Code of Conduct for Collection Agency A) Conduct and Behaviour The Collection Agency shall properly train its employees to enable an effective interaction with the Customer, handle with care and sensitivity, their responsibilities like calling the Customer, hours of calling, privacy of the Customer information and proper representation of the Company. In addition to the above the Collection Agency shall ensure that their employees shall adhere to the following while interacting with the Customer: 1. The employees shall properly introduce and identify themselves as representatives of Reliance; exceptions can be made in cases where whereabouts of Customer are being traced. 2. The employees shall not share the Customer’s billing and outstanding with any third party under any circumstances and observe strict Customer confidentiality. 3. The employees shall always formally address the the Customer and not engages in any informal or personal interactions or relations. Reliance shall not be liable in any manner for any acts done by the employee in his personal capacity or acts that are not authorised herein or are outside his professional duty. 4. The employees shall not enter the residence of any Customer against the wishes of residents when informed by the relevant authority that the Customer is not available. 5. The employee shall refrain from using any mental, physical or verbal abuse and shall not take the law in his own hands in any circumstances and give any written or verbal threats, abuse to the Customer, make use of slang or of any form of informal address/ language. Even if the Customers behaviour or language is not acceptable or legitimate. 6. The employees shall not restrict the Customer’s movement or try to capture or restrain him from entering or leaving any premises. 7. The employee shall not stay or remain in Customer’s premises or residence in the absence of the Customer. 8. The employee shall not do any act that results in insulting, harassing or embarrassing the Customer in a public place. 9. The employee shall not 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. 10.In case of non availability of Customer at his residence and in case of presence of only minors or elderly at the Customers premises at the time of visit, the employee shall end the visit leaving his contact details for call back by the Customer. The employee shall in no event enter the Customers premises or wait for the Customer in his residence, unless specifically asked to do so by family members of the Customer. 11.The employee shall be formal, sincere and polite yet firm in all their interactions with the Customer. 12.While interacting with the Customer the employee should be brief and to the point 13.The employee shall not engage in any conduct or practice, which harasses, oppresses or abuses any person (including but not limited to the Customer) in connection with collection of outstanding amount or their business activity. 14.The employee shall be especially sensitive in their interactions with the elderly, the physically/ mentally handicapped & children. 15.The employees must strictly comply with the work timings and any visits to the customer’s premises are to be only made between 8.00 am and 9.00 pm unless prior permission of Customer has been sought. 16.The employees shall not in any manner misbehave, harass or abuse any of the family members of the Subscriber are not to be harassed under any circumstances. 17.The employee shall not accept any refreshments, at Customer’s residence except drinking water 18.The employee shall not offer or accept any gift, bride from the Customer during his visit to the Customers premises and shall not engage in any corrupt, extortion or embezzlement activity in any manner. 19.The employee shall refrain from any act or omission that can damage the integrity and reputation of the Company in any manner whatsoever. 20.The Collection Agency shall ensure that their employees shall comply with the following as a code of personal hygiene and professional appearance: a) Shave daily b) Short & well-combed hair c) Wear formal shoes & proper socks d) Wear neat formal clothes with the shirt tucked in the trousers e) Wear identity card as a badge and on display while on professional duty 21.The Collection Agency shall ensure that their employees shall not engage in any unprofessional activity or informal conduct or dressing including the following: a) Chew tobacco, chewing gum, cigarettes, etc b) Shall not wear informal clothes like t-shirts c) Shall not wear informal footwear like sandals d) Shall not be under the influence of any intoxicant like liquor while on duty e) Wear the badge or ID of any other company that Reliance B) Prohibited Acts The Collection Agency shall ensure that their employees shall not indulge in any prohibited or objectionable activity including the following while interacting with the Customer: 1. All Customers and/or subscribers of the services of Reliance irrespective of their payment pattern, religion, caste, profession or social standing shall be treated with respect, dignity, courtesy and fairness by the Collection Agency and their employees during collection efforts. 2. The Collection Agency and their employees shall refrain from the use or threat of violence or other criminal means to harm the physical person, reputation or property of any person (including but not limited to the Customer or the Company). 3. The employee shall not carry any arms, ammunition or any combustible or inflammable substance during his office hours and visits to the Customers premises. 4. Neither the Collection Agency nor its employees shall use of any objectionable, obscene, profane or abusive language while interacting with the Customer or the Company. 5. The employee shall not make any telephone calls without meaningful disclosure of the callers identity (except when calling to obtain location information) C) Misrepresentations and Fraudulent Practices Any fraudulent practices of the Collection Agency or their employee may lead to immediate termination of such a Collection Agency. The company reserves the right to take any further action against such Collection Agency and/or their employees that shall include inclusion of the defaulting employees name to the black list, prosecution and police complaints on the defaulting employee or Collection Agency. The Collection Agency shall ensure that their employees shall not indulge in any fraudulent or misrepresenting activity including the following while interacting with the Customer: 1. The Collection Agency or their employee undertake that they shall not tampering, falsification or unauthorized overwriting of cheques, demand drafts and other negotiable instruments. 2. The Collection Agency or their employee shall not engage in Tampering, falsification and false commitments on receipts and settlement letters either from the company or from the Customer. 3. The Collection Agency or their employees shall not in any circumstances use the cash payment made by the Customer towards the payment of the bills raised by the Company, for personal purpose even for a temporary period. 4. The Collection Agency or their employees shall not under any circumstances file any false complaints on the Customers for the purpose of intimidation 5. The Collection Agency or their employees shall not under any circumstances make any false commitment or misrepresentation to the Customer on behalf of the Company, in any manner to induce the Customer to make any payments. 6. In no circumstance shall the employee misrepresent himself as the legal representative or a lawyer, or a police official or any one belonging to any government agency to the Customer. 7. In no circumstance shall the employee issue or facilitate to issuing any legal notice through a lawyer on behalf of the company to any Customer. All legal actions for recovery of dues will be initiated by the Company only. D) This Code is subject to modifications and changes made by Reliance from time to time.
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