Note the following important points:

• Non-payment of dues may impact your credit history, since the payment details are shared with Credit Bureaus
• Verify the identity of the agent visiting you, before making the payment
• The collection agents are authorised only to collect payments and are not authorised to negotiate or promise you any waiver. Please approach ICICI Bank employees for the settlement of your Account and ensure that a Settlement Letter has been issued to you when making a payment.

Code of Conduct

The borrower would be contacted at the place of his / her choice and in the absence of any specified place, at the place of his / her residence and if unavailable at his / her residence, at the place of his / her business / occupation

• The identity and authority of the persons authorised to represent the Bank for follow-up and recovery of dues would be made known to the borrowers at the first instance. Once the loan turns delinquent and the recovery agent has been assigned to the borrower for the collection of dues, the particulars of such recovery agent assigned are communicated to the borrower through e-mail / SMS / letter, before the recovery agent contacts the borrower for the collection of dues. The Bank staff or any person authorised to represent the Bank with respect to collection of dues and / or security repossession will identify himself / herself and display the ID Card issued by the Bank. Additionally, the Bank will provide the assigned agent, a copy of the intimation notice sent to the borrower, which can be displayed on demand to the borrower
• The Bank will respect the privacy of its borrower
• The Bank is committed to ensure that all written and verbal communication with the borrowers will be in simple business language and the Bank will adopt civil manners to interact with the borrowers
• Normally the Bank’s representatives will contact the borrower between 08:00 a.m. and 07:00 p.m. unless any special circumstance of the borrower’s business or occupation requires the Bank to contact the borrower at a different time
• The borrower’s request to avoid calls at a particular time or at a particular place will be honoured as far as possible

• The Bank will document the efforts made for the recovery of dues and the communication copies sent to borrowers, if any, will be kept on record
• Assistance will be provided to resolve any disputes or differences regarding the dues in a mutually acceptable and orderly manner
• Death in the family or other such difficult situations will be avoided when making calls / visits to collect dues
• The Bank will also adhere to the existing regulatory guidelines on Fair Practices Code for Lenders, Outsourcing of Financial Services, Code of Bank's Commitment to Customers and Recovery Agents engaged by the Bank.