Effective January 1, 2019, the Dutch Association of Certified Debt Collectors (NVI) introduced an updated Code of Conduct and revised Incasso Hallmark for all NVI members. The updated regulations stand for "Socially Responsible Debt Collection.

NVI members are subject to the NVI Code of Conduct. The purpose of this code of conduct is to ensure that all members conduct their debt collection activities within the standards set for this purpose. This Code of Conduct reads as follows:

1. NVI Members shall provide debt collection services that may justifiably be called 'socially responsible debt collection'. This means that:

• there is commitment to the creditor, in addition to an eye and ear for the debtor;
• integrity is a matter of course
• no unnecessary costs are incurred;
• aggressive, threatening or intimidating practices are avoided;
• communication is careful, professional and in simple language;
• Laws and regulations are used correctly, including the correct application of the WIK
• (Collection Costs Act);
• Solution-oriented service provision is applied;
• transparency to all parties.

2. NVI members comply with the contents of the NVI Debt Collection Hallmark when carrying out collection activities. They are audited for this every two years by an independent audit institute.

3. NVI members see a complaint as an opportunity for improvement and therefore resolve complaints properly and quickly through their own internal complaints procedure. NVI members actively and clearly point clients and debtors who are not satisfied to the NVI complaints procedure, which is housed at the Financial Services Complaints Institute (Kifid).

4. NVI members ensure proper administration, both in the files and financially. They shall ensure correct settlement of collected funds as stated in the Explanation of Third Party Funds.

5. NSA members provide committed, trained and knowledgeable staff. They teach them to comply with the law, rules of conduct and instructions from the Incasso Keurmerk. All employees who come into contact with clients and debtors about claims take the NVI oath and must have NVI certificates of competence.

6. NVI members work with integrity, are honest and trustworthy and avoid (the appearance of) conflicts of interest.

7. NVI members shall regard and treat all information and data made available to them or received during a collection process as strictly confidential and shall not misuse that information. All statutory regulations surrounding privacy are expressly complied with, as are the obligations in the NVI privacy statement. Information will only be provided to others when required by law or by a court or regulator.

8. NVI members are aware of their special place in social economic life. They ensure that the debt collection sector is seen in a good light and inspire confidence. They shall also ensure that they do not discredit their own organizations or those of other members.

9. NVI members shall strive to continually improve the performance of their own organizations and design them accordingly.

10. NVI members shall actively guide debtors with demonstrable problematic debts to a debt assistance agency affiliated with the NVVK in accordance with NVVK guidelines. They do not take any cost-increasing measures and are satisfied with a repayment arrangement that fits within the debtor's repayment capacity in accordance with the VTLB standards.

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