<h1>Loan recovery rules require agent training, call recording, respectful conduct, background checks and restrictions on contact timing.</h1> The Reserve Bank proposes mandating recorded phone calls and civil conduct by recovery agents, prohibiting abusive language and inappropriate messaging, and banning contact at inopportune occasions. Banks must adopt internal guidelines, protect customer information held by agents, require completion of formal debt recovery training, and conduct pre engagement and periodic background verifications of agent representatives. Banks must exercise utmost caution before involving agents in matters that are subjudice and ensure recovery agencies comply with verification, training, and conduct standards.