What are the customer’s responsibilities regarding Unsolicited Commercial Communication (UCC) complaints in India?

Businesses making outbound calls in India must strictly follow Telecom Regulatory Authority of India (TRAI) guidelines to avoid Unsolicited Commercial Communication (UCC) complaints. The core requirement is obtaining explicit prior consent from every recipient before initiating promotional or transactional communication. Using phone numbers collected from third-party websites, marketplaces, or unverified databases without consent can lead to regulatory penalties and potential suspension of calling services.

To remain compliant, organizations are responsible for maintaining formal, auditable CRM records that clearly prove when and how consent was obtained. These records act as primary evidence during TRAI investigations or operator audits. FreJun supports businesses in following these best practices by integrating with leading CRM platforms and enabling structured call documentation.

In accordance with the Telecom Regulatory Authority of India (TRAI) guidelines, businesses making calls must obtain prior consent from the recipient (“callee”) before initiating communication. Using contact information sourced from third-party applications or websites without consent is strongly discouraged and may lead to regulatory action.

Customers are expected to maintain a formal CRM record for each callee, clearly documenting that valid consent has been obtained. This record serves as evidence in the event of any TRAI investigation or complaint, helping to ensure uninterrupted service.

FreJun users may use CRM platforms such as HubSpot or other suitable tools for maintaining such records.

For more details, please refer to the attached video:-

For assistance in implementing consent management practices or safeguarding against UCC complaints, please contact us at legal@frejun.com for detailed guidance.

Sign up for FreJun: https://product.frejun.com/signup