By BillCut
Last updated: 5 November 2026
Recovery agent rights during Diwali are the same as on any other day. The festive season does not give a lender or its agent extra powers, and it does not remove your protections. This guide explains what regulated lenders and their agents are expected to follow, what they cannot do, and where you can complain if limits are crossed.
Do borrowers get different rights during Diwali?
No. The RBI directions we read for this article do not describe a festival exemption or a festival ban on recovery. Your rights come from the lender type, the loan agreement and RBI rules, and they apply every day of the year.
What time can a recovery agent call you?
The permitted window depends on the type of lender and loan. The table below shows what the RBI documents say.
| Lender or product | Calling window in the RBI document |
|---|---|
| Credit card issuers | Contact only between 10:00 and 19:00 hours |
| NBFCs (non-microfinance loans) | No calls before 8:00 a.m. or after 7:00 p.m. for overdue loans |
| NBFC microfinance loans | 9:00 a.m. to 6:00 p.m. |
| Asset reconstruction companies | No calls before 8:00 a.m. or after 7:00 p.m. for overdue loans |
Sources: the RBI Credit Card and Debit Card Master Direction, the RBI NBFC Responsible Business Conduct Directions, 2025 and the RBI Asset Reconstruction Companies Directions, 2024. For a bank loan, check your loan agreement and the bank’s published code, since we could not confirm a single window that covers all banks.
What can a recovery agent not do?
The RBI documents above are clear on conduct. For credit cards, the issuer and its agents may not use intimidation or harassment. The direction names making threatening and anonymous calls, publicly humiliating a person, and intruding on the privacy of the cardholder’s family, referees and friends. NBFC directions also bar undue harassment in recovery, and ARC directions say recovery must not involve harassment of the debtor.
- Threats, abusive language or anonymous calls
- Shaming you in front of neighbours, relatives, colleagues or on social media
- Repeated calls at odd hours
- Calling family, friends or referees to pressure you
What should a genuine agent be able to show you?
An older RBI circular on recovery agents engaged by banks says banks must tell borrowers which agency is handling the case. Agents are expected to carry a notice, an authorisation letter from the bank and an identity card. The circular also says banks must record calls between agents and customers and must give a grievance route for recovery issues. For cards, the lender must give you the agent’s name and contact details and a senior officer’s contact details.
If someone will not identify themselves or the lender, do not pay on the phone or share OTPs. Verify the details with the lender through its official number.
What should you do when an agent crosses the line?
- Stay calm and note the date, time, number and what was said. Save messages and screenshots.
- Write to the lender’s grievance officer with these details. Ask for the agent’s name and the agency’s authorisation.
- If you get no reply in 30 days, or you are unhappy with the reply, you can go to the RBI Ombudsman. The Integrated Ombudsman Scheme FAQ says you must first complain to the lender, and file within 90 days after the waiting period or the lender’s last reply. Filing is free at cms.rbi.org.in. The FAQ does not mention recovery agents by name, so describe your complaint clearly.
- You can also register a grievance with the National Consumer Helpline, which forwards it to the company concerned. It lists toll-free 1915, WhatsApp and an online portal.
For the full process, see our guides on recovery calls and your legal rights, how to file a complaint against loan harassment and the RBI Ombudsman complaint process.
What if you cannot pay this month?
Contact the lender before the due date, not after. Ask in writing whether it can offer a revised schedule or a different arrangement. If several high interest dues are making each month harder, consolidating them into one structured EMI may be one option to look at, though eligibility and terms vary.
Check your options with BillCut
How BillCut can help
BillCut is a balance transfer and debt reduction platform. It works with lending partners to help eligible borrowers move high interest dues, such as credit card balances and personal loan EMIs, into one structured EMI. BillCut earns from helping borrowers refinance, so it has an interest in this option. Approval and terms depend on the partner lender.
Frequently asked questions
Can a recovery agent visit my home during Diwali?
The RBI documents we read do not set a festival rule. They do bar harassment, intimidation and intruding on the privacy of family and friends. Ask the agent to show an identity card and the lender’s authorisation letter. If you feel unsafe, contact the police.
What time can recovery agents call me?
It depends on the lender. Credit card issuers may contact you only between 10:00 and 19:00 hours. Non-microfinance NBFCs and asset reconstruction companies are barred from calling before 8:00 a.m. or after 7:00 p.m. for overdue loans. Check your own lender’s terms for other cases.
Can an agent call my family or friends about my loan?
For credit cards, the RBI direction bars intruding on the privacy of the cardholder’s family, referees and friends. Other RBI documents also bar harassment in recovery. If this happens, note the details and complain to the lender in writing.
Do I have to give an agent my OTP or pay on the phone?
No. Never share an OTP. Ask for payment details in writing, confirm them through the lender’s official channel and pay only to the lender’s verified account.
Where can I complain about recovery agent behaviour?
Write first to the lender’s grievance officer. If there is no reply in 30 days or you are unhappy with the reply, you can approach the RBI Ombudsman at cms.rbi.org.in. You can also register a grievance with the National Consumer Helpline.
Does missing an EMI during the festival change my rights?
No. Your rights and the lender’s duties stay the same. The late payment may still bring charges and a credit report entry as per your agreement and RBI rules, so speak to the lender early.
Can BillCut stop recovery calls?
No. BillCut does not control a lender’s recovery process. It is a platform that works with lending partners to help eligible borrowers consolidate dues into one EMI. Approval and terms depend on the partner lender.
Disclaimer: This article is general information, not legal or financial advice. Rules differ by lender type and change over time, so check the latest RBI directions and your loan agreement. BillCut does not guarantee any outcome.
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