Direct answer: Under RBI Fair Practices Code, recovery agents cannot: call outside 7 AM–7 PM, use threats or abusive language, reveal your debt to third parties, visit without authorisation, or physically intimidate you. Violations can be reported to the lender's Grievance Redressal Officer or the RBI Banking Ombudsman at cms.rbi.org.in.

What recovery agents CANNOT do

The RBI's Master Circular on Fair Practices Code (updated periodically) sets clear boundaries for recovery agents. These rules apply to all banks, NBFCs, and their appointed recovery agents.

Recovery agents CANNOT

  • Call before 7 AM or after 7 PM
  • Use abusive, threatening, or obscene language
  • Make repeated calls designed to annoy or harass
  • Visit without a written authorisation letter from the lender
  • Enter your premises without your consent
  • Contact your family members who are not co-borrowers or guarantors
  • Call your employer to embarrass or coerce you
  • Reveal your loan default to neighbours, colleagues, or on social media
  • Threaten legal action they are not authorised to take
  • Use physical force or intimidation
  • Misrepresent themselves (pretend to be police or court officials)
  • Accept cash payments without issuing proper receipts

Recovery agents CAN

  • Call between 7 AM and 7 PM
  • Visit your residence between 7 AM and 7 PM
  • Request payment of the outstanding dues
  • Inform you of consequences of continued non-payment
  • Contact references or guarantors listed in your application (to locate you — not to harass)
  • Carry authorisation letters and present them on request
  • Repossess secured assets after due process (SARFAESI) with proper documentation
  • Issue formal demand notices in writing

What to do if recovery agent rules are violated

If a recovery agent crosses the boundaries set by RBI, you have clear, actionable remedies.

1

Document everything immediately

Note the exact date and time of each call or visit. Record the agent's name and the lender they represent. Write down what was said, including any threats or abusive language. If you have call recording enabled on your phone, save the recording. Document any witnesses present during home visits.

2

Request all communication in writing

Send a written request to the lender (not the recovery agent) asking that all further communication be conducted in writing via email or registered post. State your loan account number. Under RBI guidelines, lenders must accommodate reasonable requests to shift communication mode.

3

File a formal complaint with the lender

Write to the lender's Grievance Redressal Officer (GRO) — all regulated lenders are required to have one. Include your documentation, the specific RBI rules violated, and request a written response. Lenders are liable for their recovery agents' conduct and must investigate complaints.

4

Escalate to the RBI Banking Ombudsman

If the lender does not resolve your complaint within 30 days, file with the RBI Banking Ombudsman at cms.rbi.org.in or by calling 14448. The Ombudsman is a free dispute resolution authority. Complaints can be filed online, by email, or by post to the nearest RBI regional office.

5

File a police complaint for criminal acts

If threats, physical intimidation, or trespass occurred, file an FIR at your local police station. Recovery agent harassment can attract charges under IPC Section 503 (criminal intimidation), Section 441 (criminal trespass), and Section 506 (punishment for criminal intimidation). You do not need to wait for the lender to act first.

Can recovery agents contact your family or employer?

The short answer: No, not to discuss your debt or apply pressure.

Recovery agents may contact references listed in your loan application strictly to locate you — for example, to ask for your current address if you have moved. They cannot:

Any disclosure of your financial situation to third parties without your consent is a breach of RBI guidelines and may also violate your right to privacy under Article 21 of the Constitution. Courts have held this view in multiple borrower-protection cases.

If agents are calling your family: Instruct family members not to engage. Have them note the caller's name and number. File a complaint with the lender's Grievance Redressal Officer, citing this as a violation of RBI Fair Practices Code on unsolicited contact with third parties.

How to file a complaint against a recovery agent

Use this template when filing a written complaint with the lender's Grievance Redressal Officer.

Date: [DD/MM/YYYY] To, The Grievance Redressal Officer [Lender Name] [Lender Address] Subject: Formal Complaint — Recovery Agent Misconduct (Loan Account No. [XXXXXXXXX]) Dear Sir/Madam, I am writing to formally complain about the conduct of a recovery agent acting on behalf of your institution in relation to my Loan Account No. [XXXXXXXXX]. The following violations of RBI Fair Practices Code occurred: 1. [Date, Time]: A recovery agent called at [time] — outside the permitted 7 AM–7 PM window. [Agent name, if known] 2. [Date, Time]: The agent used threatening/abusive language, specifically: "[quote the language used]" 3. [Date]: The agent contacted my [family member/employer] at [their contact] and disclosed information about my loan default without my consent. I request you to: 1. Investigate this complaint and take disciplinary action against the agent 2. Provide written confirmation that such behaviour will cease 3. Confirm that all future communications will comply with RBI Fair Practices Code I reserve the right to escalate this matter to the RBI Banking Ombudsman if not resolved within 30 days. Yours sincerely, [Your Full Name] [Loan Account Number] [Contact Details] Enclosures: [Call logs / Screenshots / Witness statements]

Frequently asked questions

Can recovery agents come to my house?
Yes, between 7 AM and 7 PM only. They must carry an authorisation letter from the lender, which you have the right to inspect. They cannot enter without your permission, use threats, or behave in a manner that could be considered harassment. You have the right to ask them to leave, and to request all further communication in writing.
Can recovery agents call my family or employer?
Recovery agents can contact references to locate you only. They cannot discuss your debt, apply pressure on family members who are not co-borrowers, or call your employer to embarrass or coerce you. Any such contact is a violation of RBI Fair Practices Code and should be reported to the lender's Grievance Redressal Officer.
What time can recovery agents call?
Only between 7 AM and 7 PM. Calls before 7 AM or after 7 PM are a direct violation of RBI guidelines. Document the time and file a complaint. Repeated calls within permitted hours can also constitute harassment if they are designed to intimidate rather than communicate.
How do I stop recovery agent calls?
Send a written request to the lender asking all communication be in writing. Document any violations. File a complaint with the lender's GRO, citing specific RBI rules violated. If unresolved in 30 days, escalate to the RBI Banking Ombudsman at cms.rbi.org.in or call 14448. credfix's Neytra feature can help you filter and document harassment calls.
What is the RBI Fair Practices Code for recovery agents?
The RBI Fair Practices Code mandates: calls only between 7 AM and 7 PM; authorisation letters on visits; no abusive or threatening language; no third-party disclosure of debt; agent must identify themselves and their employer; must provide a grievance contact. Lenders are responsible and liable for their agents' conduct.

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