Digital Shield Against Debt Collectors: Filing Complaints Over Illegal Calls Gets Easier
Government digital services continue to expand protections for citizens. A new tool on Gosuslugi (Public Services portal) allows users to quickly file complaints over unlawful actions by creditors and debt collectors.
Russia has simplified how people can protect themselves from aggressive debt collection practices. A new service on Gosuslugi allows users to submit official complaints about unlawful calls and messages from creditors and collection agencies. Previously, individuals had to visit the Federal Bailiff Service in person or send registered letters. Now, users can complete an online form and attach evidence of violations directly through the portal.
Protection for All Categories of Citizens
The new service is available not only to debtors themselves but also to their legal representatives – parents, guardians, trustees, and authorized proxies. Developers have also addressed the rights of third parties: if collectors mistakenly contact neighbors, relatives, or colleagues, those individuals can also file complaints. The mechanism also covers guarantors and individuals who once agreed to communicate with creditors on behalf of someone else but later encountered abusive practices.
Debt collection oversight in Russia is increasingly shifting into state-managed digital platforms. Building an integrated ecosystem of government services reflects a global trend aimed at accelerating digital transformation while reducing administrative barriers between citizens and the enforcement of their rights.
What Qualifies as a Violation
Russian law clearly defines acceptable conduct when interacting with debtors. Through the new service, users can report threats, insults, or psychological pressure, as well as the disclosure of debt information to third parties, excessive frequency of calls or messages, and contact during prohibited hours – between 10:00 p.m. and 8:00 a.m. on weekdays and between 8:00 p.m. and 9:00 a.m. on weekends.
To support their claims, users can attach call recordings, message screenshots, or call logs. Once submitted and signed electronically, complaints are sent directly to the Federal Bailiff Service, which must review them within 30 calendar days.
From Targeted Measures to Systemic Oversight
The service builds on several years of legislative changes. In 2023, amendments to the Criminal Code introduced penalties for unlawful debt collection, with maximum sentences of up to 10 years in prison. In 2025, bailiffs gained authority to request call data from telecom operators to identify violations. These measures created the legal and technical foundation for launching the new digital service.
The new system completes a chain that combines convenience for citizens, enforcement authority for regulators, and data transparency from telecom operators.
Artificial Intelligence Takes on Debt Collectors
Experts see this functionality as a first step toward a fully automated oversight system for creditors and collection agencies. In the future, the service could integrate more deeply with banking systems and telecom platforms. This would allow regulators not only to respond to complaints but also to detect violations automatically, for example by identifying abnormal call frequency from specific numbers targeting a single user.
Stronger Protections Each Year
Russia began building a system to protect borrowers’ rights several years ago. In 2023, authorities introduced the first major restrictions on debt collectors. In 2025, the Federal Bailiff Service expanded its authority to monitor calls. Now, the service has become more accessible through integration with Gosuslugi.
The portal continues to add new services, from document processing to filing applications with government agencies. This is part of a broader digital transformation program in public administration. Russia is steadily moving interactions between citizens and regulators into a digital format, making rapid rights protection through Gosuslugi the new standard.
One Channel for All Complaints
Simplified procedures help scale modern services and expand user adoption. Over time, the platform could unify multiple mechanisms for protecting citizens’ rights, covering financial disputes, housing and utilities issues, and social services. A single digital channel would allow users to report violations quickly without navigating complex bureaucratic processes.
The launch of the complaint service for unlawful calls through Gosuslugi marks another step in building Russia’s digital government ecosystem. It strengthens protections against abusive debt collection, increases transparency in the sector, and advances electronic interaction between the state and society. The service responds to a long-standing need: protection from financial harassment is no longer tied to paperwork and delays. It is now just a few clicks away, making digital government not only more convenient but also more effective at safeguarding citizens’ well-being.
