Direct answer: To stop recovery harassment: document every harassing call (time, caller, content), send a written request to the lender to communicate only in writing, file a complaint with the lender's Grievance Redressal Officer citing specific RBI Fair Practices Code violations, and escalate to the RBI Banking Ombudsman at cms.rbi.org.in or 14448 if unresolved in 30 days.
Your rights under the RBI Fair Practices Code
The RBI's Fair Practices Code (Master Circular on Customer Service in Banks) gives you specific, enforceable rights when dealing with recovery calls. These apply to all scheduled commercial banks and NBFCs registered with RBI.
Right to time-restricted contact
Recovery agents can only call between 7 AM and 7 PM. Any call before or after this window is a direct RBI violation, regardless of what is discussed.
Right to respectful communication
Agents cannot use abusive, threatening, or obscene language. All communication must be professional and factual. Intimidation tactics are expressly prohibited.
Right to privacy
Your debt cannot be disclosed to third parties — family members (other than co-borrowers), colleagues, employers, or neighbours — without your explicit consent.
Right to written communication
You can request all communication be in writing. Lenders must accommodate this. Once requested in writing, verbal harassment should cease.
Right to agent identification
Agents must identify themselves, the lender they represent, and provide a contact number at the start of every call or visit. Anonymous calls are a violation.
Right to escalate grievances
Every regulated lender must have a Grievance Redressal Officer (GRO). If the GRO does not resolve within 30 days, you can approach the RBI Banking Ombudsman free of charge.
Step-by-step: How to stop the harassment calls
Document every harassing call
Start a log immediately. For each harassing call, record: date and time, caller's name (ask if they do not provide it), number called from, name of lender they represent, and exactly what was said. Enable call recording on your phone if possible. This documentation is your primary evidence in any complaint.
Send a written "communication in writing" request to the lender
Write to the lender directly (not the recovery agent) by email and registered post. State your loan account number, that you are aware of your rights under RBI Fair Practices Code, and that you request all future communication be in writing. Once this request is on record, any further phone harassment is additionally a documented violation.
File a formal complaint with the lender's GRO
Every regulated lender is required to have a Grievance Redressal Officer. Write to the GRO (find the contact on the lender's website) with your documented evidence. State the specific RBI rules violated. Request written acknowledgement. The lender must respond within 30 days under RBI norms.
Escalate to the RBI Banking Ombudsman if unresolved
If the lender's GRO does not resolve within 30 days, or the resolution is unsatisfactory, file a complaint with the RBI Banking Ombudsman at cms.rbi.org.in. You can also call the Centralised Public Grievance Redress number 14448 (toll-free, 9:30 AM–5:15 PM, Monday–Friday). The service is completely free. The Ombudsman can direct the bank to stop the behaviour.
File a police complaint for criminal harassment
If the calls involved threats, abusive language, or intimidation, file an FIR at your local police station. Recovery agent threats are criminal offences: IPC Section 503 (criminal intimidation) and Section 506 (punishment for criminal intimidation). You do not need the lender's permission to file a police complaint.
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What if they contact your family or workplace?
Contact with family members or employers to discuss your debt — not merely to locate you — is a serious RBI violation and may also violate your right to privacy.
- Family members who are not co-borrowers or guarantors: Agents cannot discuss your debt with them, pressure them to pay, or threaten them. They can only ask for your contact information to locate you.
- Employer: Calling your employer to embarrass you, threaten you with job loss, or reveal your financial situation to HR or colleagues is strictly prohibited. This can constitute harassment under both RBI guidelines and employment law.
- Social media and neighbourhood: Posting about your debt publicly, shaming you on WhatsApp groups, or informing neighbours is a serious violation and can be grounds for both an RBI complaint and a civil suit for defamation.
Action: If your family or employer has been contacted, document the incident (screenshots, call logs, witness statements), include this in your GRO complaint as a privacy violation under RBI Fair Practices Code, and consider consulting a consumer protection lawyer for civil remedies.
How to file an RBI complaint
The RBI Integrated Ombudsman Scheme (2021) handles complaints against banks, NBFCs, and other regulated entities. Filing is free and can be done entirely online.
Online: Visit cms.rbi.org.in and click "File a Complaint." You will need your loan details, the lender's name, and evidence of your prior complaint to the GRO.
Phone: Call 14448 (toll-free) from 9:30 AM to 5:15 PM on working days.
Email: crpc@rbi.org.in (Centralised Receipt and Processing Centre)
Post: Write to the RBI Ombudsman office at the regional RBI office for your state.
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