Direction regarding submission of Performance Monitoring Report to the Authority under the Telecom Commercial Communications Customer Preference Regulations.

Document text

Telecom Regulatory Authority of India ~ "flffi [lfRCf tt'lifil'{ I Government of India] Dated: 27th Jan 2026 DIRECTION Subject: Direction under section 13, read with sub-clauses (i) and (v) of clause (b) of sub-section (1) of section 11, of the Telecom Regulatory Authority of India Act, 1997 (24of1997), regarding submission of Performance Monitoring Report to the Authority under the Telecom Commercial Communications Customer Preference Regulations, 2018 (6 of 2018). File No. D-27/1/(1)/2021-QoS (E-141): Whereas the Telecom Regulatory Authority of India (hereinafter referred to as the "Authority"), established under sub-section (1) of section 3 of the Telecom Regulatory Authority of India Act, 1997 (24 of 1997) (hereinafter referred to as "TRAI Act"), has, in exercise of the powers conferred upon it under section 36, read with sub-clause (v) of clause (b) and clause ( c) of sub-section (1) of section 11, of the TRAI Act, made the Telecom Commercial Communications Customer Preference Regulations, 2018 ( 6 of 2018) dated the 19th July, 2018 (hereinafter referred to as the "regulations"), to regulate unsolicited commercial communications (UCC); 2. And whereas regulation 8, 19 and 20 of the regulations, inter-alia, contain provisions pertaining to Codes of Practice for monthly reporting (CoP-Reports), conferring power upon the Authority to formulate a standard Code(s) of Practice (CoP) and mandate that every access provider shall comply with the provisions of Standard Code(s) of Practice; 3. And whereas sub-regulation (3) of regulation 26 of the regulations provides that every Access Provider shall submit to the Authority its compliance reports in respect of unsolicited commercial communications, complaints or reports from its customers in such manner and format, at such periodic intervals and within such time limits as may be specified by the Authority, from time to time, by an order or direction; 4. And whereas the Authority issued a Direction No. D-27/1/(1)/2021-QoS dated the 15th February, 2021, directing all Access Providers, inter-alia, to submit compliance reports, on quarterly basis, separately for each calendar month in the qua1ier, as per the Performance Monitoring Report ,•I formats specified in the said Direction, within a period of twenty one days of quarters ending on the 31st March, the 30th June, the 30th September and the 31st December of the year, respectively, starting from report for the quarter ending on 3 pt March, 2021 and also issued a letter No. D 27/1/(1)/2021-QoS dated the 15th February, 2021, inter-alia, requesting all the Access Providers to maintain records of information relating to complaints and reports handled by them and submit the same to the Authority as and when sought; 5. And whereas, the Authority issued Direction No. D-2711/(1)/2021-QoS dated the 24th June 2024, inter-alia, specifying additional information to be included in the Performance Monitoring Report formats specified therein; 6. And whereas the Authority issued the Telecom Commercial Communications Customer Preference (Second Amendment) Regulations (1 of 2025) dated the 12th February, 2025 (hereinafter referred to as the "Second Amendment of TCCCPR") and added provisions pertaining to easing of process of reporting of spam; empowering of customers; standardization of identifiers to help consumers; stringent measures against Spammers/ Senders of Unsolicited Commercial Communications; strengthening of the UCC control ecosystem; 7. And whereas sub-item (m) of item 2 in Schedule V of the regulations, inter alia, provides that all Access Providers shall maintain records of complaints against unregistered senders, including record of Senders for all the complaints such as, name of Sender, category of Sender (individual/ Enterprise), address and other relevant details to uniquely identify the Sender; 8. And whereas the Authority, while reviewing the implementation of Second Amendment of TCCCPR, observed that the information relating to the handling of complaints, as submitted by the service providers under Direction No. D-27/1/(1)/2021-QoS dated the 15th February, 2021 and Direction No. D-27/1/(1)/2021-QoS dated the 24th June, 2024, requires the incorporation of additional details into the formats of the Performance Monitoring Reports due to the newly added and modified provisions inserted in the regulations through its Second Amendment of TCCCPR. Further , keeping in view the recent developments in the telecom technical and regulatory ecosystem such as the introduction of Virtual Network Operators (VNOs), new numbering series, and the requirement to enable effective monitoring of the overall performance of measures undertaken by Access Providers to control UCC, it has become necessary to incorporate additional details in the Performance Monitoring Reports; ~ 9. And whereas sub-regulation ( 4) of regulation 26 of the regulations, inter alia, provides that the Authority may verify and assess the processes followed by the Access Provider for registration and resolution of complaints, examination and investigation of such complaints, and reporting thereof to the Authority and sub-regulation (5) of regulation 26 of the regulations provides that the Access Providers shall provide real-time access to the Authority to various processes and databases related to the activities being performed under the regulations; 10. Now, therefore, the Authority, in exercise of the powers conferred upon it under section 13, read with sub-clauses (i) and (v) of clause (b) of sub section (1) of section 