Code of Conduct

 

While collecting loan repayment from borrowers, the employees should not behave indecently / improperly with borrowers and their family members, should not engage in harsh methods of recovery and should not threaten or use abusive language. Should not harass relatives, friends and co-workers of the borrower and should not threathen or use violence or other similar means to harm the borrower or borrower’s family/ assets/ reputation.

 For borrower’s loan repayment, their property and other things should not be taken into custody for any reasons.

 All points and information with regard to field operations conveyed / to be conveyed to employees in the training should be understood by the employee properly. The employee in turn shall make the borrower to understand the relevant information, which are applicable, in vernacular language at the time of providing training, and at other appropriate times.

If a borrower lodge complaints with regard to their grievances, then the employee should resolve them as early as possible. Any complaint/grievance that the field office manager cannot resolve despite making efforts, should be referred to Head office without delay.

 An employee should properly assess the income and expenditure of the household and conduct proper due diligence to assess the need and repayment capacity of customer based on information from the applicant, credit bureau and/or field level intelligence before disbursing a loan. The disbursement of loan to be commensurate with the customer’s ability to pay.

 Any kind of bribe, gift, or hospitality shall not be accepted from the borrowers and their families.

 An employee should not have any kind of personal financial business with the borrowers and their families.

 Any kind of false assurances should not be given to the customers under any circumstances.

 Discrimination on the basis of caste, religion, race, marital status, etc. should not be done to any customer.

 Ensure that eligible customers are getting loan facilities in a timely manner.

 Employees should not engage in any activities which damages the Institution/Bank’s reputation.

 Employee should have a good relationship with the borrowers and their family members, but shall follow work ethics.

 Employees should compulsorily follow all discipline / guidelines framed by the Institution/ Bank from time to time and if the employee does not follow / violates the discipline / guidelines then appropriate action will be taken against such employees.

 Employees should not interfere in personal matters of borrowers and their family members, unless such matters are related to the loan facilities given by the Bank.

 The employees shall be transparent and fair in loan related aspects and all other works related to Institution/Bank, while protecting the confidentiality of the institution/ Bank and appropriate training will be given to the employees in this regard.