The Telecom Regulatory Authority of India (TRAI) has taken strict action against telecom operators for not effectively tackling spam calls and messages.
According to an official source, TRAI has levied financial disincentives exceeding ₹150 crore on telecom service providers for non-compliance over a three-year period starting 2020. The penalties were imposed due to operators’ failure to act on complaints, including wrongful closure of customer grievances and inaction against telecom resources used by spammers. Operators have challenged the fines.
“Financial disincentives of more than ₹150 crore have been imposed on telecom service providers for wrong closure of customer complaints and for not taking action on telecom connections of spammers in accordance with the regulations,” the source said.
TRAI clarified that penalties were not for spam originating on networks, but for operators failing to act after complaints were received. Regulations require swift investigation and action—ranging from suspension to disconnection—against numbers used for spam. Each service area can attract fines of up to ₹50 lakh per month for non-compliance. Audits revealed multiple complaints were closed without proper action.
The enforcement drive has led to mass disconnections and blacklisting. Over 21 lakh spam accounts have been disconnected and more than 1 lakh entities blacklisted in the past year. In September 2024 alone, telecom operators disconnected around 18.8 lakh spam connections and blacklisted over 1,150 entities.
Consumer complaints remain central to Trai’s action. Blocking numbers individually is insufficient, as spammers frequently switch numbers. To simplify reporting, TRAI introduced a Do Not Disturb (DND) app and extended the complaint window from 3 days to 7 days.
New measures include:
- Five complaints against a sender within 10 days trigger action.
- Mandatory 1,600 series numbers for banks, financial services, insurance, and government calls.
- Classification of messages using P (promotional), T (transactional), S (service), and G (government).
- Complete ban on promotional calls from regular 10-digit numbers.
- Complaints against unregistered senders can be filed without activating DND preferences.
Telecom operators argue controlling spam is increasingly complex due to virtual numbers, rapid SIM churn, and advanced routing. Legal challenges are ongoing.
TRAI emphasizes that strict enforcement, consumer participation, and rapid complaint redressal are vital to curb spam. As digital fraud, phishing, and financial scams often originate from spam calls and messages, the regulator has warned that accountability for operators will continue to increase.
Also read: Viksit Workforce for a Viksit Bharat
Do Follow: The Mainstream formerly known as CIO News LinkedIn Account | The Mainstream formerly known as CIO News Facebook | The Mainstream formerly known as CIO News Youtube | The Mainstream formerly known as CIO News Twitter
About us:
The Mainstream is a premier platform delivering the latest updates and informed perspectives across the technology business and cyber landscape. Built on research-driven, thought leadership and original intellectual property, The Mainstream also curates summits & conferences that convene decision makers to explore how technology reshapes industries and leadership. With a growing presence in India and globally across the Middle East, Africa, ASEAN, the USA, the UK and Australia, The Mainstream carries a vision to bring the latest happenings and insights to 8.2 billion people and to place technology at the centre of conversation for leaders navigating the future.
