Winning Bizness Desk

Mumbai.The Telecom Regulatory Authority of India (TRAI) has introduced a fresh set of rules to curb fraudulent and unwanted commercial calls, bringing robocalls, automated calls and AI-based spam detection under tighter regulatory oversight.

Under the new framework, telecom operators will track numbers suspected of making spam calls or sending unsolicited commercial messages. If five or more numbers linked to the same individual or company are identified within 10 days, action can be initiated, including re-KYC, suspension of outgoing calls and, in repeated cases, permanent disconnection.

Five suspicious numbers can trigger action

The rules put greater responsibility on telecom companies to identify patterns of misuse rather than dealing with every number in isolation.

Five or more suspicious numbers linked to one person or company within 10 days can trigger an investigation. The subscriber may be required to undergo re-KYC. Outgoing calling facilities can be suspended during the process. Repeated violations can eventually lead to permanent disconnection of the SIM.

The move is aimed at preventing spammers from simply switching numbers after one connection is blocked and continuing the same activity through fresh SIM cards.

Automated calls now face stricter scrutiny

TRAI has also brought automatic calls, robocalls and calls using pre-recorded voices within its regulatory framework. Companies using such systems will have to inform their telecom operator in advance about the numbers from which automated calls will be made.

Any automated call made without providing the required information can be treated as spam and blocked. The framework also introduces a financial deterrent for companies that misuse automated calling systems.

Unauthorised automated calls to cost five paise

Companies making fraudulent or unauthorised automated calls will face a charge of 5 paise per minute. However, certain officially recognised commercial and government-related numbers will be exempt from this penalty.

The exempt categories include:

Official commercial numbering series such as 140 and 160. Numbers used for calls recognised by the government. Other officially authorised calling arrangements covered by the regulatory framework.

The objective is to distinguish legitimate institutional communication from automated calls made without proper disclosure or authorisation.

AI-linked complaints to speed up action

TRAI has also linked consumer complaints with AI-based systems to identify suspicious numbers and accelerate enforcement. Earlier, action against a number generally required five complaints within 10 days.

Under the new mechanism, if the AI system flags a number as suspicious, action can begin after three complaints, potentially allowing regulators and telecom operators to respond faster to emerging spam patterns.

Consumers who are unhappy with the resolution of a spam complaint will also have an appeal mechanism. Such appeals can be filed within 15 days through the TRAI DND app, the telecom company's portal or by calling or sending an SMS to 1909.

Online enquiries will allow calls for seven days

The rules also place a time limit on companies contacting consumers after they make an online enquiry about a product or service.

If a consumer has sought information about a product or service online, the company can contact that person for only seven days. It must also maintain a written or digital record of the enquiry to establish that the communication was initiated on a legitimate basis.

The provision will primarily affect e-commerce platforms, shopping applications and companies providing services online.

Fake messages can lead to six-hour action

TRAI has prescribed faster action against companies or telemarketers involved in sending fraudulent messages, using incorrect headers or misusing registered message templates.

• Such problematic messages can trigger blocking action within six hours.
• The telecom connection of a violating telemarketer can be disconnected for one year.
• The telemarketer can also be placed on a blacklist for the same period.
• Repeated misuse can therefore affect the ability to obtain or operate telecom connections.

Official numbers get protection from blanket blocking

The new framework also addresses the way third-party caller-identification applications handle official numbers. Apps such as Truecaller will not be able to collectively label or block recognised government or official company number series as spam.

The protected categories include numbers beginning with 140xx, 1600xx and 1601xx. Consumers, however, will still retain the option of blocking any such number individually on their own phones if they do not wish to receive calls from it.