Guidelines to protect interest of borrowers

Guidelines to protect interest of borrowers

Guidelines to protect interest of borrowers issued by RBI which include measures such as risk-based pricing, increased transparency in the lending process, and stricter customer identification and verification processes. They also include provisions for data protection and the handling of customer complaints. The goal of these guidelines is to ensure that digital lending practices are fair and transparent, and that borrowers are not taken advantage of by lenders.


Guidelines to protect interest of borrowers issued by RBI i.e. Digital lending is one of India’s fastest-growing fintech segments, with volumes increasing from US$9 billion in 2012 to nearly US$110 billion in 2019. The digital lending market is expected to be worth around 350 billion dollars by 2023.

The Reserve Bank of India constituted a Working Group on ‘digital lending including lending through online platforms and mobile apps’ (WGDL) on January 13, 2021.

According to the reports of WGDL, there are approximately 1100 digital lending apps available for Android users in India, out of which, as many as 600 loan apps are illegal. As a result, there was an urgent need to regulate the digital lending industry.

On August 10, 2022, RBI issued a press release regarding the implementation of the recommendations of the working group on digital lending. The Press Release applies to all Regulated Entities (REs), their Lending Service Providers (LSPs), Digital Lending Apps (DLAs) of REs, and DLAs of LSPs engaged by REs.

What is Digital Lending?

Digital Lending is a remote and automated lending process, majorly by the use of seamless digital technologies in customer acquisition, the credit assessment, loan approval, disbursement, recovery, and associated customer service.

What is Lending Service Provider?

A lending Service Provider is an agent of a Regulated Entity who carries out for a fee from the Regulated Entity, one or more of lender’s functions in customer acquisition, underwriting support, pricing support, disbursement, servicing, monitoring, collection, recovery of specific loan or loan portfolio.

What is Digital Lending apps (DLAs)?

Mobile and web-based applications with user interface that facilitate borrowing by a borrower from a digital lender. DLAs will include apps of the REs as well as operated by LSPs which are engaged by REs for extension of any credit facilitation services.

Digital lenders are classified into three categories:

  • Entities regulated by the RBI and permitted to carry out lending business;
  • Entities authorized to carry out lending as per other statutory/regulatory provisions but not regulated by RBI;
  • Entities lending outside the purview of any statutory/ regulatory provisions

Guidelines to protect interest of borrowers (KEY FACTS EVERY BORROWER MUST KNOW)

1. REs must ensure that all loan servicing, repayment, and so on are carried out directly in their bank account, without the use of a third-party pass-through account or pool account. Disbursements must always be made to the borrowers’ bank accounts.

2. REs must ensure that any fees, etc., payable to LSPs are paid directly by them (REs) and not charged to the borrower directly by the LSP.

3. Before signing the loan contract, the borrower must receive a standardized Key Fact Statement (KFS). Apart from other necessary information, the KFS must include the followings: (a) Annual Percentage Rate (APR) details, (b) Terms and Conditions of Recovery Mechanism, (c) Details of Grievance Redressal Officer designated specifically to deal with digital lending/ FinTech related matters, (d) Cooling-off/look-up period.

4. Borrowers must be informed of the total cost of digital loans in the form of an Annual Percentage Rate (APR). The APR shall be calculated using an all-inclusive cost and margin that includes the cost of funds, credit cost and operating cost, processing fee, verification charges, maintenance charges, and so on, but excludes contingent charges such as penal charges, late payment charges, and so on. At the outset, the APR must be disclosed to the borrower as part of the Key Fact Statement (KFS).

5. Automatic credit limit increases are prohibited unless the borrower expressly consents. The top-up feature is very common in digital lending because the loan size is initially small and then extended based on the borrower’s performance. However, the borrower’s express permission is now required.

6. REs must ensure that, upon execution of the loan contract/transactions, digitally signed documents supporting important transactions, such as KFS, summary of product, sanction letter, terms and conditions, account statements, privacy policies of the LSPs with respect to borrowers’ data, and so on, automatically flow from the lender to the borrower’s registered/verified email/ SMS

7. The loan contract must include a cooling-off /look-up period during which borrowers can exit digital loans by paying the principal and the proportionate APR without penalty. The intent of the provision appears to be to allow the borrower to prepay the loan without incurring a prepayment penalty

8. Before entering into a partnership with an LSP for digital lending, REs must conduct enhanced due diligence, taking into account its technical capabilities, data privacy policies and storage systems, fairness in dealing with borrowers, and ability to comply with regulations and statutes.

9. REs must ensure that they have a suitable nodal grievance redressal officer to handle FinTech/digital lending-related complaints, as do the LSPs they engage.

Such a grievance redressal officer must also handle complaints against their respective DLAs. The Grievance Redressal Officer’s contact information must be prominently displayed on the RE’s website, as well as its LSPs and DLAs, as applicable.

Regulatory Framework

1. REs are required to report to Credit Information Companies (CICs) any lending sourced through DLAs (either of the RE or of the LSP engaged by the RE), regardless of its nature or tenor.

2. REs must report to CICs any new digital lending products offered through merchant platforms by REs that involve short-term credit or deferred payments

Scope and Applicability 

  • The RBI has issued the Press Release for implementation of recommendations accepted for immediate implementation and the consequent regulatory stance have been enclosed as Annex to the Press Release.
  • Furthermore, Para 7 of the Press Release states that-All the regulated entities of RBI are advised to be guided by the regulatory stance conveyed in this press release.
  • Hence, the provisions of ‘Annex I’ will become effective immediately, that is, on August 10, 2022, the date of the Press Release.
  • The same para 7 also mentions ‘The REs are advised to ensure that the LSPs/DLAs also implement the requirements set out in Annex-I, as applicable and the onus of ensuring implementation of the requirements will rest with the REs.
  • Detailed instructions will be issued separately.” This means that ‘Annex I’ currently only provides the RBI’s regulatory stance.
  • While the REs must currently be guided by the regulatory stance communicated in the Press Release, detailed guidelines for implementing the regulatory stance are yet to be released

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