Keynote Management - Code of Conduct

Keynote Management Accountancy and Consulting

Key-Mac Management Team

  • KeyMac Management Team – Collection unit draws team/client’ notice to the professional Code of Conduct governing fair practices in Debt Collection. KeyMac’ Portfolio Management –Collection unit / Department Strongly recommends that the guidelines suggested here under be adhered to in all Customer interaction on the second party or client’s Portfolio for collection practice/s.

Model Code for Collection Of Dues

  • Preamble

Model Code for Collection of Dues, is a non-statutory  code issued on voluntary basis and is commended to the members for adoption and implementation

  • Applicability 

This code will apply to a member bank as and when the member adopts it with or without modification and a declaration to the public at large by the member bank in any  medium bank in any medium is made to that effect.

  • Contents
  1. Introduction
  2. Dues Collection Policy Statement
  3. General Guidelines
  4. Grievance Redressal

 

  •   Introduction

KeyMac is committed to following fair practices especially with regard to dues and repossession of security. Fostering customer confidence and long term relationship.

  • Dues Collection Policy Statement

Dignity and Respect to Customer is our Debt Collection Policy and we do not follow policies that are unduly coercive in collection of dues. Our client’s dues-collection policy is built on courtesy, fair-treatment and persuasion.

  • General Guildlines

All the members of the staff or any person authorized to represent our client through KeyMac in dues collection or / and security repossession would follow the guidelines set out below:

Customer would be contacted ordinarily at the place of his choice and in the absence of any specified place at the place of his residence/ office/ business in the case of retail customer and in the place of business or residence as the case may be in the case of their customers.

Identity and authority to represent would be made known to the customer at the first instance.

Customer privacy would be respected.

Interaction with the customer would be in acceptable business language.

Customer calling time for Banking products / credit cards would be between 0700 hrs and 1900 hrs. and for all other industry would be between 0500 hrs and 2100 hrs. However, due to the special circumstances the time would be up to 21.00 hrs. for all industries. Care would be taken to ensure that all other guidelines of the code if adhered to.

Customer requests to avoid calls at a particular time  or at a particular place would be honored as far as possible.

Time and number of calls and brief contents of conversation would be documented to the extent possible.

Customer would be provided with all the information regarding dues and necessary notice would be given for enabling discharge of dues.

All Assistance would be given to resolve disputes or differences in a manually acceptable and in an ordinary manner, if any, as regards dues.

During visits to customers’ place for dues collection, decency and decorum would be maintained.

Inappropriate occasions such as bereavement in the family or such other calamitous occasions would be voided for making calls/visits to collect dues.

Demeanor that suggests criminal intimidation or threat of violence would be scrupulously avoided.

  •   Grievance Redressal

Our organization has a grievance Redressal Department within the organization.

Our organization would make available all the details , namely;

    • Where a complaint can be made.
    • How a complaint should be made.
    • When to expect a reply.
    • Whom to approach for redressal of grievance etc.

 

Response to a complaint , whether positive or requiring more time for redressal , would be given within a maximum period of four weeks from the date of complaint , unless  the nature of complaint is such that requires verification voluminous facts and figures.