Collections Code
of Conduct.

The following code applies to employees of Aida Microfinance Bank Limited and third-party agencies collecting AidaCredit loans on our behalf.

1. Debt Collection Communication Standards

1.1 Contact Hours

Contact borrowers only at reasonable times. Debt collection contacts late at night or early in the morning are strictly prohibited.

1.2 Contact Frequency

Maintain a reasonable frequency of contact. High-frequency, repeated calls in rapid succession are strictly prohibited. If a borrower clearly states that they are in a meeting or unable to answer the phone, collection agents must not repeatedly call back without restraint.

1.3 Identity Disclosure

When contacting customers, collection agents must identify themselves and state the purpose of the contact.

1.4 Emergency Contact Restrictions

Do not call borrowers' relatives, colleagues, employers, or other contacts to exert pressure. Calls to contacts authorized by the borrower must be limited to confirming the borrower's whereabouts or verifying their contact details.

1.5 Repayment Reminder Restrictions

Before the due date, use SMS and AI-based methods as the primary reminder channels and maintain a reasonable contact frequency. For customers who receive manual reminders, collection agents must strictly refrain from exerting pressure during the reminder process.

1.6 Tone and Language

Use polite, professional, and clear language. Insults, threats, intimidation, and discriminatory language are prohibited.

1.7 Accuracy of Information

Information given to borrowers about amounts owed, overdue status, and repayment methods must be accurate. False or misleading statements are prohibited.

2. Prohibited Conduct

During debt collection, the company, its employees, and third-party collection agencies are strictly prohibited from engaging in the following conduct:

2.1 Harassment and Intimidation

Insulting or cursing borrowers, threatening their personal safety, threatening arrest, or threatening to damage their reputation during calls is strictly prohibited.

2.2 Public Shaming and Defamation

Disclosing borrowers' outstanding debt on social media or any public channel, posting their photos or personal information, or creating or distributing derogatory content about them is prohibited.

2.3 Unauthorized Access to and Misuse of Data

Do not access or use personal data unrelated to the lending business, such as borrowers' photos. Do not transfer, sell, or share borrowers' data with any third party without authorization.

2.4 False or Misleading Statements

Do not pressure borrowers through fraudulent practices such as fake lawsuits, fake complaints or indictments, or misrepresenting penalty interest or late fees.

2.5 Concealment and Deception

Do not conceal the actual amount owed or repayment arrangements in a way that induces borrowers to make incorrect decisions.

3. Compliance Management

3.1 Compliance Training

All employees receive compliance training upon joining the company and must pass an assessment before they may officially begin their work.

3.2 Monitoring and Management

Employees work at designated workplaces equipped with comprehensive monitoring facilities. Dedicated personnel also conduct on-site inspections every day.

3.3 Measures for Violations

Violating employees and partner institutions will be subject to a comprehensive investigation. Violations will be assessed and the relevant employees or institutions will be held accountable. Measures may include, but are not limited to, warning letters, fines, and termination of employment or cooperation.