The National Customer Call Preference Registry
1. What is meant by Commercial Communication?
“Commercial Communication” means any message, voice or SMS, made through telecommunications service, which is transmitted for the purpose of informing about, or soliciting or promoting any commercial transaction in relation to goods, investment or services.
2. What is Unsolicited Commercial Communication (UCC)?
“Unsolicited Commercial Communication” means any commercial communication which a subscriber opts not to receive but does not include,
(i) any transactional message; or
(ii) any message transmitted on the directions of central Government or State Government or agencies authorized by it
3. Which messages are categorized as Transactional Messages?
“Transactional message” means an SMS containing only—
(i) information sent to its customer(s) by the Bank or financial institution or insurance company or credit card company or Access Provider pertaining to the account of that customer(s);
(ii) information given by Airlines or Indian Railways or its authorised agencies to its passengers regarding travel schedules, ticket booking and reservation;
(iii) information from a registered educational institution to parents or guardians of its students;
(iv) any other message as may be specified by the Authority, from time to time as “Transactional message”
4. Which messages are categorized as Promotional Messages?
“Promotional message” means message containing promotional material or advertisement of a product or service.
5. What is the Provider Customer Preference Register?
“Provider Customer Preference Register” means a data base maintained by an Access Provider containing telephone numbers and other details of its subscribers who have registered their preference regarding commercial communications.
6. What is the National Customer Preference Register (NCPR)?
“National Customer Preference Register” means a national data base containing a list of the telephone numbers of all subscribers who have registered their preferences regarding receipt of commercial communications.
7. What is National Telemarketers Register?
“National Telemarketers Register” means a national data base containing details of telemarketers registered with the Authority.
8. Who is a Telemarketer?
“Telemarketer” means a person or legal entity engaged in the activity of transmission of commercial communications.
9. What is meant by ‘Fully Blocked’ Category?
“Fully blocked” means stoppage of all types of commercial communication.
10. What is meant by ‘Partially Blocked Category?
“Partially blocked” means stoppage of all commercial communications, except SMS in respect of category or categories of preference indicated by the subscriber.
11. What are the different preferences available to a customer in partially blocked category?
Following preferences under partially blocked categories are available to a customer:
(1) Banking/Insurance/Financial products/credit cards,
(2) Real Estate,
(3) Education,
(4) Health,
(5) Consumer goods and automobiles,
(6) Communication/Broadcasting/Entertainment/IT,
(7) Tourism and Leisure.
12. What is Customer Preference Registration Facility?
“Customer Preference Registration Facility” means the facility established by an Access Provider, for the purpose of registration or de-registration of the preference of its subscribers in respect of receipt of commercial communications.
13. What is the procedure for registration in NCPR?
You can register your preference(s) in NCPR by dialing 1909 or by sending SMS to 1909. For detailed procedure visit the website www.nccptrai.gov.in and click „How to register‟ under tab „Information for customers‟.
14. Can I change my preference once chosen?
Yes. Any subscriber may, at any time after expiry of three months from the date of registration or three months from the date of registration or last change of his request can change his preference. For detailed procedure visit the website www.nccptrai.gov.in and click „How to change Preference‟ under tab „Information for customers‟.
15. I have already registered my telephone number in earlier NDNC registry. Do I need to register again?
No. A subscriber who is already registered in the National Do Not Call Registry (NDNC) is not required to re-register and his said registration will be valid under the „fully blocked‟ category.
16. Can I make a complaint if I get a commercial call/SMS even after registering my number in fully blocked category?
Yes. In case any subscriber receives unsolicited commercial communication after expiry of seven days from the date of his registration in the Provider Customer Preference Register, he may make a complaint to his Access Provider
17. Can I make a complaint if I get a SMS from the partially blocked category when I have not opted for it?
Yes.
18. What is the procedure of making a complaint?
You can make a complaint to your Access Provider, through voice call or SMS, mentioning therein the particulars of telemarketer, the telephone number from which the unsolicited commercial communication has originated, the date, time and brief description of such unsolicited commercial communication. For detailed procedure visit the website www.nccptrai.gov.in and click „How to register complaint‟ under tab „Information for customers‟.
19. Will I get any feedback on my complaint?
Yes, you will get feedback on your complaint within 7 days of making such complaint.
20. What if I change my mind? Can I take my number off the National Customer Call Preference Registry?
Yes. Any subscriber may, at any time, after expiry of three months from the date of registration, request the Access Provider, for withdrawal of his registration. For detailed procedure visit the website www.nccptrai.gov.in and click „How to de-register‟ under tab „Information for customers‟.
21. My number is on the fully blocked category of NCPR. Can my access provider send me promotional messages for third party services provided by him?
No.
22. I have more than one personal telephone number. Do I have to register all of those numbers?
Yes, if you don‟t want to receive commercial communications on these numbers.
23. How long does my phone number stay registered?
Your telephone number will remain registered with NCPR unless you prefer to withdraw the same from NCPR.
24. I moved and got a new phone number. Do I need to register the new number?
Yes. You have to register your new number separately.
25. Do I need to take my old phone number off the list when I get a new number?
No, if you don‟t want to receive commercial communication on your old number also.
26. Can I register all my family and friends?
One should register his telephone numbers only for not receiving commercial communications. All such request will be registered from the same number on which such commercial calls have to be fully/ partially bared.