11, of the Telecom Regulatory Authority of India Act, 1997 (24 of 1997) and the provisions of the Telecom Commercial Communications Customer Preference Regulations, 2018 (6 of 2018); and in supersession of the Direction No. D-27/1/(1)/2021-QoS dated the 15th February, 2021 and the Direction No. D- 27/1/(1)/2021-QoS dated the 24th June, 2024, hereby directs all Access Providers to - To (a) submit the Performance Monitoring Report in the formats attached with this Direction and the guidelines contained in Annexure G, separately for each calendar month, in accordance with the Standard Code of Practice for periodic reporting (CoP-Reports), and for the said purpose, Annexure I to Annexure IX shall be submitted within twenty one (21) days from the end of each calendar month while Annexure X, related to Executive Progress Summary, shall be submitted within five (5) days from the end of each calendar month, starting from the report for the month of February 2026; (b) provide the Authority with access to their systems for real-time monitoring of complaints, containing all information as specified in the Performance Monitoring Reports in Annexure VII and Annexure VIII; and ( c) provide the Authority with access to their such systems which enables identification of a sender from a telecom resource and also furnish all related information including the details of all the telecom resources provided by it to the sender as well as all the telecom resources obtained by such sender from other Access Providers (Sender Database). ~6 (Deepak Sharma) Advisor (QoS-II) All Access Providers (including BSNL and MTNL) Annexure G Guidelines for Submission of Compliance Reports under the Telecom Commercial Communications Customer Preference Regulations, 2018, and Second Amendment of TCCCPR A. Mode of Submission of Reports i. All reports shall be submitted online through the portal developed by the Authority, by transmitting the requisite details via Application Programming Interfaces (APis). ii. Each Access Provider shall be required to enable secure APis for submission of such reports. iii. Pending the development and testing of APis, reports may alternatively be submitted by uploading the prescribed Excel files onto the portal. iv. As the data uploaded through either API or Excel files shall be subject to data integrity and validation checks, the data format specified in the Annexures, along with the guidelines provided herein, must be strictly adhered to. Non-compliance with the specified format may result in rejection of reports during the upload stage. B. Common Guidelines for Submission of Compliance Reports i. All fields in the specified formats shall be duly and correctly filled. No cell, row, or column shall be left blank unless otherwise specified. • In cases where the data is Not Available, the value "NAV" shall be entered. • In cases where a field is Not Applicable, the value "NAP" shall be entered. ii. The TAP Name and OAP Name shall strictly conform to the options provided in the reference table, namely: Airtel, BSNL, MTNL, QTL, RCL, RJIL, TTL, VIL, and STP L. iii. All date and time fields shall be entered in the format DD-MM-YYYY HH24:MM:SS, unless otherwise specified. In cases where the date/time is Not Available or Not Applicable, it shall be left blank. iv. All Boolean fields shall be entered in "Yes" and "No". v. Complaint Id shall not contain quotes or double quote marks. No alphabetical character shall be added by TAP and the complaint Id should be the same as recorded by the OAP. vi. Complaints closed as duplicate shall also include details of original Complaint Id against which it has been closed. vii. Complaints closed due to Incorrect/Incomplete/Wrong Format shall clearly indicate missing field or incorrectly filled field in Annexure VII and Annexure VIII. viii. The Sender name required for RTM in Annexure VII and UTM in Annexure VIII shall be submitted for both valid and invalid complaints. ix. The LSA name shall conform to standard LSA names (Andhra Pradesh, Assam, Bihar, Delhi, Gujarat, Haryana, Himachal Pradesh, Jammu & Kashmir, Karnataka, Kerala, Kolkata, Madhya Pradesh, Maharashtra, Mumbai, North East, Odisha, Punjab, Rajasthan, Tamil Nadu (incl Chennai), Uttar Pradesh (East), Uttar Pradesh (West), West Bengal). x. No cell, row, or column shall contain a line break or carriage return. xi. All text fields shall preferably be filled in Title Case. Annexure I: Complaints related to RTM, categorized by OAP Description: Each TSP as TAP is required to submit the complaints related to Registered Entities, originated LSA-wise, which are transferred to all OAPs including itself (TAP -LSA wise). Name of TSP as TAP: Month: Quarter: Year: Name ofLSA ofTAP And Assa Bi ha Del Guja Hary Him Jam Karn Kera Kolk Mad Mah Mu No rt Odis Punj Raja Tamil Utt a Utt a Wes Total hra m r hi rat ana a cha mu atak la ata hya aras mba h ha ab st ha Nadu r r t Complaints Pr ad I & a Prad htra i East n (incl Prad Prad Ben ,. esh Pr ad Kash esh Chenn esh esh gal esh mir II ai) (East (We I II ) st) 11 LSACode 1 2 3 4 s 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 Summary of Complaints handled by TAP (TAP - LSA wise) Total Complaints received by TSP as TAP A Number of total complaints received A(i) against the UCC from SMS mode Number of total complaints received A(ii) against the UCC from Voice call mode Total Complaints rejected by TAP B Number of complaints rejected lfthe B(i) complaint lacks the sender number/ header or Date ofreceipt ofUCC Number of customers informed about the B(i)(a) format and procedure when their complaints were treated as invalid due to B(i) Number ofcomplaintsfound invalid due to B(ii) UCC more than 7 davsold Total Complaints