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भारतीय दूरसंचार विवियामक प्राविकरण
Telecom Regulatory Authority of India
July 24, 2024
ORDER
Subject: Order under section 12 of the Telecom Regulatory Authority of India Act, 1997
(24 of 1997) to the Access Providers to furnish information in respect of senders
and Unregistered Telemarketers (UTM) who are violating the provisions of the
Telecom Commercial Communications Customer Preference Regulations, 2018
(6 of 2018).
F. No. D-27/1/(1)/2024-QoS (E-13278). 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 been entrusted with discharge of certain functions, inter alia, to ensure
compliance of terms and conditions of licence; regulate the telecommunication services;
protect the interests of consumers of the telecom sector; ensure technical compatibility and
effective inter-connection between different service providers; lay-down the standards of
quality of service to be provided by the service providers and ensure the quality of service and
conduct the periodical survey of such service provided by the service providers so as to protect
interest of the consumers of telecommunication service;
2.
And whereas, in the exercise of the power 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 TRAI Act, the
Authority 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 (hereinafter referred to as “UCC”);
3.
And whereas regulation 24 of the regulations, inter alia, provides that every Access
Provider shall establish or cause to establish Distributed Ledgers for Complaints (DL-
Complaints) with requisite functions, processes and interfaces:-
(1) to record complaints and reports regarding violation of regulations made by the
customer in the Distributed Ledger for Complaints (DL-Complaints) in an immutable
and non-repudiable manner;
(2) to record, inter alia, resolution status of the complaint or report regarding violation
of regulations;
(3) to record three years history of complainant with details of all complaints made by
him, with dates and times, and status of resolution of complaints;
(4) to record three years history of senders against which complaint is made or reported
with details of all complaints, with dates and times, and status of resolution of
complaints;
(5) to interact and exchange information with other relevant entities in a safe and secure
manner; and
(6) to support any other functionalities as required to carry out functions provided for
in these regulations;
4.
And whereas regulation 25 of the regulations, inter alia, provides that every Access
Provider shall establish systems, functions, and processes to resolve complaints made by the
customers and to take remedial action against senders as provided in the said regulation, and
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in case the complaint is related to a Unregistered Telemarketer (hereinafter referred to as
“UTM”), for third and subsequent instances of violations, all telecom resources of the sender
shall be disconnected for a period up to two years and Originating Access Provider (OAP) shall
put the sender under blacklist category and communicate to all other Access Providers to not
to allocate new telecom resources to such sender for up to two years from the date of such
communication;
5.
And whereas regulation 26 of the regulations, inter alia, provides that every Access
Provider shall maintain records of complaints and submit reports to the Authority, and the
relevant provisions of regulation 26 reads as under:-
“(2) Every Access Provider shall maintain records of complaints, from its customers
and received from Terminating Access Providers, against unregistered senders for
sending unsolicited commercial communications on daily basis for each service area
and submit performance monitoring report to the Authority as and when required in a
format as prescribed.
(3) 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) The Authority may, from time to time, through audit conducted either by its own
officers or employees or through agency appointed by it, verify and assess the process
followed by the access provider for registration and resolution of complaints,
examination and investigation of the complaints and reporting to the Authority.”;
6.
And whereas section 12 of TRAI Act empowers the Authority, where it considers it
expedient so to do, to call upon any service provider, by order in writing, to furnish in writing,
such information or explanation relating to its affairs as the Authority may require;
7.
Now, therefore, in exercise of the powers conferred upon it under section 12 of the
Telecom Regulatory Authority of India Act, 1997 (24 of 1997), read with the provisions of the
Telecom Commercial Communications Customer Preference Regulations, 2018 (6 of 2018),
the Authority hereby directs all Access Providers to furnish to the Authority, within five
business days from the date of issue of this order, duly signed hard copy and soft copy of the
following information:-
(a) the details in respect of UTM numbers listed in Annexure-1, in the format
specified in the said Annexure in MS-Excel format; and
(b) the details in respect of the twenty-five (25) senders against whom maximum
number of UTM complaints have been recorded during the quarter April-June,
2024, in the format specified in Annexure-2 in MS-Excel format, along with
information regarding telecom resources allocated to the sender.
(मिीष जैि/ Manish Jain)
संयुक्त सलाहकार (सेिा गुणित्ता-II)/ Joint Advisor (QoS-II)
Email: manish.jain75@nic.in
To
All Access Providers
S. No.
UTM Number
Access
Provider of
the UTM
Number
Name of the
Sender* in whose
name connection
is working
[*Sender means
the person or the
entity, as defined
in the regulations.
