Ethical Recovery Charter | Collection Africa

What we will always do

Identify ourselves by name, and identify Collection Africa and the creditor we act for.
State the balance, what it relates to, and how it was calculated, in writing on request.
Listen to the debtor's circumstances before proposing an arrangement.
Put every agreed arrangement in writing, with dates and amounts.
Pause collection on an account where a genuine dispute is raised, until it is resolved.
Log every contact accurately on the day it happens.
Confirm settlement in writing once an account is cleared.

What we will never do

Threaten arrest or criminal prosecution over a civil debt.
Present ourselves as police, court officials or auctioneers.
Disclose a debt to an employer, family member, neighbour or any third party.
Use abusive language, threats, intimidation or any form of violence.
Contact a debtor outside reasonable hours, or with a volume of contact amounting to harassment.
Seize or threaten to seize property without a court order executed by a licensed auctioneer.
Misstate a balance, add unauthorised charges, or collect on a debt we know to be disputed or time-barred.
Ask for payment into a personal account. All payments go to the creditor's or Collection Africa's official accounts.

If a collector has to break a rule to recover an account, the account was not going to be recovered lawfully in the first place.

How we handle your data

We act as a data processor on behalf of the creditor who instructs us, under the Data Protection Act, 2019. We process only the data needed to recover the account, hold it only for as long as the engagement and any agreed retention period require, and never sell or share it for marketing. Full detail is in our privacy policy.

If we get it wrong

Tell us. Email info@collectionafrica.co.ke or call +254 116 028 888 with the account reference and what happened. We will acknowledge within two working days, pause collection on the account while we investigate, and give you a written outcome.

If you are not satisfied with our response, you may complain to the creditor directly, or to the Office of the Data Protection Commissioner where the matter concerns your personal data.

Vulnerability

Where a debtor discloses serious illness, bereavement, disability or another circumstance that materially affects their ability to engage, the account is flagged, routine collection activity stops, and the matter is referred back to the creditor with a recommendation. We do not press vulnerable debtors.