transferred by TSP as TAP A-B=C to OAP(s) including itself OAP-wise breakup of Complaints transferred by TAP (TAP-LSA wise) Name of OAP l Airtel D BSNL E MTNL F QTL G RJIL H Re.om I TTL J VIL K STPL L Total Complaints transferred to all OAP(s) M inrl11tiina if'~Plf - Annexure ll:Complaints related to RTM, categorized by OAP Description: Each TSP as OAP is required to submit the complaints related to Registered Entities, received from all TAP(s) including itself, LSA-wise. For clarity, complaints to be submitted herein by the OAP for a particular LSA are those complaints which are originated in that particular-LSA from the network of all TAPs in that LSA and transferred to the OAP Name ofTSP as OAP: Month: Quarter: Year: Name of LSA of TAP I "I' And Assa .Bi ha Delh Guja Hary Him Jam Karn Ke.ra Kolk Mad Mah Mu Nort Odis Punj Rajas Tamil Utta Utt a Wes Total hra m r i rat ana acha mu atak la ata hya aras mbai h ha ab than Nadu r r t Complaints Pr ad I & a Pr ad htra East (incl Pr ad Pr ad Beng esh I Prad Kash esh Chenn esh esh al esh mir ai) (East (Wes ) t) LSACode 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 TAP-wise breakup of Complaints Received by TSP as OAP fTAP -LSA wise) Name of TAP Jt Airtel A BSNL B MTNL c QTL D RJIL E Rcom F m G VIL H STPL I Summarv ofComolaints handled bvOAP ITAP·LSA wise\ Total Complaints received bv TSP as OAP from TAP(sl includine itself J Total Number of Complaints related to VNOs Hil Number of complaints to be resolved as OAP (including K backlog complaints from orevious months)* 'j-j(i)+ previous month= K No of Registered Telecom resources (SMS Headers) against which L(i) complaints were raised Number of PRl/SIP conne.ctionsagainst which complaints were raised - L(ii) As applicable No of Registered Telecom resources {140/ 1600 /)against which L(iii) complaints were raised Number of complaint(s)found valid, afte·r completion ofinvestieation M Total complaints found invalid** N Number of complaints found invalid on account of account of N(i) insufficient details/Wrong Format Number of complaints where CDR did not match Nliil Number ofcomplaints found invalid due to the reason that the N(iii) complained communication was in accordance with the preferences registered bythe Customer Number of complaints found invalid·due to the reason that the sender N(iv) has the consent of the customer Number of complaints found invalid-due to the reason that communication was a Transactional Call/SMS Number of complaints found invalid-due to the reason that communication was a Service Call/SMS Number of complaints found invalid-due to the reason that it was a duplicate complaint (Details of Original complaint ID must be mentioned in RTM ucc Annexure F7l Number of complaints found invalid due to Other Reasons••• Total Number of senders found non-compliant as per TCCCPR, 2018 & TCCCPR, 2025 reKulations or Code Isl of Practice (CoP.s) N(v) N(vi) N(vii) Nlviiil 0 Total number of senders found non-compliant due to misuse ofnumber P series (1600xxxx).for promotional calls, as perTCCCPR, 202S Number of connections suspended for misuse ofnumber P(i) series(1600xxxx) for promotional calls Numbe.r of senders who have been issued notices seeking expl.anation P(ii) for misuse of number series (1600xxxx) for promotional calls Number of Senders whose outgoingtelecom resources were barred P(iii) for 15 days for misuse of number series(1600xxxx) for promotional calls, for first violation Number of connections of senders f P(iii)], on which outgoingtelecom P(iv,) services were barred for 15 days for first; violation Number of Senderswhose all teletom resourceswere disc:onnected for P(v) 1 year for misuse of number series(16.00xxxx) for promotional calls, for 2nd or subsequent violation Number of Senders.who were blacklisted for 1 year for misuse of P(vi) number series(l600xxxx) for promotional calls, for 2nd or subsequent violation Number of connections of senders [P(v)] which were disconnected for 1 P(vii) year for 2nd or subsequent violation *In ideal situation, Row J and Row K should be same. Difference may be observed in exceptional cases, where backlogs occurred. Therefore, keep record ofreasonsfor backlogs of complaints on DLT, if any. **Reasons for declaring any complaint Invalid can be: Row [N(i) to N(vii)] 1) Insufficient details/Wrong Format 2) CDR not matched 3) Customer has opted preference 4) Customer has given consent to Sender 5) Transactional Call/SMS 6) Service Call/SMS 7) Duplicate 8) Other Reasons*** ***For the field "Other Reasons" for declaring any complaint Invalid, following supplementary sheet need to be filled (Mandatory): (w.r.t. Row N(viii)ofthe above sheet) Wrongly Routed Call should be Forwarded to Correct OAP and should not be declared Invalid Name ofLSA ofTAP LSACode Number of complaints found invalid due to <Reason 1 {mention reason I> Number of complaints found invalid due to <Reason 2 {mention reason)> ~ N(viii)-1 N(viii)-2 Nluiii\ And Assa hra m Prad esh 1 2 Bi ha Oelh Guja Harv rat ana 3 4 s 6 Him Jam Karn Kera Kolk .Mad Mah Mu acha mu atak la ata hya aras mbai I & a Pr ad htra Pr ad Kasb esh esh mir 7 8 9 10 11 12 13 14 No rt Odis Punj Rajas Tamil Utt<! h ha ab than Nadu East (incl Pr ad Chenn esh ai) (East ) 15 16 17 18 19 20 Utt a Wes Total t complaints Prad Beng esh al {Wes t) 21 22 Annexure - Ill: Complaints related to RTM, categorized by Senders Description: Each TSP as OAP is required to submit the details of complaints related to Registered Entities, received from all TAP(s) including itself, based on location ofsendersofUCC, LSA•wise. For clarity, it may be noted that the complaints may have originated in any LSA. For the purpose of this report, the OAP must arrange all the complaints