Collection Policy

KreditCall is committed to ethical and respectful debt recovery practices. This Collection Policy outlines our approach to managing overdue accounts in compliance with RBI guidelines for NBFCs and Digital Lending.

1. Principles

Our collection practices are guided by the following principles:

• Respect for customer dignity and privacy
• Transparency in all communications
• Compliance with all applicable laws and RBI guidelines
• Ethical conduct by all collection personnel
• Fair treatment of all customers

2. Communication Guidelines

2.1 Timing of Communication

• All collection calls will be made between 9:00 AM and 7:00 PM local time
• No calls will be made on national holidays
• SMS reminders may be sent during extended hours (8 AM - 9 PM)
• Emergency contact will only be made in exceptional circumstances

2.2 Communication Channels

• In-app push notifications
• SMS messages
• Email communications
• Phone calls (to registered mobile number only)
• Physical communication (if required, at registered address)

2.3 Language and Tone

• All communications will be in Hindi or English
• Polite and professional tone will be maintained
• No threatening, abusive, or coercive language
• Clear explanation of dues and consequences

3. Collection Process

3.1 Pre-Due Reminders

• Reminder 3 days before due date (SMS/Push)
• Reminder 1 day before due date (SMS/Push)
• Payment due date reminder (SMS/Push)

3.2 Post-Due Communication

• Day 1-7: SMS and push notification reminders
• Day 8-15: Phone call reminders + SMS
• Day 16-30: Increased follow-up frequency
• Day 30+: Final notices and legal warning

3.3 Default Consequences

In case of persistent default, the following may occur:

• Late payment fees as per loan agreement
• Negative credit bureau reporting
• Account being classified as NPA (Non-Performing Asset)
• Legal action for recovery (as last resort)

4. Prohibited Practices

Our collection staff and agents are strictly prohibited from:

• Using abusive, threatening, or harassing language
• Making calls outside permitted hours (9 AM - 7 PM)
• Contacting the borrower at their workplace without permission
• Contacting family members or friends (without consent)
• Visiting the borrower's home without prior notice
• Making false statements or misrepresentations
• Using physical force or intimidation
• Publicly shaming or disclosing the borrower's financial status
• Collecting payments in cash (all payments must be through app/bank)

5. Customer Rights

As a borrower, you have the right to:

• Be treated with dignity and respect
• Receive clear information about your dues
• Request for a payment plan or restructuring
• File a complaint against improper collection practices
• Be free from harassment and abuse
• Privacy regarding your financial information

6. Payment Assistance

If you are facing difficulty in repayment:

• Contact us immediately at support@kreditcall.com
• Explain your financial situation
• We may offer a payment plan or extension
• Early communication helps avoid penalties

7. Collection Agents

All collection activities are conducted by:

• Our internal collection team, or
• Authorized third-party collection agencies
• All agents are trained on ethical collection practices
• Agents will always identify themselves and provide authorization details

8. Complaints Against Collection

If you experience any improper collection practices:

• Report immediately to: support@kreditcall.com
• Include details of the incident and agent (if known)
• All complaints will be investigated within 7 days
• Action will be taken against erring personnel

9. Regulatory Compliance

This Collection Policy complies with:

• RBI Guidelines on Fair Practices Code for NBFCs
• RBI Digital Lending Guidelines 2022
• Applicable provisions of IBC (Insolvency and Bankruptcy Code)
• Consumer protection laws