HSBC එකේ ණය එකතු කරන උන්ට නම් නීති දාල තියෙනවා. උඹලත් දෙකයි පනහෙ බැන්කු වලට සෙට් වෙනවනෙ.
https://www.hsbc.lk/content/dam/hsbc/lk/documents/consumer-guide/code-of-conduct-edca-en.pdf
Conduct and Decorum of a Debt Recovery Agent
As a representative of the debt collection agency, an agent thus appointed is deemed to bear
and exercise specific tasks related to the process of External Debt Collections.
To demonstrate a higher degree of honesty, integrity and professionalism in his
/her conduct.
PUBLIC
To never - under any circumstance - act / behave in such a way that causes
embarrassment / harassment to the customer / any party involved.
To understand your role as not only as a collector but also as a financial advisor to
the customer.
To be fluent in the language used, so that you clearly understand what is being
communicated and refrain from using abusive language at all times.
To possess a broad and updated knowledge of the subject matter of recovery.
Be proficient and up-skilled in successful negotiation and convincing skills.
To protect the integrity and the sensitivity of information of the customers in the
process of obtaining information from Third Parties. Must maintain composure
even in the face of rudeness and resistance from the customer.
To be conscious of recovery process and resort not to harass verbally or physically
in any form whatsoever in the process of debt recovery or obtaining information.
Should be dressed in professional attire during all collection visits. The said attire
should include,
Official employee ID displayed prominently.
Visiting card identifying the agent to be a representative of an authorized
collection agency.
At no time the agent should introduce themselves as staff of HSBC or its
group offices
Must not accept any commission, gift pecuniary or other benefit from a customer
or any other individual
Agents should act according to the law; refrain from action prejudicial to the
business, integrity, reputation or goodwill to the Bank. Agents should strictly
adhere to the following minimum requirements to be observed in the course of
discharging their duties.
Should not resort to intimidation or violence (physical/verbal) against any
persons in their debt recovery actions
PUBLIC
Information pertaining to the “nearest relative” (also referred as
referee/third party) mentioned at the point of account assignment by the
bank should only be used as a tool to obtain assistance to trace the primary
debtor. Such parties are in no way responsible for the debt and no demand
can be made to them.
Confidential information such as the outstanding balance / account
numbers should not be disclosed to these parties at any cost.
Not to employ harassment/improper tactics such as making phone calls at
un-reasonable hours, pestering Default Customers with persistent phone
calls, pestering family members, nearest relatives (also referred as
referee/third party), friends to locate the debtor, making anonymous calls,
making false or misleading representation with the intent to induce the
debtor to make a payment etc.