received from all the TAPs (complaints originated anywhere in the country) based on the sender location, LSA-wise. All the complaints, irrespective of their origin, against senders located i.n a particular LSA are to submitted herein 1,mderthat LSA. Name of TSP as OAP: Name ofLSA of OAP LSACode Summary of Complaints handled by OAP (OAP-LSA wise) Total Complaints received by TSP as OAP from TAP(s) including ~~ A Number ofcomplaintsto be resolved as OAP (including backlog complaints from previous month)* B Number of senders against whom complaints were reported under ·-~8 11 c Number ofcomplaint(s)found valid, after completion of investigation 0 Total complaints found invalid** E Number of complaints found invalid on account of insufficient details/Wrong Format E(i) Number of complaints where COR did not match E(ii) Number of complaints found invalid due to the re;ison that the. complained communication was in accordance with the preferences registered by the Customer E(iii) Number of complaints found invalid due to the reason that the sender has the consent of the customer E(iv) N11mber of complaints fo11nd invalid-due to the reason that communication was a Transactional Call/SMS E(v) Numberofcomplaintsfound invalid.<f11e to the reason that communication. was a Service Call/SMS E(vi) Number of complaints found invalid-due to the reason that it was a duplicate complaint (Details of Original Complaint ID must be mentioned in RTM UCCAnnexure F7) E(vii) N11rnber of complaints found invalid due to Other Reasons*** E(viii) Total N11mber of senders found non-compliant as per TCCCPR,2018 & TCCCPR, 2025 regulations or Code(s) of Practice (CoPs) F And hra Pr ad esh 1 Month: II Him Jam 11 acha mu & Assa Bi ha Delh Guja Harv Pr ad Kash m rat ana esh mir 2 3 4 5 6 7 8 Quarter: Ye.ar: Utta Utt a Mad Tamil Prad Pr ad Wes Karn hya Mah No rt Nadu esh esh atak Kera Kolk Pr ad aras Mu h Odis Puni Rajas (incl (East (Wes Beng Total a la ata esh htra mbai East ha ab than Che.nnai) ) t) al Complaints 9 10 11 12 13 14 15 16 17 18 19 20 21 22 Total number ofsenders found non-compliant due to misuse of number series (1600xxxx) for promotional calls, as per TCCCPR, 2025 G Number of connections suspended for misuse of number series(1600xxxx) for promotional calls G(i) Number of senders who have been issued notices seeking explanation for misuse of number series (1600xxxx) for pr.emotional calls G(ii) Number of Senders whose outgoing telecom resources were barred for 15 days for misuse ofnumber serie~(1600xxxx) for promotional calls, for first violation G(iii) Number of connections of senders [G(iii)], on which outgoing telecom services were barred for 15 days for first violation G(iv) Number of Senders whose all telecom resources were disconnected for 1 year for misuse of number series(1600xxxx) for promotional calls, for 2nd or subsequent violation G(v) Number of Senders who were blacklisted for 1 year for misuse. of number series(1600xxxx) for promotional calls, for 2nd or subsequent violation G(vi) Number of connections of senders [G(v)] which were disconnected for 1 year for 2nd or subsequent violation G(vii) * In ideal situation, Row A and Row B should be same. Difference may be observed in exceptional cases, where backlogs occurred. Therefore, keep record ofreasons for backlogs of complaints on DLT, ifany. ** Reasons for declaring any complaint Invalid can be: (Row E(i), E(ii), E(iii), E(iv) and E(v)] 1) Insufficient details/Wrong Format 2) CDR not matched 3) Customer has opted preference 4) Customer has given consent to Sender S) Transactiona l Call/SMS 6) Service Ca ll/SMS 7) Duplicate 8) Other Reasons*** ••• For the field "Other Reasons" for de cl a ring any compla int lnva lid, following supplementary sheet need to be fi lled (Mandatory): (w.r.t. Row E(viii) of the above sheet) Wrongly Routed Call should be Forwarded to Correct OAP and should not be declared Invalid Utt a Utt a Him Jam r r And acha mu Mad Tamil Pr ad Pr ad Wes hra I & Karn hya Mah No rt Nadu esh esh t Pr ad Assa Bi ha Delh Guja Hary Prad Kash atak Kera Kolk Prad aras Mu h Odis Pulij Rajas (incl (East (Wes Beng Total Name ofLSA of OAP ...... esh i rat esh mir la ata esh htra mbai East ha ab than Chennai) ) t) al Complaints m r ana a LSACod.e 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 Number of complaints found invalid due to <Reason 1 E(viii)- {mi:ntiQI! ri:l!~Q!l}> 1 Number of complaints found invalid due to <Reason 2 E(viii)- {mention reason}> 2 Total E(viii) Annexure - IV: Complaints related to UTM, categorized by TAP Description: Each TSP as TAP is required to submit the complaints related to Unregistered Entities, ori2inated LSA-wise, which are transferred to all OAPs includin2 itselffTAP -LSA wise}. N;iime of TSP as TAP: Mnnth• n. "'rtor: ' .. ,,. .. Name of LSA of TAP And Assa Bi ha Delh Guja Hary Him Jam Karn Kera Kolk Mad Mah Mu No rt Odis Punj Rajas Tami Utt a Utt a Wes Total hra m r i rat ana a cha mu atak la ata hya aras mbai h ha ab than lnad r r t Com Prad I & a Prad htra East u Prad Pr ad Beng plain esh Prad Kash esh (incl esh esh al ts esh mir Che (East (Wes II II nnai)) t) LSACode 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 Summary of Complaints handled by TAP (TAP-LSA wise) Total Complaints received bv TSP as TAP A Number of total complaints received against the UCC from A(i) SMSmode Number of total complaints received against the UCC from A(ii) Voice call mode Total Complaints rejected by TAP B Number of complaints rejected If the complaint lacks the B(i) sender number/ header or Date ofreceipt of UCC Number of customers informed about the format and B(i)(a) procedure when their complaints were treated as invalid due to B(i) Number of complaints found