, if any, including amendments in the schedule, at its sole discretion.
GMTD, Bhilwara, reserves the right to accept any EOI and to reject any or all EOIs without
assigning any reason. GMTD, Bhilwara, or any officer there of shall not be liable for any
costs incurred by any agency in preparation and submission of information in response to this
9. SUBMISSION OF FINANCIAL BID, EARNEST MONEY AND SECURITY
Financial bids shall be obtained from Eligible Bidders in the proforma at Annexure
C. The specific proforma will be circulated to the Eligible Bidders after preliminary
evaluation of eligibility.
The rate of commission may not be accepted above the rate mentioned below:-
Bucket Period of outstanding Maximum Rate of commission
Bucket -1 >3 month up to 6 months old 20%
Bucket-2 >6 months up to 12 months old 23%
Bucket-3 >12 month up to 24 month old 30%
The prospective bidders will have to deposit an Earnest Money of Rs.10,000/-(Rs.
Ten thousand only) either in cash or Demand Draft in the name of " AO Cash, BSNL, O/o
GMTD Bhilwara. The EMD is liable to be forfeited in case a successful bidder fails to sign
the contract within stipulated time. The Agent/Agency allocated the work, shall be liable to
deposit an amount of Rs.20,000/-(Rs. Twenty thousand only)as non-interest bearing Security
Deposit for proper fulfillment of the Contract either in Cash or in the form of Bank
Guarantee/NSC pledged to the Head of SSA. EMD of such agent will be refunded on receipt
of the Security Deposit. The Bank guarantee should be valid for a period of three months
beyond the period of contract and may be extended, if required. For unsuccessful bidders the
Earnest Money Deposit will be returned.
Demand draft or cash receipt as the case may be for the EMD has to be furnished in a
separate cover while submitting the Financial Bid. Financial bid of those agents/agency will
be opened who has furnished the EMD.
10. PAYMENT OF COMMISSION TO THE RECOVERY AGENT/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 SSA on monthly basis. The payment of the
commission due will, however, be worked out on actual collections made (after realization of
Cheques / DD) by the SSA and released within 15 days after the receipt of the claim. The
payment would be released subject to deduction of Income Tax at source at applicable rates,
and only through an Account Payee Cheque.
For each portfolio of outstanding accounts, additional Incentives can be provided to
the Recovery Agent/Agency for achieving specific targets as follows:
Recovery of outstanding Made by the Agent/Agency Additional
(as % of portfolio allocated) Incentive
Upto 20% NIL
>20% up to 30% 3%
> 30% upto 40% 5%
More than 40% 7%
To be eligible for the additional incentive, the recovery of outstanding dues should have been
made in a period of one month (30 days) from the date of receiving the list of outstanding
against the allotted portfolio by the Selected Agent/Agency.
11. REMITTANCE OF SUMS COLLECTED BY THE AGENCIES &
PERIODICAL REVIEW AND RE-ALLOTMENT OF WORK
The work shall be reviewed every week by the BSNL team in BHILWARA SSA. The
recovery Agent/Agency shall act immediately after the work is awarded to him/it and try to
get the collections in respect of the allotted outstanding TR dues, realised from the very first
month of the contract. The Recovery Agent/Agency shall provide a daily collection report to
the designated person at the SSA by email in soft copy. This should include the details like
Telephone Number, Subscriber's name and address, amount of bill (s) collected, Date of bill
(s), Cheque/DD No. & date and amount of Cheque.
Besides supplying the collection details in soft copy, the Agent/Agency will deposit
the payment/s collected by them through cheques/ DDs with CSCs/AO (Cash) of the SSA
concerned under a covering list (Telephone Revenue Collection list) containing the details
like Telephone Number, Subscriber's name and address, amount of bill (s) collected, Date of
bill (s), Cheque/DD No. & date and amount of Cheque. This has to be done on a daily basis.
