To address the issue of unwanted calls and messages, the Telecom Regulatory Authority of India (Trai) has instructed service providers to establish a unified digital platform within two months. This platform will be used to obtain, maintain, and revoke customers’ consent for receiving promotional calls and messages. Initially, only subscribers will be able to register their consent, and later, businesses will be able to seek consent from customers for promotional messages.
Trai has directed all access providers to develop and implement the Digital Consent Acquisition (DCA) facility, which will create a standardized platform for customers to give their consent digitally across all service providers and principal entities. Currently, there is no unified system to indicate customer consent for receiving promotional messages. Trai has given a two-month timeframe for access providers to develop these facilities and implement them gradually, following the Telecom Commercial Communication Customer Preference Regulations, 2018.
Under the existing system, consent is obtained and maintained by various entities such as banks, financial institutions, insurance companies, trading companies, and real estate companies. The absence of a unified digital platform makes it challenging for telecom operators to verify the authenticity of consents.
The DCA process will include features to seek, maintain, and revoke customer consent, following the processes outlined in the TCCCP Regulation 2018. The consent data collected will be shared on the Digital Ledger Platform (DLT) for review by all access providers.
In addition, access providers, including Reliance Jio, Bharti Airtel, and Vodafone Idea, have been instructed to use a common short code starting with 127 for sending consent-seeking messages. These messages must clearly state the purpose, scope, and principal entity or brand name seeking consent. Only approved web or app links, callback numbers, and designated contact information will be allowed in these messages.
Furthermore, access providers must develop SMS, IVR (interactive voice response), and online facilities to allow customers to express their unwillingness to receive any consent-seeking messages from any principal entity.