invalid due to UCC more than 7 B(ii) days old Total Complaints transferred by TSP as TAP to OAP(s) including A-B=C itself OAP-wise breaku·p of Complaints transferred by TAP (TAP-LSA wise) Name of OAP Airtel D BSNL E MTNL F QTL G RJIL H Rcom I m J Vil K STPL L Annexure -V: Complaints related to UTM, categorized by OAP Description: Each TSP as OAP is required to submit the complaints related to UNREGISTEREQ entities, received from all TAP(s) including itself, LSA-wise. For clarity, complaints to be submitted herein by the OAP for a particular LSA are those complaints which originated in that particlaur LSA from the network ofaU TAPs in that LSA and transferred to the OAP N~m e ofTSP as OAP; I Name of LSA ofTAP lSACode NameofTAP Airtel BSNL MTNL QTL RJIL Rcom TTL VIL STPL Total Complaints received by TSP as OAP from TAP(s) including itself Total Number olComplaints re lated to VNOS Number of complaints to be resolved as OAP (including backlog complaints from previous months)* Number of Unregistered senders against whom complaints were reported under- "K" Number of telephone connections against which complaints were raised Number of PRl/SIP connections against which complaints were raised Number of complaint(s) found valid, after completion of investigation Number of complaints found invalid ** Number of complaints found invalid on account of insufficient details/Wrong Format Number of complaints where CDR did not match Number of complaints found invalid-due to the reason that communication was a Transactional Call/SMS A B c D E F G H J (i) K l L(i) L(ii) M N N(i) Nliil N(iii) Month: Quarter: Him Jam And acha Mad Mah mu Karn hra Assa Biha Oelh Guja Hary & atak Kera Kolk hya aras Prad m rat ana Kash la ata Prad htra Pr.ad a esh esh mir esh 1 2 3 4 5 6 7 8 9 10 11 12 13 TAP-wise breakup of Complaints Received by TSP as OAP (TAP - LSA wise) Summary of Complaints handled by OAP (TAP-LSA wise Year: Tamil Utt a Utt a No rt Nadu Wes Total Mu h Odis Punj Rajas (incl Prad Prad Com mbai ha ab than Chennai esh esh Seng plain East (East (Wes al ts ) t) 14 15 16 17 18 19 20 21 2.2 Number of complaints found invalid-due to the reason that communication was a Service Call/SMS Number of complaints found invalid-due to the reason that it was a duplicate complaint (Details of Original Complaint ID must be ment ioned in UTM UCC Annexure FS) Number of unregistered sendersagainst complaint(s) found valid Number of connections of Unregistered senders (used for sending UCC) of which outgoing services were susoended Number of Unregistered senders who have been issued notices seeking explanation Total nu.mber of unregistered Sendersagainstwhom action was taken, aftedinal completion of investigation Number of Unregistered senders whose outgoing servi.ceswere barred for 15 days forfirst violation Number of conne<:tions of senders [P{i)J, of which, N(iv) N(v) 0 O(i) O(ii) p P(i) outgoingtelecom services were barred for 15 days for P(ii) first violation Number of Unregistered .se.nders whose all telecom re-sources were disconnected for .one year for 2nd or subse_auent violation Number of unregistered Senders blacklisted for one : vear for znd or subseauent violation Number of connections of senders [P(iii)] which were disconnected for 1 year for 2nd or subsequent violation Number of Unregistered senders who have represented to the OAP for restoration oftelecom resources Number of Unresigered Senders whose representation have been decided as 'not to restore te.lecom resources' NumberofUnresigered Senders whose representation have been decided as 'to restore te lecom resources' P(iii) P(iv) P(v) Q Q(i) Q(ii) * In ideal situation, Row J and Row K should be same. Difference may be observed in exceptional cases, where backlogs occurred. Therefore, keep record ofreasons for backlogs of complaints on DLT, if any. ** Reasons for declaring any complaint Invalid can be: (Row N{i) to N(v)] 1) Insufficient details/Wrong Format 2) CDR not matched 3) Tran sactional Call/SMS 4)Service Ca ll/SMS 5) Duplicate 6) Other Reasons••• *** For the field "Other Reasons" for declaring any complaint Invalid, following supplementary sheet need to be filled (Mandatory): (w.r.t.Row N(vi)ofthe above sheet) Wrongly Routed Call should be Forwarded to Correct OAP and should not be declared Inva lid Name oflSA of TAP LSACode Number of complaints found inval.id due to <Reason 1 {mentior't reason\> Number of complaints found Invalid due to <Reason 2 {mention reason}> ........... N(vi)- 1 N(vi)· 2 Total .-.. - NlviL And hra Assa Pr ad m esh 1 2 Hi.m a cha Bi ha Deih Guja Hary I rat ana Pr ad esh 3 4 5 6 7 Jam Karn Mad Mah Nort mu Kera Kolk hya Mu Odis Punj & atak aras h la ata. P·rad mbai ha ab Kash a htra East mfr esh 8 9 10 11 12 13 14 15 16 17 Tamil Utt a Utt a Total Na du Wes Rajas Pr ad Pr ad (incl Com than esh esh Beng Chennai plain (East (Wes al ts ) t) 18 19 20 21 22 ~ Annexure -VI: Complaints related to UTM, categorized by Senders Description: Each TSP as OAP is required to submit the details of the complaints related to Unregistered Entities, received from all TAP{s) including itself, based on location of senders of UCC, LSA-wise. For clarity, it may be noted that the complaints may have originated in any LSA. For the purpose of this report, the OAP must arrange all the complaints received from all the TAPs (complaints originated anywhere in the country) based on the sender location, LSA-wise. All the complaints, irrespective of their origin, against senders located in a particular LSA are to submitted herein under that LSA. Name of 1SP as OAP; Month: Quarter: Year: - Him Jam Utt a Utt a And acha Mad Mah Tamilnad r r Wes Total mu Karn No rt Name of LSA of OAP hra Assa Bi ha Delh Guja Hary I & atak Kera Kolk hya Mu h Odis Punj Rajas u Pr ad Pr ad t Com aras . ____,. Pr ad m r i rat ana Pr ad Kash la ata Prad htra mbai ha ab than (incl esh esh Beng plain a East esh esh mir esh Chennai) (East (Wes al ts ) t) LSACode 1 2 3 4 s 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 Summary of Complaints handled by OAP (OAP-LSA wise) Total Complaints received by TSP as OAP from TAP(s) A including itself Number of complaints to be resolved as OAP (including B backlog complaints from previous month)* Number of Unregistered senders against whom complaints c were reported under "B" Number of complaint(s)found valid, after completion of D investigation Number of complaints found invalid** E Number of complaints found invalid on account of Efl) insufficient details/Wrong Format Number of complaints where CDR not matched E(ii) Number of complaints found invalid-Oue to the reason that E(iii) communication was a Transactional Call/SMS Number of complaints found invalid-Oue to the reason that E(iv) communication was a Service Call/SMS Number of complaints found invalid-Oue to the reason that E(v) it was a duplicate complaint (Details of Original Complaint ID must be mentioned in UTM UCC Ann.exure FS) Number ofcomplaintsfound invalid due to Other E(vi) Number of unregistered senders against complaint(s) found F valid Number of connections of Unregistered senders (used for F lfl) sending UCC) of which outgoing services were suspended Number of Unregistered senders who have been issued notices seeking explanation for 1st violation or Fl(ii) subsequent violation Total number ofunregistere(j Senders against whom action was taken, after final completion of investigation G Number of Unregistere<l senders whose outgoing services G(i) were barred for 15 <lays for first violation Number of c.onnections of senders [G(i)], of which, outgoing G(ii) tele.com services were barred for 15 days for first violation Number of Unregistered senders whose all te.lecom resources were disconnected for one year for 2nd or G(iii) subsequent violation Number of unregistered Senders blackliste<l for one year G(iv) for 2nd or subsequent violation Number ofconnectionsohenders [G(iii)] which were G(v) disconnected for 1 year for 2nd or subsequent violation Number of Unregistered senders who have represented to H the OAP for restoration oftelecom resources Number of Unresigered Senders whose representation H(i) have been decided as 'notto restore telecom resources' Number of Unresigered Senders whose representation H(ii) have been decided as 'to restore telecom resources' * In ideal situation, Row A and Row B should be same. Difference may be observed in exceptional cases, where backlogs occurred. Therefore, keep record ofreasons for backlogs fo complaints on DLT, if any. **Reasons for declaring any complaint Invalid can be: (Row E(i) to E(v)) 1) Insufficient details/Wrong Format 2) CDR not matched 3) Transactional Call/SMS 4) Service Ca ll/SMS 5) Duplicate 6) Other Reasons *** ***For the field "Other Reasons " for declaring any complaint lnva lid, fo llowing supplementary sheet need to be fi lled (Mandatory): (w.r.t.Row E(vi)of the above sheet) Wrongly Routed Cal l shou ld be Forwarded to Correct OAP and should not be declared Inva lid I I Utt a Utt a Him Jam Total An<l Mad Tamil r r Wes hra Bi ha Delh Guja acha mu Karn Kolk hya Mah Nort Odi.s Na du Pr ad Pr ad Name ofLSAof OAP Assa Harv Kera Mu Punj Rajas t I & atak aras h Com Prad m r i rat ana la ata Pr ad mbai ha ab than (incl esh esh Beng esh Prad Kash a esh htra East Chennai.) (East (Wes al plain esh mir ) t) ts lSACode 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 Number of complaints found invalid due to <Reason 1 E(vi) I {mentiQn r~agin}> 1 Number of complaints found invalid due to <Reason 2 E(vi) I {mention reason}> 2 Total E(vi) Arinexure VU: Details of Complaints re.lated to RTM Description: Each TSP, as TAP as well as OAP, require to capture minimum following details of all complaints and Reports handled byTSPs on DLT. [Details of the complete life cycle of all complaints and Reports.] Registrat Complai Mode of UCC Mode·of tategoryofUCC Header/ UCC Referred Referred TAP. TAPlSA lfUCCComplaint l•OAPto Datl!, .1W::heit:h;ettl If, OAPLSA Occuran Ion ID Complai nt Date tomplai t>ate O:>D ucc E:LI/ oescripti TelJ?pll<I Entity Name Name Rejected by TAP, take OAP c Name ce of nant's [DD·MM nt[SMS MM- (SMS/VP telep!'lo on ne N<1.me ,specify the l!eason action received nt wlJere complai Number Y'l'YY} to ¥¥¥¥} ice ne number {REN) if complal aulom<l!:i transferr sender ned B andt'ime 1909/ca andl'imf!'(;aH/Aut Number (RTN)if any ffC"J/ ntfrom cally edio of commun [HH:MM ii to [t.IH:MM o Dialler (used by any Report TAP transferr OAP In commun ication:C :SS) (24 1909/IV :SS) {24 (Pre- RTM (Fiil "R"l ed to real time itation is DR Hr RS/TSP· Hr recordl;! while " OAP in then located matched ro.rmat) APP/TRA format) .d)/A.uto making II real lime at OAP II ii ii I I I c #Date and lime should be captured asper [DD-MM YYYY) [HH:MM :SS] (24 Hr l·-OND Dialler UCCI- time? takenby end App/we b pOrt<!I/.