Tezzbuzz Desk-Telecom Regulatory Authority of India (TRAI) has taken a big step in not being able to effectively control the increasing spam calls and messages in the country. The regulator has imposed a total hefty fine of Rs 150 crore on telecom operators including Jio, Airtel and Vodafone Idea (VI). This penalty has been imposed for not following the rules properly between 2020 and 2023.

TRAI’s allegation: Non-compliance of rules, wrong disposal of complaints

According to TRAI, the penalty is not because the spam calls originated from the operators’ network, but because they did not take timely and as per the rules against spammers.
According to ET Telecom report, in many cases, telecom service providers wrongly closed customer complaints. Under the rules, a fine of up to Rs 50 lakh per month per license service area can be imposed. The total penalty was decided on this basis.

Revealed in audit: Gross negligence in action

TRAI’s audit revealed serious lapses in action against spam.

• Last year, mobile connections of more than 21 lakh spammers were disconnected.
• More than 1 lakh institutions were blacklisted.
• Following the new instructions issued on August 13, 2024, 18.8 lakh connections were disconnected and 1,150+ entities blacklisted in September 2024 alone.

Relief for users: DND app and easy complaint rules

To increase the convenience of customers, TRAI has launched DND app, through which complaints about spam calls or messages can be filed in 4–6 clicks. Along with this, the time limit for filing complaint has been increased from 3 days to 7 days. Now subscribers can complain within seven days of receiving the call or SMS, which will make it easier to identify and take action against spammers.

New strict rules to crack down on spam

TRAI has made the rules more stringent-

• Action can be initiated if 5 complaints are received on any number in the last 10 days.
• Banking, Financial Services and Insurance For BFSI entities, it is mandatory to make transaction/service call through 1600 series number only.
• Government organizations will also use the 1600 series to make calls to citizens.
• Promotional calls will not be allowed from 10 digit mobile numbers.

This step of TRAI is a sign of zero tolerance against spam. Along with the fine, strict rules and easy complaint procedure are expected to provide relief to customers from unwanted calls and messages and increase the accountability of telecom operators.