Important : Loans originated, booked and serviced by Aditya Birla Housing Finance Limited and all loans at the sole discretion of Aditya Birla Housing Finance Limited.

Fair Practices Code

4.3 Privacy and Confidentiality

We will treat all your personal information as private and confidential [even when you are no longer a customer], and will be guided by the following principles and policies. We will not reveal information or data relating to customer's accounts, whether provided by customer or otherwise, to anyone, including other companies/ entities in our group, other than in the following exceptional cases:

  1. If we have to give the information by law;
  2. If there is a duty towards the public to reveal the information;
  3. If our interests require us to give the information (for example, to prevent fraud) but we will not use this as a reason for giving information about customer or customer accounts (including name and address) to anyone else, including other companies in our group for marketing purposes;
  4. If customer ask us to reveal the information, or if we have customer's permission;
  5. If we are asked to give a reference about customer, we will need customer's consent before we give it;
  6. Customer will be informed the extent of the rights under the existing legal framework for accessing the personal records that ABHFL holds about the customer
  7. We will not use customer's personal information for marketing purposes unless customer provides consent for the same.
4.4 Credit Reference Agencies
  1. When Customer opens an account, we will tell when we may pass the account details to credit reference agencies and the checks we may make with them.
  2. We will give information to credit reference agencies about the personal debts Customer owe us if:
    1. The Customer has fallen behind with the payments;
    2. The amount owed is not in dispute; and
    3. Customers have not made proposals that we are satisfied with for repaying your debt, following our formal demand.
  3. We will give credit reference agencies other information about the day-to-day running of your account if customer has given us permission to do so.
  4. In these cases, we may intimate customer in writing that we plan to give information about the debts Customers owe to us to credit reference agencies. At that time we will explain to customer the role of credit reference agencies and the effect of the information we provide can have on customer's ability to get credit.
  5. We will provide Customers a copy of the information that we have given to the credit reference agencies, or provide their leaflets that explain how credit referencing works, if so demanded.
4.5 Collection of Dues

4.5.1 Whenever we give loans, we will explain to customer the repayment process by way of amount, tenure and periodicity of repayment. However if customer does not adhere to repayment schedule, a defined process in accordance with the laws of the land will be followed for recovery of dues. The process will involve reminding customer by sending notices or by making personal visits and/ or possession of security if any.

4.5.2 Our collection policy is built on courtesy, fair treatment and persuasion. We believe in fostering customer confidence and long-term relationship. Our staff or any person authorized to represent us in collection of dues or / and security repossession will identify himself / herself and display the authority letter issued by us and upon request display to customer his/ her identity card issued by us or under our authority. We will provide customer with all the information regarding dues and will endeavor to give sufficient notice for payment of dues.

4.5.3 All the members of the staff or any person authorized to represent us in collection or/ and security repossession would follow the guidelines set out below:

  1. Customers would be contacted ordinarily at the place of their choice and in the absence of any specified place, at the place of their residence and if unavailable, at the place of business/occupation.
  2. Identity and authority to represent would be made known to Customers at the first instance.
  3. Customer's privacy would be respected.
  4. Professional and formal language will be used in all interactions with the customers.
  5. Decency and decorum to be maintained during visits to customers' place.
  6. Normally, our representatives will contact Customers between 0700 hours and 1900 hours, unless the special circumstances of your business or occupation demands otherwise.
  7. Requests to avoid calls at a particular time or at a particular place would be honoured as far as possible.
  8. We will document the efforts made for recovery of dues and the copies of communications sent to you would be kept on record.
  9. All assistance would be given to resolve disputes or differences regarding dues in a mutually acceptable and in an orderly manner.
  10. Inappropriate occasions such as bereavement in the family or such other calamitous occasions would be avoided for making calls/visits to collect dues.

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