TRAI Compliance & Complaint Handling Guide

    Key Information

    • Response Time: 2 working  days from receiving the audit notice
    • Required Action: Provide proof of recipient consent (opt-in)
    • Consequence of Non-Response: Number disconnection, temporary or permanent account suspension depending on severity

    Steps to Take If You Receive an Audit Notice

    When Epicode notifies you of a call audit, follow these steps:

    1. Verify the audit details: Epicode will provide:
      • Your Epicode number (caller)
      • Recipient’s phone number (callee)
      • Call Date & Time
      • Complaint Date & Time
    2. Collect consent evidence: Provide documentation showing the recipient explicitly agreed to receive calls from your organization.
    3. Submit the proof within 2 working  days: Ensure all required information is included (see “Consent Evidence Requirements” below).
    4. Remove the recipient from your calling list: Prevent repeat complaints by ensuring the number is not called again.

    Important: Using a different Epicode number to contact the same recipient may be treated as a compliance violation and could disrupt your service.

    Consent Evidence Requirements

    Your documentation must clearly demonstrate the recipient agreed to receive calls. Acceptable evidence includes:

    • Required Elements:

      • Company name or logo

      • Recipient name

      • Recipient phone number

      • Date consent was provided

      • Purpose of consent (marketing/promotional communication)

      • Mode of consent capture (web form / app / SMS / written form)

    • Accepted Formats:

      • CRM screenshots displaying the above details

      • Signed consent forms

      • Digital opt-in records    

           Note: 

    • Screenshot must be unedited and authentic.

    • Submit clear, high-quality images with all elements clearly visible.

    • Excel sheets, PDFs, Word documents, or manually prepared files will not be accepted

    Audit Process

    1. A recipient files a complaint with their telecom provider.
    2. The telecom provider identifies Epicode as the originating service.
    3. Epicode’s compliance team identifies the customer responsible.
    4. The customer submits consent evidence within 2 working days.
    5. Epicode reviews the evidence and forwards it to the telecom provider.
    6. The customer is notified once the audit is closed.

    Consequences

    • If valid evidence is submitted on time:
      • Epicode reviews the submission and may request additional details if needed.
      • Once approved, the telecom provider closes the audit, and the customer is notified.
    • If evidence is insufficient:
      • Epicode will request corrected or additional documentation.
      • Failure to respond within 2 days can lead to temporary suspension, permanent account blocking, or escalation to TRAI.
    • Multiple complaints:
      • Repeated violations may result in blacklisting.
      • For resellers, incorrect compliance mapping may result in action on the entire account.

    Note: Epicode reserves the right to block traffic, disable numbers, or suspend services in accordance with its Acceptable Use Policy.

    Best Practices to Avoid Audits

    • Call only users who have explicitly opted in.
    • Respect rejections: do not call repeatedly if a recipient declines.
    • Refresh consent every 6 months in compliance with TRAI guidelines.
    Published