Telecom Regulator tightens norms against nuisance communication
New Delhi, September 18: The Telecom Regulatory Authority of India (TRAI) has made extensive changes to its regulations to curb spam calls and unsolicited commercial messages (UCC). The new provisions include artificial intelligence (AI)-based monitoring, prompt action against spam callers, a system of appeals for consumers, and control of robocalls.
According to the Ministry of Telecommunications, the TRAI has implemented the Telecom Commercial Communications Customer Preference (Third Amendment) Regulations, 2026. Under this, telecom companies will be required to identify and share spam call numbers using AI and machine learning. If five or more numbers associated with a sender are found suspicious within ten days, an investigation and phased action will be taken against them.
The amended rules also regulate application-to-person (A2P) calls. Calls made through autodialers, robocalls, and recorded voices will now require prior announcement. Unsolicited calls will be considered unsolicited commercial communication.
TRAI has also tightened its process for handling spam complaints. Now, if three or more complaints are received against a number within ten days and the AI system also identifies it as suspicious, action can be initiated against it. Previously, five complaints were required for this. For
the first time, consumers have been given the right to appeal the resolution of complaints. Complainants can appeal through the TRAI DND app, the service provider’s portal, or 1909.
The new rules also recognize old consent letters, provided they have been obtained in a verifiable manner and are registered on the telecom companies’ digital platforms.
TRAI has also tightened its enforcement against misuse of headers and content templates. In such cases, the relevant header or template will have to be suspended within six hours. If a telemarketer’s role is exposed, all their telecom resources can be shut down for one year and they can also be blacklisted.
