DisciplinanVac

ABFL- Collection Vendor Escalation Grid and

Vendor Escalation Grid

applicable from
the Service Provider and corresponding financial implications shall be
following structure indicating conduct of
The
April 2021.
No. of Financial Implications
Aggressive Abusive Action Incidents

Risk Vendor
Third Abusive Warning Termination Monthly
Customer
party*

No <=3 Warning Letter

Yes No No Yes
Low

billing.
Yes No Warning letter & 10% deduction in
Yes No No
Medium

billing
Warning letter & 20% deduction in
Yes Yes 1 OR
Yes/No Yes No Termination of Vendor Employee
High

No Yes 1 Termination of Agency with immediate effect.

Yes/No Yes No
Severe

*Note: Third party -associated with customer

Vendor and Agent Disciplinary Action

Vendor or their Agent and the same is
a violation of the code of conduct by the
Disciplinarv action would be taken where there is
proven.
liable for disciplinary action (The list
part of Collection Vendor or their Agent may be
The following acts and commissions on the
exhaustive)
provided below is illustrative only and not
third party (associated with
Collection Vendor or their agent with the customer or
1. Inappropriate behaviour /conduct by
Customer). confrontational gestures with
threatening, intimidating conversations, physical abuse,
2. Acts and Misconduct amounting to outstanding obligation.
their agent to force the customer to repay an
Customers or third party etc. used bythe endor or
interest.
3. Any action by Vendor or their agent,
that prejudice ABFL's reputation business
collections code of conduct of ABFL.
4. Any other action that violates

it.
Escalation Grid and Disciplinary action and agree to abide by
J | confirm that Ihave read and understood Vendor Conduct and the guidelines.
duties, Iam obligated to follow the Code of
In the discharge of my

Eor HEAL & PVT LTO

Director
Authorised signatoryof Recovery Agencywith Stamp