Social Worth Technologies Private Limited (‘Company’) (Fair Practices Code Policy (“Code”).
This is with reference to the guidelines issued by the Reserve Bank of India on Fair Practice Code for all Non-Banking Financial Companies (NBFCs) vide RBI circular RBI/2015-16/16 DNBR (PD) CC.No.054/03.10.119/2015-16 dated July 1, 2015, which has been adopted as a good governance practice by the Company.
This Code is aimed to provide to all the stake holders, including but not limited to the Company’s customers, an effective overview of the practices followed, in respect of the services offered by the Company.
The company aims to provide the best customer service and is consistently striving to create a robust and efficient customer service platform. If the customers have any issues or wish to register a complaint, they can reach the Company at any of the following coordinates:
Customer(s) or you or End-Users shall mean any person who accesses, downloads, uses, views the Platform and the Services.
Loan shall mean the loan that you may apply for through the Platform (‘Fibe’) and which is sanctioned and granted by LENDER, subject to the applicable terms and conditions of the Loan Agreement.
Loan Agreement shall mean the loan agreement to be executed between LENDER and the Customer(s) for granting the Loan whether in physical or electronic form as may be applicable from time-to-time.
Online Stores shall mean Windows Store, Android Google Play, iOS App store or any other online store or portal where the App will be made available by the Company to the End-Users, from time to time.
Outstanding Amount(s) shall mean the Loan, interests and charges due and payable by you to LENDER, on respective due date(s).
Platform shall mean the App and the Website collectively.
Services shall mean the services of granting, sanctioning, lending of short term loans, through the Platform by LENDER.
Third Party Platforms shall mean social networking platforms, such as Facebook, LinkedIn and other similar platforms.
User Data shall mean any data, information, documents or materials submitted with the Company prior to or during the use of the Services.
Website shall mean www.fibe.in, managed and operated by the Company for the provision of Services.
Through the Services, you may apply for the Loan, subject to the fulfilment of the eligibility criteria laid down in the Mobile App. You understand that the Company has been appointed by LENDER to collect, authenticate, track your location, verify and confirm the User Data, documents and details as may be required by LENDER to sanction the Loan.
All transactions undertaken on your behalf by the Company will be on the basis of your express instructions/consent and will be strictly on a non-discretionary basis.
The sanctioned Loan shall be disbursed by the Lender as per the mode provided in the Mobile Application Form. You are required to repay the Outstanding Amount(s) to LENDER, on the respective due date(s) mentioned in the Mobile Application Form.
You acknowledge that the Company makes no representations or warranties about the material, data, and information, such as data files, text, facts and figures, computer software, code, audio files or other sounds, photographs, videos, or other images (collectively, the Content) which you may have access to as part of the Services, or through your use of the Platform. Under no circumstances, shall the Company be liable in any way for any Content, including, but not limited to any infringing Content, any errors or omissions in Content, or for any loss or damage of any kind incurred as a result of the use of any Content posted, transmitted, linked from, or otherwise accessible through or made available via the Platform. The Content on the Platform should not be regarded as an offer, solicitation, invitation, advice or recommendation to buy or sell investments, securities or any other instrument or financial products / schemes of the Company (including its affiliates), unless expressly covered in these Terms.
The Company shall endeavour:
|Be well groomed.
|No long unkempt hair.
|Be clean and tidy.
|Shirt sleeves should not be rolled up.
|Wear business formals.
|No chappals/ sandals.
|Introduce yourselves with your identity card and identify yourself as a representative of Company.
|Do not be tough/ aggressive/ abusive.
|Collection staff / Agent should always inform the customer or his appointed representative or blood relatives at the beginning of every interaction.
|Do not lose your cool/ get angry/ irritated no matter what the reason.
|Tone should be sincere, polite yet assertive and firm. Customers deserve to be treated with dignity. Collection staff / Agent should always remain professional during telephonic conversations and visits.
|Pitch should not be high.
|Decency & decorum to be maintained.
|Do not treat any conversation with the customer as personal.
|Identity card, letter of authority.
|Do not hesitate to display the identity card to the customer.
|Diary and pen for writing the information gathered.
|Do not communicate any unapproved information to the customer.
|Affix detailed code of conduct at your office with date and signature.
|Be fair and ethical in your dealings with customers.
|Collection agents should not make any verbal or written promises to the customers without consent of the supervisor on matters outside his purview or on product features.
|Collections interaction should be based on courtesy, fair treatment and persuasion.
|Collection agents should not make any personal dealings with the customers.
|All calls where the customer becomes abusive or threatening should be appropriately documented.
|Do not impersonate any official such as government agencies like police/ politician/ unsocial elements during any interaction with the customer.
|Collection staff / Agent should, as far as possible, use the language which the customer is comfortable with.
|Collection agents should not accept gifts/ bribes from customers. Any collection agent offered a bribe/ gift of any kind by a customer must report the offer to his/ her management.
|Customers are entitled to privacy and the Collection staff / Agent would respect this right.
|Information & Confidentiality
|Present all information required by the customer in an orderly fashion.
|Unapproved information - written or verbal should not be divulged to any customer/ competitor/ any other person.
|Any interaction with the customer must be recorded and documented in the system without any deviation as per guidelines.
|Refrain from calling the customers from a non-recorded line.
|To ensure that the traced contact details of the customer is verified before the follow-up is extended.
|Do not disclose any confidential information about the customers with the third party .
|Collection staff / Agent should ensure that that all written and verbal communication with its borrowers will be in simple business language.
