Know Your Rights: RBI Fair Practices Code for Loan Recovery and Harassment Protection

- **No Harassment or Intimidation:** Agents cannot use verbal abuse, threats of physical force, or public humiliation. - **Restricted Calling Hours:** Recovery calls and in-person visits are strictly prohibited before **8:00 AM** and after **7:00 PM**. - **No Third-Party Contact:** Agents cannot contact your relatives, neighbours, friends, or office colleagues to disclose your financial default. - **Privacy and Decency:** Visiting a borrower’s workplace without prior permission or creating a nuisance at their residence is a punishable regulatory violation. - **Mandatory Identification:** Every recovery representative must carry official photo identification and authorization letters issued by the bank.

1. Maintain call logs and audio recordings of non-compliant recovery communications. 2. Lodge a formal written complaint with the bank's **Principal Nodal Officer (PNO)**. 3. If unaddressed within 30 days, escalate the matter to the **RBI Integrated Ombudsman** under the Reserve Bank - Integrated Ombudsman Scheme (RB-IOS).