C) REMUNARATION OF AGENCY:-

i) The remuneration to the agencies shall be based on the amount of money recovered which can vary depending on aging of overdue.

ii) The agency may be reimburse reasonable expenses incurred on conveyance and telephone cost.

iii) Incentive if any based on the recoveries made shall not paid to the persons directly. However on certain occasions the agency may be paid additional amounts for recoveries made in certain cases with the prior approval from Chief credit and collection.

D) METHODS FOLLOWED BY AGENCY:-

a. Customer would be contacted ordinarily at the place of his / her choice and in the absence of any specified place at the place of his / her residence and if unavailable at his / her residence, at the place of business / occupation.

b. Identity and authority to represent the company should be made known to the customer at the first instance.

c. Customer's privacy should be respected.

d. Interaction with the customer shall be in a civil manner

e. Company's representatives shall contact customers between 0700 hours and 1900 hours, unless the special circumstances of the customer's business or occupation require otherwise.

f. Customer's request to avoid calls at a particular time or at a particular place shall be honored as far as possible.

g. The time and number of calls and contents of conversation should be documented. Detail diary notes should be maintained.

h. All assistance should be given to resolve disputes or differences regarding dues in a mutually acceptable and in an orderly manner.

i. During visits to customer's place for dues collection, decency and decorum should be maintained.

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