Compliance & process
RBI-aligned conduct. Documented always.
DRA-certified field officers, police-verified staff, 100% recorded calls and a 24-hour grievance commitment.
Compliance framework
RBI compliant. Process driven.
Compliance is not a department at OM Management. It is how every call is made, every visit is logged and every rupee is received.
100% DRA certification
IIBF DRA certification is mandatory for every field officer before deployment.
Police verification & KYC
Every employee is police-verified and KYC-checked, with records available for lender audit.
Strict code of conduct
No harassment, no abusive language and no misrepresentation. Breaches lead to immediate action.
100% call recording
Every tele-calling interaction is recorded for quality audits and dispute resolution.
24-hour grievance resolution
A customer grievance escalation matrix with resolution within 24 hours.
NDA & data security
Secure SFTP/CRM intake, role-based access and a complete audit trail.
Code of conduct
What our teams always and never do
Always
- Carry company ID and the lender’s authorisation letter
- Contact customers only between 8:00 am and 7:00 pm, as per RBI guidelines
- Speak politely in the customer’s language, and respect privacy
- Collect payment only through client-authorised modes (UPI, link, QR)
- Record every call and geo-tag every visit
Never
- Harass, threaten or intimidate customers or their families
- Use abusive or humiliating language
- Misrepresent identity, dues or legal consequences
- Accept cash outside authorised modes or without a receipt
- Disclose customer information to third parties
Standard collection process
Five steps, zero shortcuts
Secure data intake
Allocation files arrive over SFTP or CRM under NDA. Access is role-based and every touch is logged in the audit trail.
Validation & allocation in 24 hours
Data is cleaned, validated and allocated pin-code-wise to the right tele-caller and field officer, with 98% allocation adherence inside 24 hours.
Contact: calls + GPS-evidenced visits
Recorded tele-calling followed by physical field visits, with GPS check-in and check-out, customer photo and visit notes on every attempt.
Payment only via authorised modes
Customers pay only through client-authorised channels such as UPI, payment link or QR, and receipts are uploaded and verified the same day.
Daily MIS & weekly review
Daily MIS is shared with the client, receipts are reconciled and a weekly review meeting keeps strategy and conduct on track.
Grievance redressal
Raised today. Resolved within 24 hours.
If you are a customer and have a concern about how one of our representatives contacted you, tell us. Every grievance is logged, escalated and resolved within 24 hours.
You can also reach us on +91 9044 757575.
Register a grievance
Your details are used only to resolve this grievance.