Responsible debt collection
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Copyright © International Finance Corporation 2012. All rights reserved.2121 Pennsylvania Avenue, N.W.Washington, D.C. 20433www.ic.orgThe material in this work is copyrighted. Copying and/or transmitting portions or all o this work without permission may be a violation o applicable law.IFC encourages dissemination o its work and will normally grant permission to reproduce portions o the work promptly, and when the reproduction is oreducational and non-commercial purposes, without a ee, subject to such attributions and notices as we may reasonably require.IFC does not guarantee the accuracy, reliability or completeness o the content included in this work, or or the conclusions or judgments described herein, andaccepts no responsibility or liability or any omissions or errors (including, without limitation, typographical errors and technical errors) in the content whatsoeveror or reliance thereon. The boundaries, colors, denominations, and other inormation shown on any map in this work do not imply any judgment on the part oThe World Bank concerning the legal status o any territory or the endorsement or acceptance o such boundaries. The ndings, interpretations, and conclusionsexpressed in this volume do not necessarily refect the views o the Executive Directors o The World Bank or the governments they represent.The contents o this work are intended or general inormational purposes only and are not intended to constitute legal, securities, or investment advice, anopinion regarding the appropriateness o any investment, or a solicitation o any type. IFC or its aliates may have an investment in, provide other advice orservices to, or otherwise have a nancial interest in, certain o the companies and parties (including named herein).All other queries on rights and licenses, including subsidiary rights, should be addressed to IFC’s Corporate Relations Department, 2121 Pennsylvania Avenue,N.W., Washington, D.C. 20433.International Finance Corporation is an international organization established by Articles o Agreement among its member countries, and a member o the WorldBank Group. All names, logos and trademarks are the property o IFC and you may not use any o such materials or any purpose without the express writtenconsent o IFC. Additionally, “International Finance Corporation” and “IFC” are registered trademarks o IFC and are protected under international law.
Acknowledgement
The report “Responsible Debt Collection in Emerging Markets” was developed within IFC’s Access to Finance Global Risk Management Advisor Program nder the overall gidance of Panos Varangis and with the spport of team members Shndil Selim, Davorka Rzehak andRisserne Gabdibe. We wold particlarl like to thank the team at Oliver Wman led b David Bergeron and
Matthew Sebag-Monteore, commissioned by IFC to produce this study report. Oliver Wymanis a leading global management consulting rm that combines deep industry knowledge with
specialized epertise in strateg, operations, risk management, organizational transformation,and leadership development. The team wold like to acknowledge the contribtion of IFC’s internal peer reviewers:Garth Bedford, Joseph Jlia, Inho Lee and Ferdinand Tistra.IFC’s Access to Finance Global Risk Management Advisor Program wold also like toacknowledge and thank the Government of the Netherlands for their contribtion andpartnership in the program and report.Last, bt not least, this report wold not be possible withot the contribtion of the std’sparticipants inclding instittions within IFC’s own client network – a special thank o to all
the nancial institutions globally for their invaluable time and insights into this important study.
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6. RecommendAtions for Responsible Debt Collection in Emerging Markets
The study analyzes existing global retail debt collections practices and recommends tangible actions that lenders and collectors can take to promote responsible and ethical standards in the field. The study is based on field research conducted…
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