What is UCC (Unsolicited Commercial Communication)?
UCC refers to commercial calls or messages sent without the recipient’s consent. In India, the Telecom Regulatory Authority of India (TRAI) strictly regulates UCC to protect consumers from spam calls and messages.What are TRAI’s regulations on commercial calls?
| Regulation | Requirement |
|---|---|
| Prior consent | Must obtain explicit consent before calling |
| DND compliance | Must not call numbers on Do Not Disturb registry |
| Time restrictions | Commercial calls only between 9 AM - 9 PM |
| Consent validity | Consent must be refreshed every 6 months |
| Record keeping | Must maintain consent records for audit |
What triggers a UCC complaint?
A UCC complaint is typically triggered when:- A recipient reports an unwanted commercial call to their telecom provider
- The call was made without proper consent
- The call violated time restrictions (before 9 AM or after 9 PM)
- The recipient is on the DND registry
What is the voice call audit process?
When a complaint is filed, the following process occurs:- Complaint filed - Recipient reports unwanted call to their telecom provider
- Provider investigation - Provider identifies Plivo as the originating carrier
- Account identification - Plivo compliance team identifies the account responsible
- Audit notice sent - Email notification sent to account holder
- Response deadline - Five business days to respond with evidence
What information is included in audit notices?
Audit notices contain details to help you identify the call in question:| Field | Description |
|---|---|
| Caller number | Your Plivo number that made the call |
| Callee number | The recipient’s number |
| Timestamp | Date and time of call (IST timezone) |
| Call UUID | Unique identifier for the call |
| Complaint reference | Provider’s complaint tracking number |
How do I respond to a UCC audit notice?
- Locate the call - Use the Call UUID or timestamp to find the call in your logs
- Gather consent evidence - Collect proof that the recipient opted in
- Submit documentation - Reply to the audit email with your evidence
- Meet the deadline - Respond within 5 business days
What evidence is required to prove consent?
Your consent evidence must clearly show:| Element | Description |
|---|---|
| Company identification | Your logo or company name |
| Recipient name | Name of the person who consented |
| Phone number | The number that received the call |
| Consent date | When consent was obtained |
| Purpose | What the recipient agreed to receive |
- CRM screenshots showing opt-in
- Signed consent forms
- Digital opt-in records (web forms, SMS confirmations)
- Call recordings where verbal consent was given
What are the consequences of UCC complaints?
| Scenario | Outcome |
|---|---|
| Valid evidence submitted within 5 days | Audit closes, no action taken |
| Insufficient evidence | Request for additional documentation |
| No response within 5 days | Phone number disconnection |
| Repeated complaints on same number | Number permanently blocked |
| Multiple complaints across account | Account suspension |
| Severe violations | TRAI blacklisting of business |
What happens if my number is disconnected?
If your number is disconnected due to UCC complaints:- You will receive a disconnection notice via email
- The number cannot be used for outbound calls
- Inbound calls to the number will fail
- You may appeal by providing valid consent evidence
- If appeal is denied, the number is permanently released
Can I appeal a disconnection or suspension?
Yes, you can appeal by:- Replying to the disconnection notice email
- Providing new evidence that was not previously submitted
- Explaining any extenuating circumstances
How can I avoid UCC complaints?
Consent best practices
- Obtain explicit consent - Never assume consent; get clear opt-in
- Document everything - Keep records of when and how consent was obtained
- Refresh consent - Re-confirm consent every 6 months per TRAI rules
- Honor opt-outs - Immediately stop calling anyone who asks
Call timing
- Only make commercial calls between 9 AM - 9 PM IST
- Avoid calling on national holidays
- Consider recipient’s likely availability
DND compliance
- Check numbers against DND registry before calling
- Remove DND-registered numbers from your call lists
- Update your DND lists regularly
Record keeping
- Maintain call logs with timestamps
- Store consent records for at least 1 year
- Keep records easily accessible for audits
What is the DND (Do Not Disturb) registry?
The National Do Not Disturb Registry is maintained by TRAI. Consumers can register their numbers to opt out of commercial communications.| DND Category | Description |
|---|---|
| Fully blocked | No commercial calls of any kind |
| Category-specific | Blocked for specific categories (banking, real estate, etc.) |
How do I check if a number is on DND?
Plivo does not provide DND lookup directly. You should:- Maintain your own opt-in database
- Use third-party DND verification services
- Only call numbers that have explicitly opted in to your communications
What are the penalties for TRAI violations?
| Violation | Penalty |
|---|---|
| First offense | Warning and number disconnection |
| Repeated violations | Account suspension |
| Severe violations | TRAI blacklisting |
| Business blacklisting | Barred from obtaining telecom services in India |
How long does the audit process take?
| Stage | Timeline |
|---|---|
| Initial notice | Sent within 2-3 days of complaint |
| Response deadline | 5 business days from notice |
| Review of evidence | 2-3 business days |
| Final decision | Within 5 business days of submission |
Who should I contact for help with UCC complaints?
For assistance with UCC complaints or audits:- Email: [email protected]
- Support: support.plivo.com