TRAI has laid down stringent guidelines for telecom operators with regard to employing recovery agents for collecting dues from users. This was necessitated following recurrent complaints from consumers regarding unscrupulous recovery procedures. The guidelines prescribe a code of conduct for outsourced recovery agencies. Its highlights are:
Dues recovery policy
Operators should have a clear policy on the mode of recovery, which should be preferably put on their websites.
Outsourcing arrangements should not affect the consumers’ rights.
The agency must not issue a legal notice to the user on behalf of the operator.
Obligation of service providers
The service provider needs to ensure that there is an effective complaint-handling mechanism for billing complaints.
Before a collection case is given to an outsourced agency, the consumer must be intimated about dues.
The names and telephone numbers of the outsourced agencies and their staff must be published.
The outsourced agency must have a clean record; the service provider must have a written agreement with the agency and penalties defined for contravention of the recovery policy. There should also be a mechanism for continuous monitoring of the agency. The agency staff should not have any criminal background.
Procedures and conduct norms for agents
Agents must have photo identity cards.
Agents must not misrepresent themselves as lawyers, policemen, etc., and must not act as legal representatives of operators.
Agents must follow a behavioural code of conduct while undertaking collections.
Agents cannot threaten or criminally intimidate the customer.
They can call/visit user premises from 8 a.m. to 9 p.m., else with appointment.
