Company: Excel One Stop Solution Pvt. Ltd. (A2Z Suvidhaa)
1. Objective
The objective of this BC Agent Oversight Policy is to establish a framework for monitoring the performance of Business Correspondent (BC) agents to ensure compliance, operational efficiency, and integrity in delivering financial and travel services through the A2Z Suvidhaa platform.
2. Scope
This policy applies to all BC agents engaged with A2Z Suvidhaa, including those providing services such as UPI transfers, bill payments, cash withdrawals, recharges, and travel bookings (e.g., IRCTC tickets, flight bookings).
3. Performance Monitoring Process
3.1 Daily Performance Review
At the end of each business day, the Operations Team will conduct a performance review of all BC agents using transaction data from the A2Z Suvidhaa portal.
Key Metrics:
Transaction volume and value
Number of successful vs. failed transactions
Customer feedback or complaints logged via the Grievance Redressal Process
3.2 Misconduct and Fraud Detection
The Operations Team will check for any reported or escalated misconduct, including but not limited to:
Non-compliance with A2Z Suvidhaa’s Terms & Conditions (e.g., unauthorized transactions).
Customer complaints regarding agent behavior or service quality.
Fraud activity will be monitored by flagging:
Unusual transaction patterns (e.g., multiple high-value transactions in a short period).
Reports of suspicious activities escalated through the Grievance Redressal Process or directly to the Operations Team.
• Any misconduct or fraud detected will be documented and escalated to the compliance officer within 24 hours for further investigation.
3.3 Reporting and Escalation
Daily performance reports will be compiled and stored in the A2Z Suvidhaa database for review.
If misconduct or fraud is confirmed, the agent will be notified, and corrective actions (e.g., retraining, suspension) will be taken as per the Terms & Conditions.
4. Compliance
BC agents are required to adhere to all policies, including the AML/KYC Policy (to be developed), to prevent fraud and ensure regulatory compliance.
Non-compliance will result in disciplinary action, up to and including termination of the BC agreement.
5. Records
Performance data, misconduct reports, and fraud investigation records will be retained for 5 years, in line with RBI guidelines and the Privacy Policy’s data retention period.
6. Communication
This policy will be communicated to all BC agents during onboarding and via the A2Z Suvidhaa portal. Updates will be shared through email and the website (https://a2zsuvidhaa.com).