Outstation cheques/ DDs may also be accepted, and their clearing expenses shall be borne by
The contract will be terminated at the discretion of SSA Head if the performance in a
month found to be non-satisfactory and fall below desirable level. An agent‟s/Agency‟s
performance will be considered non-satisfactory if their 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 time duration, any
Agent/Agency with collection below 4.5% of outstanding will be considered having non-
satisfactory performance. This Agent/Agency will be given a warning in writing and asked to
improve performance. If performance is not improved within a month, BSNL can replace
such collection Agent/Agency after serving a notice for termination of contract.
The agents shall issue pre-numbered receipts to customers making payment in the
FORMAT OF RECEIPT TO BE ISSUED TO CUSTOMERS ON
RECEIPT OF CHEQUE, BY THE AGENCIES
Received with thanks from Shri/ Smt./ M/s.--------------------' holder of closed telephone
number -……………..the cheque /Demand Draft Number………………………….dated
………………….for Rs…………………… ( Rupees
………………………………………… ……………………………… only) on account of
payment of outstanding dues of BSNL against Tel No ___________. The formal receipt will
be issued by BSNL in due course.
Signature and Name of Agent/Agency
12. OTHER GENERAL AND OPERATING CONDITIONS
The Recovery Agent/Agency shall be issued an appropriate Identity Card and also an
Authorization letter by the SSA. The Agent/Agency should display the Identity Card before
entering any (ex-) customer's premises. The Authorization Letter should mention prominently
that the Agent/Agency is authorized to collect the outstanding dues of BSNL only by cheque
and not in cash.
If customer insists for cash payment, it may be made at BSNL counter only. The
Agent/Agency shall be authorized to collect payment through an Account Payee crossed
cheque or DD only drawn in favour of " AO Cash, BSNL, O/o GMTD Bhilwara. Payment
shall not in any case be collected by the Agent /Agency in cash. For payments of CDMA
based WLL connections, the cheques shall be drawn in same name, however for CMTS
payments cheques shall be drawn in favour of " AO CMTS, BSNL O/o GMTD Bhilwara.
The CSCs/AO (Cash), BSNL will credit the collections made by the Agent/Agency as
mentioned above, into the accounts immediately. A receipt in Form Eng. 9 shall be made out
for each payment of the telephone bill collected by the Agent/Agency. SSAs will send the
formal payment receipt (prepared as above) to the ex-customer (s) either by ordinary post or
through the Agent/Agency, as considered economical and expedient by the Head of the SSA.
In the latter case, the Eng.9 receipts shall be handed over to the Agent/Agency (under proper
receipt) for delivery to the (ex-) customers
During the course of interaction with the customers, the Agent/Agency may come
across cases where the customers have already paid the bills and TRAO records show them
as "outstanding". In such cases the Agent/Agency will politely request the customers to
provide suitable evidence of payment (e.g. a photocopy of the entry in his/her Bank Pass
Book or of a receipt issued by the office where paid) along with a copy of the paid bill. The
Recovery Agent/Agency shall furnish the details of such cases to the concerned AO (TR)
separately, indicating the Telephone No., Customer's name & address, Date & amount of bill,
Particulars of payment (office, date and amount paid). No separate commission will be
admissible to the Agent/Agency on this account.
The SSAs will provide the Recovery Agents/Agencies on a daily basis a list of
customers that have paid the outstanding dues to BSNL at the CSCs or with AO (Cash). This
is to ensure that customers who directly make payments at the CSCs or with AO (Cash) are
not contacted by the Agents/Agencies again after receipt of payment of outstanding dues. The
Recovery Agent/Agency to whom such accounts were allocated will, however, receive due
commission for such payments also.
The Recovery agent / agency shall be held personally responsible for any damage
caused to the customer while pursuing recovery of dues. BSNL shall not be a party to such
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) and also for violation of any terms and conditions of the contract. All
appointed agencies shall perform their duties as per TRAI guidelines and the guidelines of
Any serious complaint against an agent/agency that is substantiated shall result in
immediate cancellation of the contract including black listing of the agent/agency for future
business with BSNL and forfeiture of the security deposit. 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.
