Loan Accounts covered under the Scheme

     (i) All NPA accounts under Agri/ MSME/ Retail (excluding suit filed/decreed accounts and accounts for which recovery action under
         SARFAESI Act has been initiated).

     (ii) Only accounts with ledger outstanding not exceeding Rs 10 lacs are covered.

     (iii) Written off accounts shall also be covered except accounts where compromises have been approved (including those reached
           in Lok Adalats) and have not been treated as failed.

     (iv) Accounts under SMA-II with ledger outstanding not exceeding Rs 10 lacs for recovering the overdues.

Code of Ethics being followed by our BCAs for Recovery of Bank’s Dues

1. Follow the fair practice especially with regard to recovery/collection of dues.
2. Foster customer confidence and long term relationship.
3. Dignity and respect to customers shall be maintained.
4. Unduly coercive methods in recovery/collection of dues shall not be adopted.
5. Courtesy, fair treatment and persuasion shall be the basis of recovery.
6. In the event of the default security repossession shall not be aimed at whimsical deprivation of the property.
7. Fairness and transparency in repossession, valuation and realization of securities shall be made.
8. Customer would be contacted ordinarily at the place of his choice and in the absence of any specified place at the place his residence, i.e. the case of retail customers and in the place of business or residence as the case may be in the case of other customers.
9. Identity and authority to represent would be made known to the customer at the first instance.
10. Customer privacy would be respected.
11. Interaction with the customer would be in acceptable business language.
12. Customer calling time would be between 0700 hrs. and 1900 hrs. unless the special circumstances of the borrower’s business or occupation demands otherwise.
13. Customer requests to avoid calls at a particular time or at a particular place would be honoured as far as possible.
14. Time and number of calls and contents of conversation would be documented.
15. Customer would be provided with all the information regarding dues and necessary notice would be given for enabling discharge of dues.
16. Reasonable notice would be given before repossession of security and its realization.
17. All assistance would be given to resolve disputes or differences in a mutually acceptable and in ordinary manner, if any as regards dues.
18. During visits to customers’ place for dues collection, decency and decorum would be maintained.
19. Inappropriate occasions such as bereavement in the family or such other calamitous occasions would be avoided for making calls/visits to collect dues.
20. Demeanor that would suggest criminal intimidation or threat of violence would be scrupulously avoided.
21. We shall not interfere in the affairs of the borrowers except the recovery as per terms agreed.
22. Discrimination on the grounds of sex, cast and religion shall not be made in the matter of job assigned to them.
23. The confidentiality of information pertaining to the customers after the contract expires or gets terminated shall be maintained.
24. Bank shall be allowed to access all books, records and information relevant to the outsourced activity and also to conduct audits whether by its internal or external auditors or any agents appointed to act on its behalf and to obtain copies of any audit or review reports and findings made on the service providers in conjunction with the services performed.
25. Reserve Bank of India or persons shall be authorized to assess the documents, records of transactions and other information given to BC Agents by the bank and also to recognize the right of Reserve Bank to cause an inspection to be made of its books and account by one or more of its officers or employees or other authorized persons.
26. BCAs would not resort to intimidation or harassment of any kind either verbal or physical against any person in debt collection efforts including acts intended to humiliate publicly or intrude the privacy of the debtors, family members, referees and friends by making threatening and anonymous calls or making false and misleading representations.