New RBI directions, effective January 1, 2027

Your recovery calls just became a compliance risk.

The RBI has unified loan recovery rules across Banks, NBFCs, and HFCs. Standardizing calling hours, mandatory call recording, device locking limits, and grievance officer disclosures is now required for everyone.

The Unified Mandate Every Lender Must Meet by Jan 1, 2027

Historically, banks, NBFCs, and HFCs operated under separate loan recovery guidelines. The RBI's unified mandate officially ends that separation by applying one strict set of rules to all lenders starting January 1, 2027.

For compliance and collections leaders, this requires an immediate operational overhaul. Recovery calls are now restricted to an 8 am–7 pm window, every call must be recorded and retained for at least six months, and every recovery communication must carry the name and contact details of a designated grievance officer. Non-compliance won't just invite severe regulatory penalties; it puts your institution's reputation directly on the line.

Four changes. One deadline. Are you ready?

Calling hours are now enforced

Recovery calls and visits are restricted to 8 AM to 7 PM. No exceptions unless the borrower asks for a different time.

Every call must be recorded

All recovery calls must be recorded and stored for at least six months. Borrowers must be told the call is being recorded.

Device locking has strict new rules

You can only lock a device if the loan was for that specific device, and only after it's been overdue for 30 days. Personal loans can no longer be used to disable someone's phone.

A grievance officer must be named

Banks must now name a grievance officer in the loan agreement and in every recovery communication, sharing their name, email, phone number, and office address.

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