This End User Policy ("Policy") outlines the responsibilities, permitted uses, and expected standards for all users of MidaCollect and MidaOmni ("Platform"). This applies to:
- Employees of lender companies using Mida to manage their collections and recovery operations
- Customers of lender companies using Mida to view and repay their loans with the lenders
- Mida support and technical teams
- Mida tele-collection agents
- Mida field recovery staff
By accessing or using the Platform, you agree to the terms of this Policy and any other applicable agreements.
1. Purpose of Use
The Platform is provided for the sole purpose of managing, supporting, and executing loan collection and recovery operations. It must be used only for work-related activities within the scope of your role and assigned responsibilities.
2. User Access & Accountability
All users are granted role-based access. Users must:
- Use only their assigned login credentials
- Maintain the confidentiality of passwords and platform data
- Log out from shared or public devices after each session
- Refrain from sharing accounts, data, or system access with unauthorized individuals
3. Role-Specific Responsibilities
a. Lender Employees
- Input accurate loan account details, assign cases, and monitor performance
- Use reports and dashboards for performance insights and strategy alignment
- Ensure borrower data is uploaded and processed in compliance with data protection regulations
b. Mida Support & Tech Staff
- Provide timely technical and operational support
- Maintain data integrity and resolve system issues with minimal disruption
- Avoid accessing client-specific data unless required for support tasks and with proper authorization
c. Mida Tele-Collectors
- Contact debtors using assigned scripts and strategies
- Record call outcomes and borrower commitments truthfully
- Maintain professionalism, respect, and discretion in all communication
d. Mida Field Recovery Agents
- Visit assigned borrowers physically, follow prescribed engagement scripts, and submit field reports
- Avoid any form of physical intimidation, threats, or unlawful recovery methods
- Use the Mida mobile app to capture accurate location and interaction data
4. Prohibited Activities
Users must NOT:
- Alter or manipulate case records or repayment history
- Contact borrowers outside approved channels or hours
- Use platform data for personal or external business purposes
- Bypass assigned strategies or escalate cases without approval
- Upload or transmit malicious software or unauthorised files
5. Data Protection & Confidentiality
Users must:
- Handle all borrower, lender, and platform data as confidential
- Not disclose or reuse data outside their designated role
- Report suspected data leaks or breaches immediately to the Mida Compliance Team
6. Device & System Security
All users must:
- Use only approved or secured devices to access the Platform
- Enable device locks (PIN/password/biometric)
- Avoid installing third-party apps that could compromise data security
7. Monitoring & Performance
- All activities on the Platform are logged and monitored
- Performance is assessed using platform-based metrics (e.g., call logs, field visits, recovery rates)
- Consistent underperformance, policy violations, or abuse of access may result in suspension or termination
8. Termination of Access
Mida reserves the right to revoke or restrict access to any user if:
- The user is found to be in violation of this policy
- The user's contract or affiliation with Mida or the lender ends
- There is a risk to data integrity, operations, or borrower welfare
9. Policy Updates
Mida may update this Policy at any time. Continued use of the Platform after updates constitutes your acceptance of the revised Policy.