Recovery Agent Code of Conduct
Ethical standards, permissible calling windows, and zero-tolerance policy against borrower harassment during debt resolution.
1. Regulatory Directives & Ethics
In pursuance of the Reserve Bank of India (RBI) directives on Recovery Agents engaged by Regulated Entities, Udaann Capital NBFC Limited enforces strict behavioral protocols for all loan collection and resolution personnel. Our recovery process is centered on customer dignity, constructive restructuring, and lawful recourse.
2. Strictly Permissible Contact Timings (8:00 AM - 7:00 PM Only)
Collection personnel and telecallers are strictly permitted to contact borrowers only between 8:00 AM and 7:00 PM.
3. Zero Tolerance for Intimidation or Harassment
The following actions are strictly prohibited and will result in immediate termination of the agent and regulatory reporting:
- Use of threatening, abusive, offensive, or derogatory language.
- Contacting family members, friends, colleagues, or employers of the borrower regarding debt repayment.
- Visiting the borrower's workplace or residence without prior written intimation or authorization.
- Public humiliation, social media naming, or displaying recovery notices in public sight.
- Making false representations regarding legal proceedings or police arrest powers.
4. Mandatory Agent Identification
Every recovery representative contacting a customer must prominently state their full name, employee identity code, the name of Udaann Capital NBFC Limited, and the verified loan account number. The borrower has the right to demand official digital identity authorization before engaging in debt discussion.
5. Immediate Grievance Reporting
If you experience any unprofessional behavior or violation of this code by recovery personnel, please report it immediately with call recording / date / time details:
• Email: grievance@udaanncapital.in or support@udaanncapital.in
• Hotline: 7722011777 (Monday to Saturday, 10 AM to 6 PM)
• Investigation & Resolution: Guaranteed within 48 working hours.