New Delhi: The Telecom Regulatory Authority of India (TRAI) has tightened its framework against Unsolicited Commercial Communications (UCC), bringing artificial intelligence-based detection, stricter action against suspected spammers and new safeguards for consumers.
The changes have been introduced through the Telecom Commercial Communications Customer Preference (Third Amendment) Regulations, 2026, aimed at preventing misuse of telecom resources for spam calls and messages.
AI Detection to Trigger Faster Action Against Spammers
Under the amended framework, telecom service providers will use AI/ML-based systems to identify Calling Line Identification (CLI) numbers suspected of being used for UCC.
If five or more CLIs linked to a sender are flagged within 10 days, telecom providers can initiate further investigation and graded enforcement action.
Possible measures include:
- KYC re-verification
- Physical verification
- Suspension of outgoing services
- Disconnection of telecom resources in cases of repeated violations
TRAI has also incorporated its February 2026 direction requiring telecom providers to share information on suspected UCC senders across operators.
Three Complaints Can Now Trigger Action
TRAI has lowered the threshold for complaint-based action against suspected UCC senders.
Previously, five or more unique complaints within 10 days could trigger action. Under the amended rules, action can begin when:
- Three or more unique complaints are received within 10 days; and
- The sender’s CLI is also flagged by the telecom provider’s AI/ML system as having a high probability of sending UCC.
The change is intended to enable earlier identification and faster action against suspected spammers.
A2P Calls Brought Under Regulatory Framework
The amendments also introduce specific provisions for Application-to-Person (A2P) calls, which include automated calls made through software, applications or platforms.
The definition covers:
- Autodialled calls
- Robocalls
- Calls using pre-recorded or artificial voices
- Other automated calls initiated without direct human dialing
Entities using A2P calls must pre-declare their use to telecom service providers, including the CLIs they intend to use.
A2P calls made without the required declaration will be treated as UCC.
A termination charge of up to ₹0.05 per minute has also been introduced for A2P calls, subject to specified exemptions.
Consumers Get Right to Appeal UCC Complaint Decisions
The amended regulations introduce an appeal mechanism for consumers whose UCC complaints have been resolved.
Consumers can file an appeal within 15 days before the designated Appellate Authority.
Appeals can be filed through existing complaint channels, including:
- TRAI DND App
- Telecom service providers’ apps or portals
- Call or SMS
- Other modes specified under the applicable consumer complaint regulations
Commercial Messages After Customer Inquiry Limited to Seven Days
TRAI has also specified conditions for commercial communications based on a customer’s inquiry.
A sender can communicate with a customer following an inquiry about goods, products or services for up to seven days from the date of the inquiry.
The inquiry must be made in writing or digitally, and the sender must retain it in a verifiable form.
The provision is intended to facilitate legitimate communications by e-commerce and e-service platforms while limiting its use for spam.
Safeguards Added Against Misuse of Headers
The amended framework also strengthens measures against misuse of registered Headers and Content Templates used for commercial communications.
If misuse is detected, the originating access provider must suspend the affected Header or Content Template within six hours of becoming aware of the misuse.
Where a telemarketer is responsible for the misuse, its telecom resources across telecom service providers can be disconnected for one year, along with blacklisting.
140xx and 1600xx Series Protected From Blanket Spam Tagging
TRAI has also restricted blanket blocking or spam tagging by Call Management Applications (CMAs) for designated commercial communication number series.
The protected series include:
- 140xx — regulated promotional calls
- 1600xx and 1601xx — service and transactional calls
These calls should not be blanket-blocked or tagged as spam by CMAs. However, consumers will continue to have the option to individually block or filter calls on their devices.
CMAs that allow users to report unsolicited commercial communications must also transmit those reports to the Distributed Ledger Technology (DLT) platform maintained by access providers.
Legacy Consent to Be Digitised and Verified
The amended framework expands the definition of explicit consent to include certain legacy consents already held by entities.
Such consent will be recognised only when:
- It was obtained through verifiable means; and
- It is subsequently registered on the telecom service provider’s digital platform.
TRAI said the changes are aimed at improving accountability among senders, telemarketers and telecom service providers while strengthening consumer protection against unwanted commercial communications.
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