JAIIB PPB Unit 10 - Credit Information Companies, Fair Practices Code for Debt Collection, BCSBI

1. CIBIL is a composite credit bureau which contains the credit history of both commercial and consumer borrowers.

2. CIBIL provides credit history of borrowers to its members in the form of credit information reports (CIRs) to assist them in their loan appraisal process.

3. In the matter of recovery of dues, banks / NBFCs may ensure that they, as also their agents, adhere to the extant instructions on Fair Practice Code for lenders as also IBA’s Code for Collection of dues and repossession of security. In case banks / NBFCs have their own code for collection of dues it should, at the minimum, incorporate all the terms of IBA's Code.

4. In particular, in regard to appointment of third party agencies for debt collection, it is essential that such agents refrain from action that could damage the integrity and reputation of the bank / NBFC and that they observe strict customer confidentiality.

5. All letters issued by recovery agents must contain the name and address of a responsible senior officer of the card issuing bank whom the customer can contact at his location.

6. Banks / NBFCs / their agents should not resort to intimidation or harassment of any kind, either verbal or physical, against any person in their debt collection efforts, including acts intended to humiliate publicly or intrude the privacy of the credit card holders’ family members, referees and friends, making threatening and anonymous calls or making false and misleading representations.

7. The Banking Codes and Standards Board of India (BCSBI) was set up on 18th February 2006 as a collaborative effort of RBI and Banks, on the lines of a similar set up in UK to oversee the "Banking Code", a voluntary Code, evolved by the British Bankers Association (BBA), which is adopted by all banks in UK.

8. The proposal for setting up the BCSBI was based on the recommendation made by the Committee on Procedures and Performance Audit on Public Services (Tarapore Committee).

9. It provides valuable protection for customers on a day-to-day basis as also in the times of financial difficulty.

10. The code applies to savings deposits and current accounts, card products and services, loans and overdrafts and payment services including foreign exchange.

11. Member banks of BCSBI would put in place the following grievance redressal mechanism in their banks:

• Have a Help desk / Helpline at the branch
• Have a Code Compliance Officer at each Controlling office above the level of the branch
• Display at each branch name and contact number of Code Compliance Officer
• Display Name and address of the Banking Ombudsman.