Bharat Social Finance Corporation (BSFC) is committed to maintaining ethical, lawful, respectful, transparent, and responsible recovery and collection practices across all financial assistance programs, Self Help Group (SHG) initiatives, livelihood development activities, rural financial inclusion services, and operational interactions. This Recovery & Collection Policy establishes the principles, procedures, standards, and operational expectations governing repayment follow-up activities, financial recovery processes, customer engagement practices, and collection-related communication associated with BSFC services.
The purpose of this Policy is to ensure that recovery and collection activities are conducted fairly, professionally, responsibly, and with due respect for customer dignity, community relationships, financial challenges, and lawful operational standards. BSFC recognizes that responsible repayment practices are important for maintaining sustainable financial inclusion systems, protecting community trust, supporting operational continuity, and encouraging long-term financial discipline among customers and SHG participants.
Customers, SHG members, beneficiaries, applicants, entrepreneurs, and participants receiving financial assistance from BSFC are expected to honor repayment obligations, financial commitments, operational agreements, applicable charges, and contractual responsibilities in accordance with agreed repayment schedules, loan terms, operational conditions, and lawful financial obligations accepted during the financial assistance process.
BSFC shall make reasonable efforts to communicate repayment obligations, due dates, installment schedules, applicable charges, payment methods, operational procedures, and customer responsibilities through available communication channels including customer agreements, repayment notices, digital platforms, SMS, email, customer support systems, operational representatives, field visits, or authorized communication methods.
BSFC encourages customers experiencing temporary financial hardship, livelihood disruption, operational difficulties, repayment challenges, medical emergencies, business setbacks, or unforeseen financial stress to communicate proactively with BSFC through official customer support channels for operational review, repayment clarification, or lawful assistance where reasonably possible. However, repayment obligations and contractual liabilities shall continue to apply unless otherwise expressly approved by BSFC in writing in accordance with applicable operational standards and lawful requirements.
All repayment follow-up activities, collection communication, field interactions, operational visits, customer engagement, SHG coordination, and financial recovery processes conducted by BSFC employees, field officers, operational representatives, collection personnel, consultants, vendors, or associated service providers shall be carried out respectfully, ethically, professionally, lawfully, and without discrimination.
BSFC strictly prohibits harassment, intimidation, threats, coercion, abusive language, public humiliation, unauthorized pressure tactics, physical intimidation, misleading communication, unlawful collection behavior, social embarrassment, interference with customer privacy, or unethical operational conduct during repayment follow-up or collection-related activities.
Employees, field officers, operational representatives, and associated personnel engaged in repayment communication or financial recovery activities are expected to identify themselves appropriately and communicate clearly regarding repayment obligations, outstanding amounts, due dates, operational procedures, available communication channels, and lawful customer responsibilities.
BSFC shall not authorize any individual or representative to demand unauthorized cash payments, personal transfers, unofficial commissions, gifts, favors, or unlawful financial benefits in connection with repayment settlement, recovery activity, loan closure, operational assistance, or customer support services. Customers are advised to make payments only through officially authorized channels and to retain payment receipts, transaction records, and repayment acknowledgements for operational reference purposes.
BSFC may engage authorized third-party collection agencies, operational vendors, field representatives, legal advisors, consultants, banking institutions, or recovery support service providers for lawful repayment follow-up activities, operational support, field verification, financial recovery assistance, or compliance purposes. Such entities shall be expected to follow ethical operational standards, lawful recovery practices, customer dignity protections, and applicable BSFC operational policies.
Recovery-related communication may be conducted through lawful channels including phone calls, SMS, email communication, written notices, digital platforms, customer support systems, field visits, operational communication methods, or legally permissible communication mechanisms. Communication frequency, operational engagement, and collection activity shall aim to remain reasonable, professional, and proportionate to operational requirements.
BSFC reserves the right to initiate lawful recovery proceedings, operational restrictions, repayment reminders, legal notices, financial recovery actions, operational reviews, account suspension, settlement discussions, or other lawful measures where repayment obligations remain overdue, unresolved, disputed, intentionally avoided, fraudulently delayed, or otherwise non-compliant with applicable agreements and financial commitments.
In situations involving fraud, forged documentation, deliberate repayment evasion, identity misrepresentation, financial misconduct, unlawful activity, operational abuse, or suspicious financial behavior, BSFC reserves the right to report such matters to authorized authorities, credit bureaus, financial institutions, legal agencies, regulatory bodies, or law enforcement authorities in accordance with applicable laws and operational obligations.
Customers acknowledge that delayed repayment, default, unresolved financial obligations, operational non-compliance, or collection-related disputes may affect future financial eligibility, credit assessment outcomes, operational participation opportunities, SHG engagement status, or access to future financial services.
BSFC encourages respectful cooperation between customers, SHG members, operational representatives, and customer support systems during repayment discussions, operational review procedures, financial clarification processes, grievance handling activities, and lawful recovery interactions.
Customers who believe that repayment communication, collection conduct, operational behavior, or recovery-related interaction has violated applicable ethical standards or BSFC operational policies may raise grievances through official customer support or grievance redressal mechanisms for review and appropriate operational action.
BSFC reserves the right to amend, revise, update, replace, suspend, or modify this Recovery & Collection Policy periodically in response to legal developments, operational changes, regulatory expectations, financial sector standards, technology updates, organizational improvements, or customer protection requirements. Updated versions shall become effective upon publication through official BSFC communication channels unless otherwise required under applicable law.
This Recovery & Collection Policy shall be governed and interpreted in accordance with the laws of India. Any disputes arising in connection with repayment obligations, operational recovery activities, customer communication, financial collection procedures, or related operational matters shall be subject to the jurisdiction of competent courts located within the jurisdiction of BSFC’s registered office, subject to applicable legal provisions.
For repayment assistance, grievance reporting, operational clarification, customer support, or recovery-related inquiries, users may contact:
Bharat Social Finance Corporation (BSFC)
Customer Support & Privacy Department
Email: grievencescare@bsfcindia.org
Support Email: support@bsfcindia.org
Customer Support: 1169268704
Head Office: New Delhi, India
By accessing or using BSFC services, financial programs, SHG initiatives, repayment systems, customer support channels, or operational platforms, users acknowledge that they have read, understood, and agreed to this Recovery & Collection Policy.
