Debt Collections Position Statement
1. Purpose
The purpose of this policy is to outline Qatar Islamic Bank (QIB)’s approach to managing overdue obligations
in a fair, responsible and Shari’ah-compliant manner. It describes how the bank conducts debt-collection
activities while protecting customer rights, meeting the requirements of Qatar Central Bank, and maintaining
the standards of ethical conduct and consumer financial protection expected from a leading Islamic financial
institution.
2. Scope
This policy applies to all debt-collection activities undertaken by QIB for its retail and corporate financing
products. It also applies to authorised external collection agencies acting on behalf of the bank.
3. Principles
QIB applies the principles of fairness, transparency, respect, and professional conduct in its engagement
with customers who fall behind on payments. All interactions are guided by Shari’ah requirements, relevant
QCB regulations and the bank’s internal rules. Customer information is handled confidentially in accordance
with Law 13 of 2016 concerning personal data privacy. The bank acts in accordance with responsible-finance
practices that aim to safeguard customer wellbeing and promote informed financial decision-making.
4. Regulatory compliance
QIB conducts debt-collection activities in line with the regulatory framework governing financial institutions
in Qatar. This includes instructions issued by Qatar Central Bank on ethical collection practices, QCB Consumer
Protection Regulations, QCB circulars relating to communication standards and customer rights, and the
requirements set by the bank’s Shari’ah Supervisory Board. The bank also follows Law 13 of 2016 concerning
the protection of personal data and the provisions of the Civil and Commercial Code of Procedure that regulate
the initiation of legal proceedings. These laws and regulations set the boundaries for customer communication,
confidentiality, dispute handling and escalation through legal channels.
5. Debt collection process
QIB engages with customers at an early stage when payment delays occur. The bank seeks to understand the
customer’s situation and, where appropriate, offers options that may help the customer regularise their
payments in a manner consistent with Shari’ah principles and QCB rules. Communication with customers must
be courteous and transparent, providing clear information about outstanding amounts, due dates, possible
solutions and the consequences of continued non-payment.
When customers face genuine financial difficulty, the bank considers repayment arrangements or restructuring
solutions that comply with QCB instructions and Islamic finance. The bank may appoint external agencies to
carry out certain activities. Such agencies are required to comply with QCB regulations, relevant Qatari laws
and the contractual obligations set by the bank, including the duty to protect customer information.
Legal action is undertaken only after the bank has exhausted all reasonable efforts to reach a mutually
acceptable solution. Any legal proceedings follow the requirements of the Civil and Commercial Code of
Procedure and related QCB guidance.
6. Responsibilities
The debt-recovery function monitors overdue accounts and ensures that actions taken are consistent with this
policy, Shari’ah requirements and the regulatory framework. The compliance function monitors adherence to
laws and regulations and undertakes reviews of collection activities. External agencies engaged by the bank
must meet regulatory and contractual obligations and report activities to the bank in a timely manner.
7. Customer support
Customers are encouraged to inform the bank promptly if they experience financial difficulty. The bank
evaluates each case individually and provides clear information about available solutions. Customers have
the right to dispute any inaccuracies in their accounts. QIB investigates such matters promptly and resolves
them in accordance with QCB Consumer Protection Regulations and applicable legal requirements.
8. Training and awareness
QIB ensures that all staff involved in debt-collection activities have the knowledge required to apply this
policy consistently and in line with regulatory and Shari’ah requirements. The bank develops and implements
training that covers regulatory obligations, Shari’ah-compliant handling of overdue accounts, customer
engagement standards, ethical conduct and principles of consumer financial protection. This supports
alignment with QCB regulations, the data privacy law and the responsible-finance standards reflected in this
policy.
9. Monitoring and reporting
QIB monitors debt-collection activities to ensure compliance with this policy and applicable regulations.
Senior management receives updates on key matters, including compliance findings and opportunities to enhance
fairness, transparency and customer protection.
10. Review and updates
This policy is reviewed regularly to ensure continued alignment with regulatory requirements issued by
Qatar Central Bank, applicable Qatari laws and Shari’ah guidance. Any updates are approved through the bank’s
governance procedures.