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DSA Code of Conduct – ReaLoan

DSA Code of Conduct – ReaLoan

Last Updated: 22 Nov 2025

ReaLoan operates as a Direct Selling Agent (DSA) / Channel Partner for Banks, NBFCs, and Private Lenders. This DSA Code of Conduct defines the professional, ethical, and legal standards we follow in our interactions with customers and lenders.

The purpose of this Code is to ensure transparency, fairness, regulatory compliance, and responsible customer service in accordance with industry norms & RBI guidelines.

1. Professional and Ethical Conduct

ReaLoan and its representatives agree to:

  • Conduct all operations professionally, honestly, and respectfully.

  • Avoid misrepresentation, false commitments, or misleading information.

  • Maintain high standards of integrity in every communication.

  • Avoid any behaviour that may harm the reputation of lenders or customers.

2. Transparency in Product Information

ReaLoan will:

  • Provide accurate information about loan products, eligibility, interest rates, and charges.

  • Never guarantee loan approval, disbursal, or interest rates.

  • Clearly state that the lender makes the final decision based on credit evaluation.

  • Explain required documents, processing timelines, and applicable charges as per lender guidelines.

3. Responsible Communication

ReaLoan ensures that:

  • Customers are contacted only during reasonable working hours.

  • No abusive, threatening, or harassing language is used.

  • No repeated or excessive calls/messages are made.

  • No pressure is applied to take a loan.

All customer interactions must be polite, transparent, and respectful.

4. Privacy and Data Protection

ReaLoan complies with strict confidentiality rules:

  • Customer information is collected only for loan processing.

  • Data is shared only with the authorised lender.

  • No personal details are sold or misused.

  • Documents are handled securely and stored safely.

This follows Indian IT Act, 2000 and partner NBFC data-security protocols.

5. No Forgery or Misrepresentation

ReaLoan strictly prohibits:

  • Submission of fake documents or altered bank statements

  • Manipulation of income proofs, ITRs, or CIBIL reports

  • Misleading the customer about loan terms

  • Hiding important terms like processing fees, foreclosure charges, etc.

Any violation leads to immediate termination of DSA privileges.

6. Customer Interest Protection

ReaLoan ensures customers:

  • Are treated fairly and respectfully

  • Receive complete and clear information

  • Have the right to choose their lender

  • Are not misled about their eligibility or loan offer

  • Can file a complaint without fear of retaliation

7. Prohibition of Unfair Practices

ReaLoan representatives will NOT:

  • Collect money on behalf of lenders (unless officially authorised)

  • Provide handwritten or unofficial receipts

  • Offer cashbacks, commissions, or incentives without lender approval

  • Promise quick disbursal without lender confirmation

  • Advise customers to hide liabilities, manipulate documents, or inflate income

8. Accurate Submission of Loan Files

ReaLoan ensures:

  • All documents submitted to lenders are original copies or customer-provided scanned copies.

  • No documents are edited, forged, or fabricated.

  • Applications are submitted honestly as received.

  • Any missing or unclear information is informed to the customer.

9. Compliance with Lender Policies

ReaLoan follows:

  • Each lender’s DSA agreement

  • RBI Fair Practices Code

  • KYC/AML guidelines

  • Data privacy norms and code of ethics

We will cooperate fully with lenders for audits, compliance checks, and documentation processes.

10. Collection & Recovery Restrictions

Since ReaLoan is not a lender, we:

  • Do not collect EMIs or dues from customers.

  • Do not act as recovery agents.

  • Do not visit customers for collection purposes.

All recovery activities are handled exclusively by the lender as per RBI regulations.

11. Avoiding Conflict of Interest

ReaLoan shall:

  • Disclose any potential conflict of interest to the lender.

  • Ensure that customer interests are not compromised.

  • Not collaborate with unregistered or unlicensed money lenders.

12. Grievance Handling

ReaLoan will:

  • Provide customers with a proper grievance redressal mechanism.

  • Respond to complaints within the prescribed timelines.

  • Escalate unresolved matters to lender grievance teams if needed.

(Grievance Redressal details are covered in a separate page on your site.)

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