1. Mandatory Authorization and Identification
According to RBI regulations:
• Every recovery agent must carry a valid authorization letter and ID card issued by the bank or NBFC they represent.
• Borrowers have the right to verify the authenticity of these credentials before engaging in any discussion.
• Agents cannot pose as bank officials or threaten borrowers under false pretences.
Tip: If someone calls or visits claiming to be a recovery agent, always request their authorization letter and confirm it with your bank’s customer care.

2. Communication Timings and Manner
The RBI has clearly defined acceptable communication timings to protect borrowers’ privacy and peace.
• Recovery agents can only contact borrowers between 7:00 AM and 7:00 PM.
• They are strictly prohibited from calling late at night, early morning, or on public holidays.
• Communication must remain civil, non-threatening, and respectful at all times.
If you receive harassment calls beyond these hours, it’s a clear violation of RBI norms, and you have the right to file a complaint

3. Prohibition of Harassment and Threats
The RBI explicitly prohibits recovery agents from using abusive, coercive, or threatening behaviour. This includes:
• Use of foul language, intimidation, or physical threats.
• Public humiliation or contacting family members, employers, or colleagues to shame the borrower.
• Visiting workplaces or residential areas in a way that causes embarrassment or fear.
Such behaviour is a serious breach of both RBI guidelines and consumer protection laws.

4. Confidentiality and Data Protection
Recovery agents are required to maintain borrower confidentiality at all times.
• They cannot disclose details of your debt to anyone other than you (or a co-borrower/guarantor).
• Personal information must not be shared or misused in any manner.
If your private data is being misused or leaked by recovery personnel, you can report it to the bank’s grievance cell and the RBI’s Consumer Education and Protection Department (CEPD).

5. Proper Training and Conduct of Agents
The RBI mandates that all recovery agents must undergo formal training by banks or NBFCs. This training must include:
• Legal aspects of recovery.
• Proper code of conduct and communication ethics.
• Awareness of borrower rights and sensitivity during interactions.
Banks are fully responsible for the behaviour of their appointed recovery agents. If an agent misbehaves, the lender is accountable.

6. Recovery Visits — Rules and Restrictions
When personal visits are necessary, agents must:
• Schedule appointments in advance.
• Avoid visiting at odd hours or multiple times in a day.
• Conduct themselves with utmost civility and professionalism.
Borrowers have the right to refuse entry if the agent appears without prior notice or behaves inappropriately.

7.Grievance Redressal and Reporting Misconduct
If a recovery agent violates any RBI guideline, borrowers can:
1. File a complaint directly with the concerned bank’s grievance redressal department.
2. Escalate the issue to the Banking Ombudsman or RBI’s CEPD if no action is taken within 30 days.
At SettleRoot, our RHRC (Recovery Harassment Response Cell) team supports you through this process from drafting complaints to ensuring your issue is formally acknowledged and resolved.

8.Bank’s Responsibility for Third-Party Agents
Importantly, RBI holds the lender institution fully responsible for the conduct of its agents. If recovery agents violate ethical or legal standards, the bank can face penalties or be directed to suspend recovery activities.
Borrowers should never feel powerless — the responsibility ultimately lies with the bank, not the individual agent.