1. Introduction

Ahilya Gramin Livelihood Foundation is committed to responsible lending and ethical recovery practices. This Recovery and Collection Policy outlines the principles and procedures followed by the organization while recovering loan repayments from borrowers.

The objective of this policy is to ensure that recovery activities are conducted in a fair, transparent, and respectful manner, while safeguarding the rights and dignity of borrowers.

2. Guiding Principles

All recovery and collection activities shall be guided by the following principles:

• Respect for borrower dignity and privacy
  • Transparent and fair communication
  • Compliance with applicable laws and regulatory guidelines
  • Ethical recovery practices without harassment or coercion
  • Responsible engagement with borrowers facing genuine financial difficulties

3. Recovery Process

The recovery process followed by Ahilya Gramin Livelihood Foundation includes the following steps:

3.1 Reminder and Communication

Borrowers will receive reminders before the due date through:

• phone calls
  • SMS or WhatsApp messages

These reminders are intended to help borrowers make timely repayments.

3.2 Follow-Up on Delayed Payments

If a borrower fails to repay the loan on the scheduled due date:

• field staff may contact the borrower to understand the reason for delay
  • the borrower may be provided guidance on resolving repayment issues
  • additional time may be considered in genuine hardship cases, subject to policy guidelines

3.3 Field Visit

If repayments remain overdue, authorized field officers may visit the borrower’s residence or place of business to discuss repayment.

These visits will be conducted:

• at reasonable hours
  • in a respectful manner
  • without causing inconvenience or embarrassment to the borrower

4. Ethical Collection Practices

All employees and authorized agents of Ahilya Gramin Livelihood Foundation must strictly adhere to ethical standards while interacting with borrowers.

The organization strictly prohibits:

• harassment or intimidation
  • abusive language or threats
  • contacting borrowers at odd hours
  • disclosing borrower information to unauthorized persons
  • public humiliation or coercive practices

Any violation of these standards will result in disciplinary action.

5. Borrower Rights

Borrowers have the following rights during the recovery process:

• To be treated with dignity and respect
  • To receive clear information regarding outstanding dues
  • To request clarification on loan terms and repayment schedule
  • To raise complaints regarding recovery practices

Borrowers may contact the grievance redressal mechanism if they experience any misconduct.

6. Recovery Agent Conduct

All recovery agents or field officers representing Ahilya Gramin Livelihood Foundation must:

• carry valid identification while visiting borrowers
  • clearly identify themselves before discussing loan matters
  • explain the purpose of the visit in a transparent manner

Recovery agents are required to follow the code of conduct prescribed by the organization.

7. Confidentiality

All borrower information will be treated as confidential. Information related to the borrower’s loan account will only be shared with authorized personnel or credit bureaus where required.

8. Grievance Redressal

If a borrower has any complaint regarding recovery practices, they may contact:

Customer Care Number: 1800-572-1471
Email: support@ahilyagramin.in

All complaints will be handled through the grievance redressal system of Ahilya Gramin Livelihood Foundation in a fair and timely manner.

9. Policy Review

This Recovery and Collection Policy shall be reviewed periodically by the management of Ahilya Gramin Livelihood Foundation to ensure compliance with regulatory guidelines and industry best practices.