~ mall/any other means {please menticm the means)l D Web Portal TRAI- DNDApp SMSto 1909 Call to 1909 TSP App Email IVRS Others E #Date and lime should be captured asper [DD-MM YYYY] [HH:MM :SS) (24 Hr (live Agent)/R obo Calls) F G SMS Communication/Bro adcasting/Ente rtain ment/IT Voice Banking/lnsurance/F Call inancial products/credit cards Auto Real Estate Dialer Call (Live agent) Auto Dialer Call (Pre- recorde Robo r.u. Consumer goods and automobiles Tourism and Leisure Education Food and Beverages Health Others (Specify) In case ofSMS mode of comolaint. use H K I IM Airtel BSNL MTNL Qn RCL RJIL m VIL STPL ! I I N 0 complaint lacks the C sender number/ header or Date of receipt of UCC UCC>7 days -Report R NAP p Airtel BSNL MTNL Qn RCL RJIL m VIL STPL NAP Q R #Date Yes should be captured asper [DD-MM No YYYY) [HH:MM :SS] (24 Hr format) NAP TAP to (Yes/No) transfer (OAP complai ~:t: (column "Q" Jnlnus •cttJ (d~) s T end) u Yes No NAP Annexure VII: Detail.s of Complaints related to RTM Complat Consent sender/, Se.nder/ Eotity Content Content !'lame of '·lllame of !'lotii;,e 'E'.omplal Reason, ifinvatid Compli!i Content :1600 Hnal ai;tion \aken after, Flnal:actiontal<enafter. nant's ONO Preferen ce v Fully Blocked Block Promo Custome rnot registere don DND Partially Blocked NAP Templat Entity e ID Name w x Entity 10 Registrar Templat Templat (PE ID) TSP e e TYl!e Approval Date II z AA A8 #Date Promoti should anal be captured asper (DD-MM Service YYYY) Implicit [HH:MM :SS) (24 Hr format) Transacti anal Govern ment NAP Tele mar: keter(sl Telemar i$Slled if ·kete r{s) the ntfOund (OAP en<l) n~f'Qund Temp.lat serh•s on{Agaiost investis,ation (Agaiost with with number ValidJln Valid e . .. Number PEs) ·Needed ror action Ielemarketer) valid due to Registrar· misusedA against R'TMs ry Aggregat of .... , wrong • TSP fot ::s:~ilEl~I tio,n ion unique after {w.r.t. Function complai investiga 'Column (w.t.t. nts ls 5 tion "AP") AC c.olumn "AP.") AD or more than:S during last10 days for 1600 AE Yes No NAP (OAP end) AF Valid Invalid Rejected by TAP Content e :~emplat Creator) d AG AH Al A.I Service SMS/Call Yes Airtel Yes Prete re nee Not No BSNL No Blocked lncomplete/inco MTNL NAP rrect information/Wro ng Format CDR Not Match QTL Duplicate RCL Transactional RJIL lo .. «r-u Consent TTL Other(Specify VIL reason) NAP STPL II II II AK AL Asper CoP Asper CoP Outgoing services ofall Outgoing services of all the telecom resources the telecom resources of the sender is barred of the sender is barred for 15 days for 15 days All telecom resources All telecom resources disconnected across disconnected across TSPs and sender has TSPs and sender has been blacklisted for 1 been blacklisted for 1 year year NAP NAP !>ate {DO Time Status Reason, MM· takenfor {Pending If YYYY:} 'final I compial and Time Action ~:~~~4M .l~:o~:n HF "AR" ), minus AM #Date andTime should be captured asper [DD-MM YYYY) [HH:MM :SS) (24 Hr "Q"} (days) AN Closed{ nt l{ecorde pending din UCC• beyond Detect TAT Sv,stem1 (Turn AO Closed Recorde din UCC- Detect System Pending Around lime) AP Annexure -VIII : Details of Comolaints related to UTM Description: Each TSP, as TAP as well as OAP, reauire to caoture minimum followi nedetailsof all comolaints and Reports handled byTSPs on DL T. [Details of the complete life cvcle of all complaints and Reoorts.] Registrat complai Modeof ucc Modeof CategoryofUCC Header/ ucc Referred• Referred TAP TAPlSA lfUCCComplaint Registe,r OAPto Date, Whether lfcom11lainti$not ion 10 (omplai nt oate eomP.lai Date [D.D ucc CLI/ Descripti Telepho• Entity/Sr Name Naitfe Rejected by TAP, ed as take OAP complai transferred to OAP A nant's [OD-MM · nt ISMS MM- (SMS/Vo telepho on ne aod on Specify the Reason complar action received• nt being in teal time then Nttmbftr YYYY] to Y.YiNI ice ne 11umber whose lit [Fill complai automati Time taken by TAP B .... andTime 1909/Ca and11ime call/Aut Number (RTN)lf ibeh;ilf "C"]/ ntfrom cally totransfer (HH:MM II to [HH:MM o PlaU11r (used by any call is Report TAP tr<1nsferr c<!mlllaintto OAP :SS) {24 • f909/IV :SS] (24 (Pre- UTM made, if (Fill "R") ed to (cQh1mn "Q" Hr RS/TSP- Hr recQrde while any(To OAP in minus "C"] (days) format) APP,fl'RA format) d)/ Auto making t>e fllied real c #Date and Time should be captured as per [DD-MM YYYY] [HH :MM :SS) (24 Hr format) 1-0ND Oialll!:r UCC) by time? App/we (Uve. c;oo:u:!lai b Age.nt)JIR t1ant) port;il/1: mail/any other means (please mention the. meaM)] 0 Web Portal TRAI- DNDApp SMSto 1909 Call to 1909 TSP App Email IVRS Other E #Date and Time should be captured asper (DD-MM YYYY] (HH:MM :SS) (24 Hr format) ?!lo Calls) F Voice Call Auto Dialler (Pre- recorde d)/ Auto Dialer Call [Live agent) Robo Calls SMS G Communication/Br <!adcasting/Enterta inment/IT Banking/Insurance /Financial products/credit cards Real Estate Consumer goods and automobiles Tourism and Leisure Education Food and Bevera.,es Health Others In case ofSMS mode of complaint, use NAP H K L Airte l BSNL MTNL Qn RCL Riil TTL VIL STPL M N complaint lacks the sender number/ header or Date of receipt of UCC UCC>7 days Old Report NAP 0 c R Airte l Q #Date should be captured asper BSNL [DD-MM MTNL Qn RCL Riil TTL VIL STPL YYYY) (HH:MM :SS] (24 Hr format) R Yes No NAP s Annexure .VIII: Oetails otComolaints related to UTM OAP tSA OCcuraO' lime Name ce of taken by: where complai; OAP to sender ned match T commun COR ~ ·fta:. ".-·.·C~ (days} mi¢cheg at OAP end {Yes/No) (OAP end) u v Yes No NAP UTM Name w VTM Numbe~~ Number Countofl•Ecountof (lndividu 9f of of complai Valid al/ Mo'blle Landline associate nts Enterpri.$ connectl connect! •d PRl/SIP i!gilinst e} ons ons allotted the Wl lndividu al Enterpris e II allQtted allotted to UTM sender Re~ipl~n tQVTM to UTM in last lll ts in last days lOd~ x AB Notice complai f$.Wedlf ntfound the valid/In num~r of unique comp I al ntsisS OFl'llOl'e thanS during last 10 days A<c Yes No NAP valld, after in;;:ga II II II II II {OAP end} AO Valid Invalid Reason, if invalid {OAP end) Service SMS/call lncomplete/incorr ect information/Wren lg Format CDR Not Match Duclicate Transactional SMS/Call Other{Specify reason) NAP OA·P Action Date& Time (Our;ng Final actlo.n taken bate.tao lime Status by OAP after MM· · ta_kenfot [P!mdlng investigation 'NV'l.} . •. Final I and frme Action Closed/ (HH:MM byOAP Recorde lnvestlga tlon! {OD>:MM ¥'!