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Compliance

Verifiable, not merely stated.

Recovery is one of the few functions a lender outsources where the regulator holds the lender responsible for the outsourcer's conduct. Everything on this page exists so your compliance team can verify how we work rather than take our word for it.

RBI Fair Practices Code

Every agent is trained on the Fair Practices Code before deployment and re-certified annually. Contact hours are restricted to 08:00–19:00 and contact frequency is capped in the dialer configuration rather than left to individual discretion, so a breach requires a system change and not merely a lapse in judgement.

  • Calling restricted to notified hours
  • Frequency caps enforced at system level
  • Scripts approved by the lender before deployment
  • No third-party disclosure of the debt

Agent vetting & identification

Field agents are background-verified before engagement and carry photo identification issued against your specific mandate. That identification is withdrawn the day an engagement ends. A substantiated conduct complaint ends the agent's association with us — it is not managed as a performance issue.

  • Background and reference verification on every agent
  • Photo ID issued against the lender's mandate
  • Annual re-certification on the Fair Practices Code
  • Documented internal review on every complaint

Recording & audit trail

Calls are recorded and retained for the period your contract specifies. Field visits are geo-stamped and filed the same day. Escalation to legal is recorded against your written approval. Your audit team can request any of this at any time without notice.

  • Call recordings retained and retrievable by account
  • Geo-stamped, same-day field visit reports
  • Written approval logged before any legal escalation
  • Unannounced audit access for the lender

Data protection

Portfolio data is handled under a signed data processing agreement, accessed on a least-privilege basis, and deleted at the end of the retention period your contract sets. Controls are aligned to ISO 27001 practice and to the obligations of the Digital Personal Data Protection Act, 2023.

  • Signed data processing agreement before transfer
  • Least-privilege access with logged access trails
  • Encrypted transfer and storage
  • Documented deletion at end of retention

Escalation

Grievance redressal

Any borrower or institution may raise a grievance about our conduct. We acknowledge in writing and escalate on a fixed ladder — nothing waits on an individual's availability.

  1. Level 1

    Grievance Officer

    Acknowledged within 48 hours, resolved within 7 working days

  2. Level 2

    Head of Compliance

    Escalated if unresolved at Level 1, resolved within 15 working days

  3. Level 3

    The lender's own nodal officer, and thereafter the RBI Ombudsman

    Contact details provided on request at any stage

Contact for grievances

Grievance officer name pending — rudrayanifintechs@gmail.com

Talk to us about your portfolio.

Tell us the bucket mix and geography, and we will come back with an approach and indicative commercials.

Request a consultation