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 persistently call the borrowers and/ or call the borrower before 9:00 a.m. and after 6:00 p.m. Should not harass relatives, friends and co-workers of the borrower and should not use or threat of use of violence or other similar means to harm the borrower or borrower’s family/ assets/ reputation.

For borrower' 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 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 finds he 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 members under any circumstances.

Discrimination on the basis of caste, religion, race, marital status, etc. cannot be done with any members.

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

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

Employee should have a good relationship with the borrowers and their family members, but should not compromise with borrowers while following the rules & regulations and disciplinary aspects of lending.

Employees should not engage in any political activities, have an association with political people, or get involved with any political parties, etc.

Employees should compulsorily follow all discipline / guidelines framed by the Company/ 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 should be transparent and fair in loan related aspects and all other works related to Company/Bank, while protecting the confidentiality of the Company/ Bank and appropriate training will be given to the employees in this regard.