Compliance & Ethics

Adherence to RBI guidelines and ethical recovery practices

Compliance Documentation

Regulatory Compliance Statement

ORVIXA GROUP operates in strict compliance with the Reserve Bank of India's Fair Practices Code for lenders, banking regulations, and all applicable laws governing asset recovery in India. Our operations are designed to meet the compliance requirements of public sector banks and maintain the highest standards of ethical conduct.

RBI Fair Practices Code Adherence

Our commitment to ethical recovery practices as per RBI guidelines

Customer Contact Protocols

Customer Contact Protocols

  • Contact only during prescribed hours (7:00 AM to 7:00 PM)
  • Respect for customer's preferred communication channels
  • No harassment, intimidation, or abusive language
  • Clear identification of recovery agents at all times
Documentation Standards

Documentation Standards

  • Complete audit trail of all recovery interactions
  • Proper documentation of settlements and agreements
  • Confidential handling of customer information
  • Regular compliance reporting to client banks
Ethical Recovery Practices

Ethical Recovery Practices

  • Respect for customer dignity in all interactions
  • Transparent communication about outstanding amounts
  • Reasonable settlement options and payment plans
  • Grievance redressal mechanism for customers
Legal Compliance

Legal Compliance

  • Adherence to SARFAESI Act procedures
  • Compliance with court orders and legal requirements
  • Proper notice periods and legal documentation
  • Coordination with bank-appointed legal counsel

Data Privacy & Confidentiality

Secure handling of sensitive banking and customer information

Information Security

Information Security

Secure storage and restricted access to customer data with encrypted databases and access controls

Confidentiality Agreements

Confidentiality Agreements

All employees sign comprehensive confidentiality agreements with strict non-disclosure clauses

Data Handling Protocols

Data Handling Protocols

Standard operating procedures for data collection, storage, sharing, and destruction

Bank Data Protection

Bank Data Protection

Segregated handling of bank client information with additional security protocols

Staff Verification & Training

Rigorous screening and continuous training of recovery personnel

Staff Training Session

Verification Process

1

Background Verification

Comprehensive police verification and reference checks

2

Documentation

Collection and verification of identity proofs, address proofs, and photographs

3

Bank Registration

Registration with client banks and issuance of identity cards

Training Program

Training Program

  • RBI Fair Practices Code training
  • Ethical recovery techniques
  • Customer communication skills
  • Legal documentation awareness
  • Data privacy protocols
  • Monthly refresher sessions

SOP-Based Operations

Standardized processes for consistent and compliant service delivery

Documented Procedures

Documented Procedures

Comprehensive standard operating procedures covering all recovery activities, customer interactions, and reporting requirements.

Quality Audits

Quality Audits

Regular internal audits and quality checks to ensure adherence to SOPs and identify areas for improvement.

Continuous Improvement

Continuous Improvement

Regular review and updating of SOPs based on regulatory changes, client feedback, and operational experience.

Compliance Monitoring

Compliance Monitoring

Ongoing monitoring of recovery activities against established SOPs and regulatory requirements.

Grievance Redressal Mechanism

Transparent process for addressing customer concerns

Grievance Redressal Process

Redressal Process

Complaint Registration

Customers can register complaints via email, phone, or written communication

Investigation

Designated officer investigates complaints within 7 working days

Resolution

Appropriate action taken and response communicated within 15 working days

Escalation

Unresolved issues can be escalated to bank's grievance redressal officer

Grievance Contact

Grievance Contact

grievance@orvixagroup.com

+91-XXXXXXXXXX (10:00 AM to 5:00 PM)

Designated Grievance Redressal Officer

Our Compliance Commitment

ORVIXA GROUP is committed to maintaining the highest standards of regulatory compliance and ethical conduct in all our recovery activities. We believe that ethical recovery practices not only protect customer rights but also enhance long-term recovery outcomes for banking institutions.

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