Complete
information is to
be provided in
respect of all the
complaints
against the
Sender (not the
individual mobile/
landline/ DID
number) as well
as the telecom
resources
allocated to the
Sender.]
Whether
Sender* is
Individual
(Retail)/
Enterprise
Customer
Sender's
PoI
Documen
t
Sender's
PoI
Documen
t Number
Sender's
Address
Details of all
telecom
resouces
allocated to the
Sender*
(including List of
PRIs, SIPs, and
corresponding
DIDs) (kindly
attach the
details in
separate sheet
for each
Sender*). Note-
Please indicate
type
(SIP/PRI/Mobile
/indiividual
Landline)of
telecom
resource against
each resource.
No. of
Complaints
received against
the Sender*
(Person/ Entity)
during Apr-2024
(as OAP)
No. of
Complaints
received against
the Sender*
(Person/ Entity)
during May-
2024 (as OAP)
No. of
Complaints
received against
the Sender*
(Person/ Entity)
during Jun-2024
(as OAP)
No. of
Complaints
received from
unique
Complainants
against the
Sender*
(Person/ Entity)
during Apr-2024
(as OAP)
No. of
Complaints
received from
unique
Complainants
against the
Sender*
(Person/ Entity)
during May-
2024 (as OAP)
No. of
Complaints
received from
unique
Complainants
against the
Sender*
(Person/ Entity)
during Jun-2024
(as OAP)
No. of telecom
resources
(PRIs/ SIPs)
disconnected
due to UTM
violations
during Apr-2024
No. of telecom
resources
(PRIs/ SIPs)
disconnected
due to UTM
violations
during May-
2024
No. of telecom
resources
(PRIs/ SIPs)
disconnected
due to UTM
violations
during Jun-2024
No. of telecom
resources
(DIDs/ Mobile
Numbers/Indivi
dual landline)
disconnected
due to UTM
violations
during Apr-2024
No. of telecom
resources
(DIDs/ Mobile
Numbers/Indivi
dual landline)
disconnected
due to UTM
violations
during May-
2024
No. of telecom
resources (DIDs/
Mobile/Individua
l landline
Numbers)
disconnected due
to UTM
violations during
Jun-2024
Whether Account
Level
Disconnection of
Sender*
(Disconnection of
all telecom
resources) done
due to UTM
violations (Yes/
No)
Whether
the
Sender*
Blackliste
d due to
UTM
violations
(Yes/ No)
Remarks
1
7880094425
2
79-68179698
TTL
3
731-6116221
TTL
4
731-6116215
TTL
5
731-6116271
TTL
6
22-62913400
TTL
7
731-6116244
TTL
8
731-6116329
TTL
9
731-6116284
TTL
10
731-6116061
TTL
11
120-6490065
TTL
12
731-6116219
TTL
13
731-6116148
TTL
14
731-6116297
TTL
15
731-6116328
TTL
16
731-6116278
TTL
17
731-6116147
TTL
18
731-6116296
TTL
19
731-6116182
TTL
20
731-6116195
TTL
21
731-6116302
TTL
22
731-6116326
TTL
23
731-6116194
TTL
24
731-6116149
TTL
25
80-65720130
TTL
26
22-68170338
TTL
27
731-6116189
TTL
28
79-69692368
TTL
29
80-69659436
TTL
30
22-68170348
TTL
31
129-7127082
VIL
32
7447103209
VIL
33
79-97952559
VIL
34
8447644183
VIL
35
129-7127910
VIL
36
129-7127982
VIL
37
129-7127985
VIL
38
129-7192868
VIL
39
129-7192928
VIL
40
129-7192979
VIL
41
129-7192980
VIL
42
129-7193192
VIL
43
731-5125259
VIL
44
731-7169164
VIL
45
731-7169283
VIL
46
731-7177173
VIL
47
731-7177807
VIL
48
79-71452558
VIL
49
79-71847627
VIL
50
79-71881129
VIL
51
79-97952552
VIL
52
731-7178065
VIL
53
79-71452551
VIL
54
8037930565
VIL
55
129-7127992
VIL
56
129-7128010
VIL
57
129-7128048
VIL
58
22-50044116
VIL
59
4071319500
VIL
60
5227186383
VIL
61
731-7114103
VIL
62
731-7115882
VIL
63
731-7115932
VIL
64
79-71452552
VIL
65
79-71452554
VIL
66
8037930568
VIL
67
8071993036
VIL
68
8071993160
VIL
69
9711521758
VIL
70
120-5089900
VIL
71
120-5089903
VIL
72
22-50044124
VIL
73
5227187737
VIL
74
4071320296
VIL
75
731-4389069
Airtel
76
731-4389073
Airtel
77
731-5125259
Airtel
78
124-4120715
Airtel
79
731-4874021
Airtel
80
7428655961
Airtel
81
8130536596
Airtel
82