The recovery agent/ agency shall work under the control of officer-in-charge of the
Outstanding Pursuit Cell in the SSA.
13. FORMATS AND SIGNING OF BIDS
The original EOI shall be typed and signed by the Bidder or a person or persons duly
authorised to bind the Bidder to the contract. The person or persons signing the EOI shall
initial all pages of the offer. The EOI documents submitted without signature and seal will be
summarily rejected. Any inter-lineation, erasures, or overwriting shall be valid only if the
person(s) signing the EOI initial(s) them. During evaluation of the EOI, BSNL may, at its
discretion, ask the Bidder for any clarification on its EOI. Similarly, the bidder may also seek
clarification, which shall be in writing and should be raised within a maximum of one week
from the date of this EOI and reply from BSNL will be furnished within 3 days.
14. NON-DISCLOSURE AGREEMENT & CODE OF CONDUCT: The successful
agencies shall need to furnish an undertaking for non-disclosure of data handed over to them
by BSNL, in any manner whatsoever. The bidders shall also indemnify BSNL against any
losses that may arise by way of entrusting the work to them. The agencies are to follow a
strict code of conduct as is given in Annexure D. The staffs of the agencies are to carry
BSNL provided authorization letter and suitable card for identification at all times.
15. TERMINATION OF CONTRACT: The contract can be terminated by written
notice from either side in a period of 1 week. However, during the currency of contract all
parties shall discharge their due obligations. BSNL reserves the right to cancel the contract
due to non-performance of the agency under the contract and/or for not abiding to the code of
16. FORCE MAJEURE: Neither party shall be liable in damages or have the right to
terminate this Agreement for any delay or default in performing hereunder if such delay or
default is caused by conditions beyond its control including, but not limited to Acts of God,
Government restrictions, wars, insurrections and/or any other cause beyond the reasonable
control of the party whose performance is affected.
17. ARBITRATION: In the event of any dispute or difference arising under the contract
or in connection therewith (except as to the matter the decision to which is specifically
provided under the contract), the same shall be referred to the Sole Arbitrator of the CGMT
Rajasthan Telecom Circle , Jaipur.
18. LEGAL JURISDICTION: Any dispute arising under the contract shall be subject to
the jurisdiction of the competent court at the place from where EOI / Work Order has been
Annexure D: CODE OF CONDUCT
This code of conduct is applicable to all outsourced Collection agents, All subscribers irrespective of
their payment pattern, religion, caste, profession or social standing must be treated with respect, dignity,
courtesy and fairness during collection efforts. The following are to be observed in general and particular.
a. No written or verbal threats, abuse or rudeness is permitted under all circumstances. The agent may
refer the customer to management or end the interaction if the subscriber becomes abusive. The
subscriber should be informed prior to termination of such calls and BSNL reported about it.
b. No arms to be carried during collections process nor physical Violence or intimidation to be used for
c. At the time of calling / contacting the customer, agent must convey the complete details such as name
of the contacting person, name of the collection agency along with contact no. if asked for by the
subscriber and name of service provider – BSNL
d. Field agents need to carry identification cards issued by collection agency prominently displayed
during visits to the customer along with authorization letter from BSNL issued to the agency. ID card
should contain all relevant contact details, should the customer decides to speak to supervisors/ BSNL.
The agents shall not misrepresent themselves in any manner. Unfair means of any sort shall is
e. No false commitment or misrepresentation to be made on behalf of BSNL.
f. No harassment is to be caused to the subscriber or his Family members.
g. Customer contact must normally be limited from 0800 hrs to 2100 hrs and conversation be terminated
in all circumstances where the customer may not be in a position to speak. Customer contact beyond
prescribed time lines may be made if customer has agreed to the same.
h. Customer‟s billing and outstanding details are not to be shared with any third party under any
i. If the customer is not available, message may be left for the customer with an adult family member.
The aim of the message should be to get the customer to return the call.
j. The agent shall not accept any gift or bribe from the customers.
k. During visit to the residence of the customer following should be kept in mind:
• Not to enter the residence against the wishes of residents when told that the customer is not
• Not to restrict customer‟s movement or try to restrain him from entering or leaving.
