This internal document outlines the process for issuing legal notices to delinquent customers of the Bank. It details the steps for processing dunning letters, demand legal notices, and loan recall notices on a monthly basis. Key steps include identifying cases for notices based on delinquency period, excluding certain case types, mapping customer addresses, segregating cases by portfolio, merging notices, printing, and dispatching notices. Approvals are required from heads of legal, collections or customer care for any deviations from the standard process.

1. Internal document
Details:
Process Legal Communications
Date 13/08/2019
Version VER 2/Legal Communications/0819
Product All Products under Retail
Scope: Broadly define guidelines for Processing, Printing & Issuance of Legal Notices to
delinquent customers of the Bank. Earlier this process was manual but have got automated on
Excel Macros from Aug’18 onwards.
Dunning & DLN Data Processing & Notice Issuance:
Sr.
No
Process Steps FPR
Tentative
TAT *
1
Month end DPD to be taken as base file.
(Post Payment updation confirmation from PCT, data
processing is started)
Analytics/BDTS T
2
Below mentioned type of cases, as per Exclusion master,
to be excluded from the base file:
 Escalated Cases
 Death Cases, Accident Cases, etc.
 Repo Cases
 Legal Filed Cases
 Settlement Cases
 Payment updation in process
 Cases above 60 DPD
 Zero DPD Cases
 Cases with amount less than Rs.100/-
 Any other type of case on which communication
is not required to be sent.
PMT T+1
3
Dunning & DLN cases to be identified and flagged based
on below mentioned criteria-
1. 01 to 30 DPD cases as per month end dump to be
considered for issuance of Dunning.
2. 31 to 60 DPD cases as per month end dump to be
considered for issuance of DLN.
PMT T+1
4
Addresses to be mapped against all the Cases from “Cust
details” file.
Only correspondence address of the customer to be
considered. Alternate address to be considered only if
correspondence address is not available.
PMT T+1

2. Internal document
5
Cases identified for Dunning & DLN to be taken in
separate sheets.
PMT T+1
6
Based on Cust ID & Group product combo, summation of
the notice amount to be done and duplicate cases as per
the combo to be excluded from base data.
PMT T+1
7
Mail merging of both Dunning & DLN to be done
separately.
PMT T+1
8 Final merged PDFs to be checked on sample basis. PMT T+1
9
Post checking, Dunning Letters to be printed and
dispatched.
Password protected PDF to be shared with Advocate for
dispatch of DLN to customer on advocate’s letter head.
Advocate needs to provide confirmation to PMT post-
dispatch of the notices.
PMT
T+3
(Dunning)
/
T+4
(DLN)
10
All the exclusions made at the time of data processing to
be highlighted to NCL or CH or CCC Head.
PMT T+40
LRN Data Processing & Notice Issuance:
Sr.
No
Process Steps FPR
Tentative
TAT *
1
Month end DPD to be taken as base file.
(Post Payment updation confirmation from PCT, data
processing is started)
BDTS T
3
Below mentioned type of cases, as per Exclusion master, to be
excluded from the base file:
 Escalated Cases
 Death Cases, Accident Cases, etc.
 Cancellation cases
 Repo Cases
 Legal Filed Cases
 Settlement Cases
 Payment updation in process
 Cases below 60 DPD
 Zero DPD Cases
 Cases with amount less than Rs.100/-
 Any other type of case on which communication is not
required to be sent.
(PCL/CCL/CP to share Loan Cancellation & Death
cases, if any, proactively for exclusion by 2nd of every
month)
PMT T+1
4
Other relationships of CVL/UCV products with DPD less than
60 to be included in base data based on Cust ID.
PMT T+1
5
Portfolio wise segregation of cases to be done as per below
mentioned logic-
1. Asset Cases (CVL, UCV, CEL, UCE, TWL, etc.)
2. Mortgage Cases (HLN, MOR, AFHL, BHL, etc.)
PMT T+4

3. Internal document
3. Unsecured Cases (PLN, SPL, etc.)
4. DOD (LAP DOD, CVL DOD, etc.)
6
Addresses of all the parties in the loan (Applicant, Co-Applicant
and Guarantor) to be mapped against all the Cases from “Cust
details” & “Co-Applicant-Guarantor” dump.
1. Correspondence address
2. Alternate address
3. Business/Office address
4. Any additional address (if any)
PMT T+4
7
Portfolio wise data to be taken in separate sheets for mail
merging.
PMT T+4
8 Final notices to be merged in respective drafts. PMT T+5
9 PDFs to be checked on sample basis. PMT T+5
10 Post checking, printing of LRN to be done. PMT T+6
11
LRN to be dispatched on all the available addresses of Applicant,
Co-applicant & Guarantor.
PMT T+7
12
Filing of proof of Dispatch, Online tracking screenshot & notice
soft copy to be done.
PMT T+15
13
All the exclusions made at the time of data processing to be
highlighted to NCL or CH or CCC Head.
PMT T+40
Enclosures:
Annexure-1: Dunning Letter
Annexure-2: Demand Legal Notice
Annexure-3: Loan recall Notice for All Assets & Equipment
Annexure-4: Loan recall Notice for All Property & Mortgages
Annexure-5: Loan recall Notice for All Unsecured Loans
Deviation Approving Authority
Approval for not sending LRN on eligible cases NCL or CH or CCC Head
Approval for sending Notices on non-eligible
cases (LRN on lower DPD cases etc.)
NCL or CH or CCC Head
Any kind of approval/deviation approval related
to Customer Communication process.
NCL or CH or CCC Head