8527456755
Airtel
83
8178402388
Airtel
84
120-3529752
85
120-3668807
86
129-3505869
87
172-5342314
88
721-7833630
89
7248384052
90
731-3120539
91
731-3732534
92
731-3732563
93
731-3732570
94
7443503207
95
79-82017832
96
8076312605
97
8287723141
98
8368395028
99
8707501669
100
731-4147548
101
731-7177010
102
731-4364165
103
731-4147544
104
731-3788266
105
731-3788289
106
731-4364142
107
731-3757983
108
731-3788294
109
731-3785488
110
731-3758076
111
731-3758079
112
731-7188333
113
731-3785472
114
731-1718350
115
731-3798407
116
731-3758289
117
731-3788357
118
731-3788365
119
9076151861
120
8368407240
RJIL
121
172-5644819
VMIPL
122
79-71704822
VIL
123
9672238234
VIL
124
9773569552
Airtel
125
9870515972
Airtel
126
79-71704824
VIL
127
9522897486
VIL
128
9811054196
VIL
129
8448-439635
Airtel
130
79-71632947
VIL
131
9122663738
Airtel
132
9060685461
Airtel
133
9899076460
VIL
134
8633504787
RJIL
135
80-35092852
RJIL
136
8587931949
VIL
137
79-71137662
VIL
138
8882410169
139
79-71922544
140
731-3733172
141
731-3755162
142
731-3756934
143
731-3755156
144
79-01467081
145
731-3756912
146
79-71695073
147
731-3756905
148
79-71695057
149
731-4513057
150
731-3724610
151
79-71695033
152
79-71695035
153
79-48546195
154
80-68533003
155
79-71695024
156
2668-356006
157
124-3678828
158
124-3680045
159
80-37674797
160
80-37674795
161
80-37674793
162
731-3717124
S. No.
Quarter
Access
Provider
Name of 25
Senders* with
Maximum No. of
UTM Complaints
during Apr-Jun,
2024
[*Sender means
the person or the
entity, as defined in
the regulations.
Complete
information is to be
provided in respect
of all the
complaints against
the Sender (not the
individual mobile/
landline/ DID
number) as well as
the telecom
resources allocated
to the Sender.]
Whether
Sender*
is
Individual
(Retail)/
Enterpris
e
Customer
Sender's
PoI
Documen
t
Sender's
PoI
Documen
t Number
Sender's
Address
Details of all
telecom
resouces
allocated to the
Sender*
(including List of
PRIs, SIPs, and
corresponding
DIDs) (kindly
attach the
details in
separate sheet
for each
Sender*). Note-
Please indicate
type
(SIP/PRI/Mobile
/indiividual
Landline)of
telecom
resource against
each resource.
No. of
Complaints
received
against the
Sender*
(Person/ Entity)
during Apr-
2024 (as OAP)
No. of
Complaints
received
against the
Sender*
(Person/ Entity)
during May-
2024 (as OAP)
No. of
Complaints
received
against the
Sender*
(Person/ Entity)
during Jun-2024
(as OAP)
No. of
Complaints
received from
unique
Complainants
against the
Sender*
(Person/ Entity)
during Apr-
2024 (as OAP)
No. of
Complaints
received from
unique
Complainants
against the
Sender*
(Person/ Entity)
during May-
2024 (as OAP)
No. of
Complaints
received from
unique
Complainants
against the
Sender*
(Person/ Entity)
during Jun-
2024 (as OAP)
No. of telecom
resources
(PRIs/ SIPs)
disconnected
due to UTM
violations
during Apr-
2024
No. of telecom
resources
(PRIs/ SIPs)
disconnected
due to UTM
violations
during May-
2024
No. of telecom
resources
(PRIs/ SIPs)
disconnected
due to UTM
violations
during Jun-
2024
No. of telecom
resources
(DIDs/ Mobile
Numbers/Indivi
dual landline)
disconnected
due to UTM
violations
during Apr-
2024
No. of telecom
resources
(DIDs/ Mobile
Numbers/Indivi
dual landline)
disconnected
due to UTM
violations
during May-
2024
No. of telecom
resources (DIDs/
Mobile/Individua
l landline
Numbers)
disconnected due
to UTM violations
during Jun-2024
Whether Account
Level
Disconnection of
Sender*
(Disconnection of
all telecom
resources) done
due to UTM
violations (Yes/
No)
Whether
the
Sender*
Blackliste
d due to
UTM
violations
(Yes/ No)
Remarks