• Not to remain in customer‟s residence in case he is leaving for any reason.
• Not to embarrass the customer in front of neighbour.
• Not to visit the customer‟s residence in case he has suffered bereavement or a family
member is gravely ill or if there is a social engagement in progress.
• In case of non availability of customer with only minors or elderly present at the time of
visit, the agent should end the visit leaving his contact details for call back by the customer.
Not to enter the house or wait for the customer in the residence unless specifically asked to do
so by family member
l. Use of tobacco, chewing gum, cigarettes, etc while interacting with the customer is to be avoided.
Agents shall also not visit customer in drunken state.
m. In case the customer claims having made the payment, politely ask for evidence of same.
n. Whenever the customer has disputed the bill / outstanding dues and such dispute/appeal/complaint is
pending for redresses by the nodal officer or appellate authority, no follow up would be done till the
final decision for the same has been communicated by BSNL
o. All legal actions, including legal notices for recovery of dues will be initiated by BSNL only.
p. The outsourced agency will not make multiple point of contact with a defaulting consumer at a time
through its different employees.
q. The collection agency / agent shall use only authorized pre numbered receipt in formats approved by
Annexure – A-
Profile of the SSA & number of Accounts
S. Name of Zone Name of Approximate amount of outstanding / in private
No. SDCA category with 3 months to Two years ageing
No. of Amt in Nodal Telephone
A/Cs (000) Officer of the Numbers
1 „A‟ Bhilwara 1374 3153 CAO (TR)
Bhilwara O/o GMTD,
Urban BSNL Nehru
2 „B‟ Asind 134 249 Road 01482-
Bhilwara Banera 82 168 Bhilwara- 236690 /
Rural Gulabpura 141 326 311001 234666 (O)
Gangapur 254 497
Jahazpur 135 298
Kotri 117 206
Mandal 219 391
Mandalgarh 210 444
Shahpura 94 191
Total of B 1386 2765
NB:- The outstanding of CDMA (WLL) and GSM ( Post paid Mobile) is approximately
30 % of the above outstanding.
Profile of Recovery Agent/ Agency
1. Name of the Agency………………………………………………………
3. Experience of collection of dues:
(i) Of Telecom Companies:
Name of Collection agent for Amount Amount %age of
Telecom the Telecom company handed over for actually collections to
Company collections collected amount handed
Period for No. of over for
which months/ collections
(ii) Of Public Sector Banks/Financial institutions:
Name of Collection agent for Amount Amount %age of
Bank/ the Bank/ Financial handed over for actually collections to
Financial Institution collections collected amount handed
Institution over for
Period for No. of collections
4. Manpower engaged for
Collection work presently:………………………………………….
5. Arrangement proposed for BSNL work:
No. of Cases:…………………………………………………….
Lead time for starting collection work:…………………………
Name of Authorised
Price / Rate quotation For Collection of Outstanding dues
Name of Agency:…………………………………………………..
Area Buckets Age of Estimated O/S Estimated No. Rate of
for outstanding to be handed of accounts commission in
which (Please see over during (Customers) to % age terms to
com. note 03 one year. be handed over be quoted by
Rate is below) (Please see during one year. bidder (Please
see para 9 of
quoted note 1& 2 (Please see note
below) 1 & 2 below)
Zone Bucket -1(B-1) >3 months
A up to 6
Bucket -2(B-2) >6 months
up to 12
Bucket -3(B-3) >12
Zone Bucket -1(B-1) >3 months
B up to 6
Bucket -2(B-2) >6 months
up to 12
Bucket -3(B-3) >12
The following charges shall be extra:
1. Service Tax.
2. Education Cess
3. Higher Education Cess etc.
Name of Authorised
Note: 1) No. of bills and value may differ slightly due to interim payments received from
time to time.
2) No. of cases in Bucket one would be swelling every month due to likely addition
of new cases.
3) Classification of buckets or age of outstanding would remain unchanged during
entire contract period.