✦ Fair Practices

Collection Code of Conduct

When GROx disburses a loan, the repayment process is explained to the customer in detail including amount, tenure, and schedule of repayment. In case of overdue status, we follow strict guidelines outlined by RBI to recover dues via multiple channels — SMS, Email, Call, or in person. Our collection policy is built on courtesy, fair treatment, and persuasion by which we foster customer relationships in the long run. Our agents abide by the following Dos and Don’ts to help serve our customers better.

To view the full list of our debt recovery agents by region, click here.

Appearance & Dress Code

DOs
Well Groomed
Clean & Tidy
DON'Ts
No long unkempt hair
Shirt sleeves rolled up

Speech

DOs
Formals
Introduce yourself with identity card
Use formal address
Tone should be polite yet assertive and firm
DON'Ts
No chappals or sandals
Do not get tough or aggressive or abusive
Do not lose temper, get angry or even irritated irrespective of reason
Pitch should not be high

Belongings

DOs
Decency and decorum to be maintained
Identity Card, Letter of authority
Diary for writing the information gathered
DON'Ts
Should not get personal
Collector should not make any verbal or written promises to customer on matters outside his preview or on product features
No personal dealings with customers

Ethics

DOs
Fair and ethical in your dealings with customers
DON'Ts
Unauthorized information written or verbal cannot be divulged to any customer / competitor / any other person
No information on the customers to be shared with other customers

Information & Confidentiality

DOs
Collection interaction should be based on courtesy, fair treatment and persuasion
Present all the information required by the customer in an orderly fashion
Loan details should be shared with the customer or the person authorized by the customer only in writing
DON'Ts
Do not share the loan details other than with the customer without customer consent

Process & Product Discipline

DOs
Collectors will perform their role within the framework of the instructions issued to them and specifics of collection procedure based on the product
DON'Ts
No physical contact with the customer

Timing

DOs
Earliest: 07:00 hours, Latest: 19:00 hours

Mode of Payment / Reconciliation

DOs
Customers should be advised to pay through electronic mode, using respective lenders virtual account / UPI links
DON'Ts
No payment should be collected without issuing an authorized receipt

Contact Number

DOs
Correct contact number needs to be captured while submitting the proof of payment received
DON'Ts
Incorrect contact number should not be captured
Contact number of self/other executives should not be captured

KYC Norms

DOs
All documents of KYC should be correct & latest details need to be provided
DON'Ts
Do not provide any Fake / Incorrect KYC

Leave

DOs
An ID Card needs to return to the agency in case of a planned leave more than three days

Call Recordings

DOs
Each & every call made to the customer should be through recorded phones only & recording needs to be stored as per norms
DON'Ts
Do not call the customer from numbers where a recording facility is not available

Self Introduction

DOs
Introduce yourself & the organization before starting the customer communication during a visit or call
DON'Ts
Do not hide your/organization name while making collection visit/call

Miscommunication

DOs
All waiver / settlement approval should be communicated to the customer in writing only after taking approval from competent authority from "GROx"
DON'Ts
Do not make a wrong commitment to the customer

Data Security

DOs
All sensitive customer-related data should be in safe custody
DON'Ts
Do not share customer information through unauthorized mediums