Regulatory Compliance Requirement (TRAI Guidelines)

    All commercial communications in India are governed by the Telecom Regulatory Authority of India.

    3.1. Key Concepts

     DND

    • DND (Do Not Disturb) = Customers who have opted out of promotional communication

    Types of Communication


    Type

    Purpose 

    Target Audience

    Compliance Requirement

    Promotional / Telemarketing 

    To promote products, services, offers, or brand awareness

    Customers who have not blocked promotional calls in DND registry

    Consent mandatory;

    Service 

    To provide information related to an existing service

    All existing customers

    Inferred: (e.g., post product/service purchase info) – No consent required

    Explicit: (e.g., ongoing purchase, drop-off etc.) – Consent mandatory

    Content must be strictly service-related

    Transactional

    To send critical, real-time information within 30 minutes of the transaction

    All customers, including DND-registered

    High-priority; must not contain promotional material

    3.2. Use of Designated Number Series

    As per applicable regulations issued by the Telecom Regulatory Authority of India (TRAI), all businesses engaging in outbound calling must adhere to the following guidelines to ensure compliance:

    • 140-series numbers must be used for all telemarketing or promotional calls.

    • 160-series numbers are designated for transactional or service-related communications. 

    The use of regular phone numbers for such activities is not permitted and may result in regulatory non-compliance.

    Please ensure that the appropriate number series is used based on the nature of the call  to remain compliant with regulations.


    3.3. Usage in Demo vs Production Environments

    POC / Sandbox Usage

    • The platform is strictly for internal testing purposes.

    • No calls should be made to real customers or end users.

    • The platform must not be used for production, promotional, marketing, or support activities.

    • Please ensure that the numbers being dialed are known/test numbers where the recipients are aware and won’t raise any complaints.

    Production Usage

    • Once moving to production, IraVoice will handle live calls and real users as per your requirements.

    • Approved configurations and integrations may be enabled.

    • You are responsible for ensuring that all call recipients have provided the necessary consent.

    • If you are using the production setup for running live campaigns, please share the CRM or any relevant screenshots before initiating the calls.

                  

    3.4. Pre-Go-Live Validation

    Before initiating production campaigns, customers are required to share:

    • Sample consent proofs from the CRM system demonstrating that end users have explicitly opted in to receive outbound calls.


    Our team needs to verify that these samples contain the required customer information (like name, phone number, date, etc), which we must be able to share with the SIP trunk provider whenever we receive a complaint.

    This is necessary to validate readiness and ensure compliance alignment.



    3.5. Audit and Complaint Handling

    In the event of a complaint, consent records may need to be shared with the SIP trunk provider or relevant authorities.

    Customers are expected to:

    • Maintain accurate and accessible consent proofs from the CRM system demonstrating end users have explicitly opted in to receive outbound calls

    • Provide supporting documentation upon request

    Accepted Proofs

    1. Explicit Customer Consent Proof, clearly showing:

    • Customer mobile number

    • Date & time of consent

    • Purpose of consent (marketing/promotional communication)

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

  • CRM Screenshot with Consent Trail, clearly displaying:

    • Customer name

    • Customer mobile number

    • Consent status

    • Consent date & time

    • Campaign / product reference (if applicable)

    Screenshot Requirements

    • Must be a clear, high-resolution screenshot from the live CRM system

    • All details must be clearly legible.

    • System date/time must be visible (if available). 

    • Screenshot must be unedited and authentic.

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

    All required proof must be submitted within 2 (two) working days from the date of complaint notification.


    3.6. Compliance Responsibility

    TRAI regulations are strictly enforced. Non-compliance may result in actions including, but not limited to:

    • Service restrictions

    • Suspension or termination of SIP trunks

    Customers are strongly advised to ensure full adherence to all regulatory requirements at all times.


    Published