|Do not resort to intimidation or harassment of any kind, either verbal or physical, against any person during debt collection efforts, including acts intended to humiliate publicly or intrude upon the privacy of the debtors' family members, referees and friends.
|Collection Staff / Agents should endeavour to answer customers’ queries and render assistance to resolve issues.
|Collection staff / Agent will document the efforts made for the recovery of dues and the copies of communication, if any, sent to the customers will be kept on record.
|DO not send inappropriate messages either on mobile or through social media, making threatening and/ or anonymous calls. DO not persistently call the borrower (ex. repeated calling) and/ or calling the borrower before 8:00 a.m. and after 7:00 p.m. for recovery of overdue loans. DO not make false and misleading representation.
|Process Product Discipline
|Collectors will perform their roles within the framework of the instructions issued to them in terms of process manuals and specifics of collection procedure based on the product.
|Do not violate/ breach the terms & conditions of the guidelines mandated.
|Collectors will strive to maximize effectiveness of the visits by pre visit preparation and result orientation in order to improve result.
|Do not get involved in personal transactions with the customers directly or indirectly towards maximizing recoveries.
|Maintain a reasonable distance from the customer.
|No physical contact with the customers.
|No obstruction to customers' movement.
|Customers’ requests to avoid calls at a particular time or at a particular place should be honoured as far as possible.
|Inappropriate occasion such as bereavement in the customers' family or such calamitous occasion must be avoided for making visits for collection of dues.
|Do not Call before 8:00 a.m. and after 7:00 p.m. for recovery of overdue loans.
You understand, acknowledge and agree that the Company is the sole owner of all rights, title and interest, including any and all intellectual property rights in the Content, Platform, Services, logos, trade names, brand names, designs and any necessary software used in connection with the Platform.
There may be proprietary logos, service marks and trademarks found on the Platform whether owned/used by the Company or otherwise. By displaying them on the Platform, the Company is not granting you any license to utilize the proprietary logos, service marks, or trademarks. Any unauthorized use of the same may violate applicable intellectual property laws.
You understand and acknowledge that the Platform is owned by the Company. Nothing under these Terms shall be deemed to be a transfer in ownership, rights, title, from the Company to you or any third party, in the Platform. You are entitled to avail the Services offered by the Company during the validity of your registration with the Company.
The Platform may contain links to other websites owned and operated by third parties who are not related to the Platform (Linked Websites). The Linked Websites are not under the control of the Company and the Company shall not be responsible for the content of any Linked Websites or any hyperlink contained in a Linked Website and makes no representation or warranty with respect to the content of any such third party sites.
The Platform provides these links to you as a convenience only and the inclusion of any link does not imply any endorsement of the Linked Website by the Company. Your access or use of such Linked Website is entirely at your own risk. The Company shall not be a party to any transaction between you and the Linked Website. Your use of a Linked Website is subject to these terms and conditions of that respective Linked Website.
The Platform may also contain third party advertisements, if any. The display of such advertisements does not in any way imply an endorsement or recommendation by/of the relevant advertiser, its products or services. You shall independently refer to the relevant advertiser for all information regarding the advertisement and its products and/or services. The Company accepts no responsibility for any interaction between you and the relevant third party and is released from any liability arising out of or in any way connected with such interaction.
You may get access to chat rooms, blogs, feedbacks, reviews and other features (Ancillary Services) that are/may be offered from time to time on the Platform and may be operated by us or by a third party on our behalf. You shall not (nor cause any third party to) use these Ancillary Services to perform any illegal activities (including without limitation defaming, abusing, harassing, stalking, threatening, promoting racism, or otherwise violating the legal rights, such as rights of privacy, of others) or immoral activities, falsely stating or otherwise misrepresenting your affiliation with a person or entity. Additionally, the Platform may contain advice/opinions and statements of various professionals/ experts/ analysts, etc. the Company does not endorse the accuracy, reliability of any such advices/opinions/ and statements. You may rely on these, at your sole risk and cost. You shall be responsible for independently verifying and evaluating the accuracy, completeness, reliability and usefulness of any opinions, services, statements or other information provided on the Platform. All information or details provided on the Platform shall not be interpreted or relied upon as legal, accounting, tax, financial, investment or other professional advice, or as advice on specific facts or matters. The Company may, at its discretion, update, edit, alter and/or remove any information in whole or in part that may be available on the Platform and shall not be responsible or liable for any subsequent action or claim, resulting in any loss, damage and or liability. Nothing contained herein is to be construed as a recommendation to use any product or process, and the Company makes no representation or warranty, express or implied that, the use thereof will not infringe any patent, or otherwise.
The Company reserves its rights to terminate these Terms in the event:
The Company reserves its right to Track you, even when you have uninstalled the App or even after termination of these Terms, until all your obligations, including but not limited to payment of the Outstanding Amount(s) is in subsistence.
Upon termination of these Terms, the rights and licenses granted to you under these Terms shall cease to exist, and you must forthwith stop using the Platform and the Services and repay the Outstanding Amount(s). Notwithstanding anything contained in these Terms or otherwise, the termination of these Terms for any reason whatsoever, shall not affect your obligations, including but not limited to repayment of the Outstanding Amount(s).
You agree to indemnify and hold the Company, and its subsidiaries, affiliates, officers, agents, co- branders or other partners, and employees, harmless from any claim or demand, including attorneys’ fees, made by any third party due to or arising out of (i) your violation of these Terms; (ii) your violation of any rights of other users of the Platform; (iii) your use or misuse of the Platform or the Services; (iv) your violation of applicable laws.
Please report any violations or grievances with relation to these Terms to the Company at firstname.lastname@example.org.
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