¥¥ HH:MM: SSI AF I I i I AG # Date Notice issued - and Time Complaints below should threshold. be captured asper [DD-MM YYYY] [HH:MM :SS] {24 Hr format) 1st Violation - Outgoing services barred for 15 days {all resources) under Reg 25 2nd Violation - Disconnected all resources for 1 year/ blacklisted sender under Reg NAP :$SI (14 'E" din ucc- Hr format), when finar action taken aftec investiga ti on AH #Date and Time should be captured asper [DD-MM YYYY] [HH:MM :SS] {24 Hr format) Al AJ Closed Recorde din UCC- Detect System Pending ' • Details · com pl al • POA(Pro n ~ :;: sender nt fl f ofof pending Identity I Address beYQnd D~tails Jtype TAT • 1t AK AL masked, last4 char(l!';te rs should be vi Sible AM AN Sender Details· POA (Proof of Address) Detail$* If masked. last4 cllaracte rs should be visible AO Anne xure-IX: List of Senders and Mobile Numbers/ Landline Numbe rs/ SIPs/ PRls/ othe r telecom resources Blacklist e d/ Disconnected due to UTM violation Name of blacklisted Count ohelecom resources of T'ype of Date of disconnection of List of Names of Date of sharing of Whether Date of Action Acceptance Sender Blacklisted Sender Connection Mobile Number/ Landline Access Providers blacklisting any Receipt of taken on /Rejection (Individual Number/ SIP/ PRI/ other with whom the information with representati Representa representat Date or telecom resources information about theAceess on received tion ion Enterprise) mentioned in Column 8 blacklisting of the Provider from Sender Landlin Mobile SIP/PRI other T'otal Sender mentioned in e/FTTH shared ColumnE A B1 82 B3 B4 B c D E F G H I J Ai rte l Pe nding BSNL Accepted MTNL and Sender Reactivated QTL RCL Rejected RJIL TTL VIL STPL ALL *List should include all Disconnected/Black listed Se nders including t hose se nders who have bee n reactivated afte r rece ipt ofrepre sentatio n in the reported mont h Annexure-9(B): List of Senders and Mobile Numbers/ Landline Numbers/ SIPs/ PRls/ other te lecom resources Blacklisted/ Disconnected by t he Access Provider due to UTM violation (as per information about Blacklisting received from ot her Acce ss Providers) Name of blacklisted Count oftelecom re.sources of Type of Date of Receipt of Name of Access Date ·of Sender Blacklisted sender Connection Information about Provider who, as disconnection of (individual blacklisting of the Sender OAP, first Mobile Number/ Landi in Mobile SIP/PRI other Total o r from the other Access blacklisted the Landline e/FTTH Enterprise) Provider Sender Number/ SIP/ PRI mentioned in Columns A 81 B2 B3 B4 B c D E F Airte l BSNL MTN L QTL RCL RJ IL TTL VIL STPL Note: As per provisions ofTCCCPR-2018 & 2025, OAP shall put the S ender under blacklisted category on U1Mviolation . Once blacklisted, not only all the telecom resources of the Sender shall be disconnected for one year by OAP & all other Access Providers, but a lso no n ew telecom resources to such Sender shall be allocated by any Access Provide r for one year. However, one telephone number may be a ll owed to be retained by such sender during this period. Accordingly, Annexure -9(A) is to be filled by OAP in respect of each of the Blacklisted Senders. Correspondingly, each other Access Provider shall give information as per Annexure-9(B) in respect of each of the Blacklisted Sen de rs as Annexure X: Executive Progress Summary: To be submitted as TAP and OAP with status as on last day of re porting month Name ofTSP as TAP: Total Complaints received by TSP as TAP A Number of total complaints received against the UCC from SMS mode Aft) Number of total complaints received against the UCC from Voice call mode Afti) Total Complaints rejected by TAP B Number of complaints rejected If the complaint lacks the sender number/ header or Date ofreceipt of UCC B(i) Number of customers informed aboutthe format and procedure when their complaints were treated as invalid due to B(i)(a) B(i) Number of complaints found invalid due to UCC more than 7 days old B(ii) Total Complaints transferred by TSP as TAP to OAP(s) including itself c Total Complaints transferred by TSP as TAP to Airtel C(i) Total Complaints transferred by TSP as TAP to BSNL . C(ii) Total Complaints transferred by TSP as TAP to MTNL C(iii) Total Complaints transferred by TSP as TAP to QTL C(iv) Total Complaints transferred by TSP as TAP to RJIL C(v) Total Complaints transferred by TSP as TAP to Rcom C(vi) Total Complaints transferred by TSP as TAP to TTL C(vii) Total Complaints transferred by TSP as TAP to VIL C(viii) Total Complaints transferred by TSP ~s TAP to STPL C(xi) Total Complaints pending to be transferred as TAP to OAP(s) on last day of reporting month (A-C) D Name of TSP as OAP: Total Complaints received by TSP as OAP from TAP(s)including itself in reporting month E Total Complaints received by TSP as OAP from TAP(s) pending from previous month to reporting month F Number of complaints to be resolved as OAP (including backlog complaints from previous months} (E+F) G Number of complaints to be resolved as OAP against UTM out ofG H Number of complaints to be resolved as OAP against RTM out ofG I No of Registered Telecom resources (SMS Headers) against which complaints were raised l(i) No of Registered Telecom resources (140/ 1600 /)against which complaints were raised l(ii) Number of complaint closed out ofG on last dayofreporting month J Number of complaint pending out of G on last day of reporting month K Number of disconnected senders after completion of investigation for complaints reported in Gin reporting month on L I ast day of re porting month Number of blacklisted Senders after completion of investigation for complaints reported in Gin reporting month on last day of reporting month M