TRAI amends spam-call regulations: AI-based detection, pre-declared A2P calls, a 7-day inquiry window and a consumer appeal
TRAI has introduced the Telecom Commercial Communication Customer Preference (Third Amendment) Regulations, 2026. Businesses using automated (A2P) calls must pre-declare them to their telecom provider; commercial messages on the basis of a customer’s inquiry are allowed only for seven days; and action against a sender can start at three complaints in ten days if its number is also flagged by AI.
Key facts
- In force
- Regulations introduced 18 September 2026; date of effect not stated in the release
- Who it affects
- Businesses sending commercial calls and SMS, telemarketers, e-commerce and e-service platforms, telecom service providers, VNOs, call management app providers, telecom consumers
- What it is
- Rule change
- Section
- Legal & Disputes
- Published
- 18 September 2026
In 30 seconds
- The Telecom Commercial Communication Customer Preference (Third Amendment) Regulations, 2026 were introduced on 18 September 2026, amending the TCCCPR, 2018.
- New regulation 21A: telecom providers must identify sender numbers with a high probability of being used for unsolicited commercial communication (UCC) and share the information among themselves.
- Every entity using A2P calls must pre-declare such use and the calling numbers to its TSP; A2P calls without prior declaration are treated as UCC.
- Communication on the basis of a customer’s inquiry is allowed only for seven days from the inquiry, which must be in writing or digital and kept in verifiable form.
- Action is triggered at 3 or more unique complaints in ten days if the sender’s number is also flagged by the AI/ML system; the existing threshold is 5 or more.
- Consumers can appeal against the resolution of a UCC complaint within 15 days.
हिंदी में सार
TRAI ने स्पैम कॉल और SMS रोकने के लिए TCCCPR, 2018 में Third Amendment Regulations, 2026 लागू किए हैं। अब autodialler या recorded आवाज़ वाली (A2P) कॉल करने से पहले कंपनी को अपने टेलीकॉम प्रदाता को इसकी घोषणा करनी होगी; ग्राहक की पूछताछ के आधार पर संपर्क सिर्फ़ सात दिन तक किया जा सकेगा। दस दिन में तीन शिकायतें और AI द्वारा flag होने पर भेजने वाले पर कार्रवाई शुरू होगी, और उपभोक्ता शिकायत के निपटारे के ख़िलाफ़ 15 दिन में अपील कर सकेगा।
Before and now
5 or more unique complaints within a period of ten days.
3 or more unique complaints within ten days, where the sender’s CLI is flagged by the AI/ML-based system as suspected of sending UCC.
What TRAI has done
According to a release of the Ministry of Communications dated 18 September 2026, the Telecom Regulatory Authority of India (TRAI) has amended the Telecom Commercial Communications Customer Preference Regulations, 2018 (TCCCPR, 2018) by introducing the Telecom Commercial Communication Customer Preference (Third Amendment) Regulations, 2026. The release does not state the date from which the amendments apply.
What changes for businesses that call or message customers
| Subject | What the amendment provides |
|---|---|
| A2P calls | Defined as voice calls initiated by an application, software system or automated platform without direct human dialling, including autodialling, robo-calls and pre-recorded or artificial voice. Every entity using them must pre-declare such use to its TSP with details of the CLIs to be used. A2P calls made without prior declaration are treated as UCC |
| A2P termination charge | Up to ₹0.05 per minute, levied by the terminating access provider on the originating access provider. Calls through numbering series designated for regulated commercial calls, and Authority-authorised calls, are exempt |
| Inquiry-based communication | Allowed only for seven days from the date of the customer’s inquiry. The inquiry must be in writing or through digital means and kept by the sender in verifiable form |
| Legacy consents | Recognised only where obtained through verifiable means and subsequently registered on the digital platform of the TSPs |
| Misuse of headers or content templates | The originating access provider is to suspend them within six hours of becoming aware and issue notice to the sender. The sender must take remedial measures and file a complaint with the law enforcement agency. Where the misuse is attributed to a telemarketer, all its telecom resources across TSPs are disconnected for one year, with blacklisting |
| Agreements with TSPs | TRAI may prescribe essential conditions that must form part of agreements between access providers and senders or telemarketers |
| Classification of senders | TRAI may classify senders into categories and specify differentiated enforcement measures |
Detection and enforcement
- Regulation 21A: TSPs must identify sender CLIs with a high probability of being used for UCC and share the information among themselves. This incorporates TRAI’s Direction of 27 February 2026.
- Where five or more CLIs associated with a sender are flagged within ten days, access providers will begin investigation and graded action — KYC re-verification, physical verification, barring of outgoing services, and disconnection for repeated violations.
- Complaint-based action is triggered at 3 or more unique complaints within ten days if the sender’s CLI is also flagged by the AI/ML-based system. The existing threshold is 5 or more unique complaints in ten days.
- The 140xx, 1600xx and 1601xx series shall not be flagged as suspected spam for recipients.
For consumers and app providers
- A consumer can appeal against the resolution of a UCC complaint within 15 days before the Appellate Authority — through the TRAI DND App, the TSP’s app or portal, or a call or SMS to 1909.
- Call management applications are prohibited from blanket blocking, filtering or spam-tagging calls from the 1600xx/1601xx and 140xx series; individual consumers remain free to block calls on their own devices. Such an application may not offer spam reporting unless it sends the report to the DLT platform of the access providers.
What businesses should do
If you use autodiallers, robo-calls or recorded-voice calls, declare this and the numbers used to your telecom provider beforehand. Keep a verifiable written or digital record of every customer inquiry you rely on, and stop after seven days. Register older consents on the TSPs’ digital platform if you intend to use them, and guard your headers and content templates.
Questions and answers
What is an A2P call and what must a business do before making one?
Under the amendment, an A2P call is a voice call initiated by an application, software system or automated platform without direct human dialling, including autodialling, robo-calls and pre-recorded or artificial voice. Every entity using A2P calls must pre-declare such use to its TSP with details of the CLIs to be used; otherwise the calls are treated as unsolicited commercial communication.
For how long can a business contact a customer who made an inquiry?
Only for seven days from the date of the inquiry. The inquiry must be made in writing or through digital means and kept by the sender in a verifiable form.
How many complaints now trigger action against a sender?
Three or more unique complaints within ten days, if the sender’s CLI is also flagged by the AI/ML-based system as suspected of sending UCC. The existing threshold is five or more unique complaints within ten days.
Can a consumer appeal if not satisfied with how a spam complaint was resolved?
Yes. An appeal may be preferred within 15 days before the Appellate Authority, through the TRAI DND App, the TSP’s app or portal, or a call or SMS to 1909, besides the modes under the complaint redressal regulations of 2012.
Are old customer consents still valid?
The definition of consent now includes legacy consents, but only where they were obtained through verifiable means and are subsequently registered on the digital platform of the TSPs.
Published 18 September 2026. Updated 13 October 2026. This report is for general information and is not professional advice. Read the source document before acting on it.