- TRAI has amended its 2018 regulations to give consumers better control over unwanted calls and messages.
- Commercial communication is now categorized into four types: transactional, service, promotional, and government.
- Enhanced DND app allows users to block spams, file complaints with screenshots, and track actions.
- Telecom operators face penalties up to Rs 10 lakh for misreporting spam counts and non-compliance.
- Telemarketers must undergo physical verification, biometric authentication, and use designated number series.
The Telecom Regulatory Authority of India (TRAI) is stepping up its efforts to tackle one of the most persistent problems faced by mobile users: unwanted calls and spam messages. With a comprehensive overhaul of its existing Telecom Commercial Communications Customer Preference Regulations, 2018, TRAI is aiming to empower consumers while placing the onus of compliance firmly on telecom operators and telemarketers. The new rules, set to be implemented in phases over the next 30 to 60 days, bring a host of changes designed to make spam prevention more effective and user-friendly.
A Clearer Categorization of Messages
One of the most notable amendments is the categorization of commercial communication into four distinct types: transactional, service, promotional, and government. To make it easier for consumers to identify these messages, TRAI has mandated the use of suffixes (-T for transactional, -S for service, -P for promotional, and -G for government) in message headers. This simple yet significant change promises to help users quickly distinguish between important and unwanted communications.
Additionally, users now have the option to opt out of receiving promotional messages, with TRAI ensuring that senders cannot request consent from a customer who has opted out for at least 90 days. This cooling-off period is intended to provide much-needed relief from aggressive marketing tactics.
Strengthening the Do Not Disturb (DND) Mechanism
A key feature of the new regulations is the enhanced DND app, designed to offer a seamless experience for users looking to block spam calls and messages. The app now includes features for registering complaints with screenshots, tracking the status of actions taken, and blocking unwanted communications more effectively. TRAI has extended the complaint window to seven days from the earlier three, giving users more time to report spam.
To further deter spammers, TRAI has mandated that any sender accumulating five complaints within a 10-day period will face immediate action from telecom operators. Robocalls, a major source of spam, will now only be allowed from a special series of numbers, making them easier to track and block.
Financial Disincentives and Real-Time Spam Detection
In a move that underscores the seriousness of the issue, TRAI has introduced substantial financial penalties for telecom operators who misreport the count of spam calls and messages. The penalties start at Rs 2 lakh for the first offense, rising to Rs 5 lakh for the second and Rs 10 lakh for subsequent violations. To ensure compliance, telcos are required to analyze call and SMS patterns in real time, using parameters such as high call volumes, short call durations, and low incoming-to-outgoing call ratios to flag potential spammers.
Operators must also deploy “honeypots” — dedicated numbers designed to attract and log spam communications — to stay ahead of emerging spam trends. Importantly, telecom companies are now obligated to display spam complaint registration options prominently in their mobile apps and web portals, ensuring that users can easily access these features.
Tightened Verification for Telemarketers
TRAI’s amendments place a significant emphasis on telemarketer accountability. Senders of commercial communications must undergo physical verification, biometric authentication, and unique mobile number linking during registration with telecom operators. This multi-layered verification process aims to eliminate fraudulent entities and ensure that only legitimate businesses can engage in telemarketing activities.
Moreover, senders using normal 10-digit numbers for telemarketing will face strict consequences. All promotional calls must originate from the 140 series, while transactional and service-related calls will use the 160 series. Violations of these rules will result in the disconnection of telecom resources and, in cases of repeated non-compliance, blacklisting across all operators for up to one year.
Impact and Industry Reactions
TRAI’s aggressive stance on spam prevention appears to be yielding results even before the full implementation of these new rules. In November last year, the regulator reported a 20% decline in complaints against spam calls from unregistered senders compared to August. This improvement followed TRAI’s earlier directives, which led to the disconnection of 2.75 lakh numbers and the blacklisting of 50 calling entities.
A survey by LocalCircles indicated that 27% of mobile subscribers had noticed a reduction in pesky calls, a promising sign that these measures are making a difference. Additionally, the Sanchar Saathi Portal of the Department of Telecommunications has played a key role in combating cyber fraud, disconnecting 27.5 million fraudulent mobile connections and freezing 1.2 million mule bank accounts to prevent financial crimes.
As TRAI’s new regulations take effect, mobile users across India can look forward to a cleaner, safer communication environment. While challenges remain, particularly with marketing messages over WhatsApp and other rich communication services, the telecom regulator’s latest efforts mark a significant step towards putting the control back in the hands of consumers. For now, keeping the DND app handy and staying vigilant against suspicious messages may just be the best defense against the ever-evolving menace of spam.