27. Can I identify the telemarketing calls even when I am not registered with NCPR?
All Telemarketers have been allocated 10 digit number of 70XXXXXXXX number series. Therefore, you can identify the telemarketing call even if you are not registered with NCPR.
28. Can I stop Commercial calls and SMS from 9.00 PM to 9.00 AM?
As per regulations, no telemarketing (Voice Call or SMS) is permitted between 9.00 PM to 9.00 AM.
29. What is meant by Access Providers?
“Access Providers” includes the Basic Telephone Service Provider, Cellular Mobile Telephone Service Provider and Unified Access Service Provider.
30. Who is an Originating Access Provider?
“Originating Access Provider” means the Access Provider who has provided the telecom resources to a telemarketer.
31. Who is a Terminating Access Provider?
“Terminating Access Provider” means the Access Provider on whose network the subscriber receiving the commercial communication is registered.
32. What is meant by Area Code?
“Area code” means any number earmarked or allotted to a specific short distance charging area in the National Numbering Plan for accessing the telephone in such area.
33. What is the National Numbering Plan?
“National Numbering Plan” means the National Numbering Plan 2003 made by the Central Government or any such plan, as may be made by the Central Government from time to time.
34. What is meant by Header?
“Header” means alpha numeric identifier of commercial and transactional SMS.
35. What are the different types of headers?
(i) Header for promotional message
XY-NZZZZZ
where X stands for the code allotted to the Access provider;
Y stands for the service area ;
N is the serial number (1-7) of partially blocked category; ZZZZZ indicates five digits allocated to particular telemarketer by an access Provider.
(ii) Header for transactional message
XY-ZZZZZZ
where X stands for the code allotted to the Access provider;
Y stands for the service area;
ZZZZZZ indicates six alphabets for company or organization sending transactional SMS
36. What do you mean by Basic Telephone Service Providers?
“Basic Telephone Service Provider” means a service provider who has been granted license under section 4 of the Indian Telegraph Act, 1885 (13 of 1885) to establish, install, operate and maintain Basic Telephone Service in the specified service area.
37. What is meant by Basic Telephone Service?
“Basic Telephone Service” covers collection, carriage, transmission and delivery of voice or non-voice messages over licensee‟s Public Switched Telephone Network in the licensed service area and includes provision of all types of services except for those requiring a separate licence.
38. What do you mean by Cellular Mobile Telephone Service Providers?
“Cellular Mobile Telephone Service Provider” means a licensee authorized to provide Cellular Mobile Telephone Service under a licence granted under section 4 of the Indian Telegraph Act, 1885 (13 of 1885), in a specified service area.
39. What is meant by Cellular Mobile Telephone Service?
“Cellular Mobile Telephone Service”,--
(i) means telecommunication service provided by means of a telecommunication system for the conveyance of messages through the agency of wireless telegraphy where every message that is conveyed thereby has been, or is to be, conveyed by means of a telecommunication system which is designed or adapted to be capable of being used while in motion;
(ii) refers to transmission of voice or non-voice messages over Licensee‟s Network in real time only but service does not cover broadcasting of any messages, voice or non-voice; however, Cell Broadcast is permitted only to the subscribers of the service;
(iii) in respect of which the subscriber (all types, pre-paid as well as post-paid) has to be registered and authenticated at the network point of registration and approved numbering plan shall be applicable.
40. What is meant by Unified Access Service?
“Unified Access Services”,
(i) means telecommunication service provided by means of a telecommunication system for the conveyance of messages through the agency of wired or wireless telegraphy;
(ii) refers to transmission of voice or non-voice messages over licensee‟s network in real time only but service does not cover broadcasting of any messages, voice or non-voice, however, Cell Broadcast is permitted only to the subscribers of the service;
(iii) in respect of which the subscriber (all types, pre-paid as well as post-paid) has to be registered and authenticated at the network point of registration and approved numbering plan shall be applicable.
TRAI Regulations on Commercial Calls/SMS
TRAI!
To holistically curb this growing menace and effectively regulate unsolicited commercial Calls and messages.
Customers- Customers (landline and mobile) who do not want to receive commercial communications can dial or SMS to 1909 (toll free) and register in either of the two categories:
Fully Blocked Category- stoppage of all commercial Calls/SMS
Partially Blocked Category- stoppage of all commercial Calls/SMS except SMS from one of the opted preferences
For registering option using SMS, for 'fully blocked category', write "START 0" and send it to 1909. For 'partially blocked category', send SMS 'START' with one or multiple options from the list of seven categories.
There are at present 7 preferences to choose from- Banking/Insurance/Financial Products/Credit Cards-1, Real Estate-2, Education-3, Health-4, Consumer goods and automobiles-5, Communication/Broadcasting/Entertainment/IT-6, Tourism-7.
For example: To receive messages relating to only Health products, then send SMS "START 4" to 1909. Similarly, for receiving messages relating to Real Estate and Education, send SMS "START 2,3" to 1909.
On successful registration, customer will receive an SMS confirming exercised options and a Unique Registration Number within 24 hrs. The registration will be effective within 7 days of placing the request with the service provider. The customers can check the status of their registration by clicking on "Customer Registration Status".
Customer can also change the preferences after 7 days of registration or the last change of preference.
If customer receives UCC even after 7 days of registration, he can register a complaint with his service provider within 3 days of receipt of such UCC by dialing or sending SMS to 1909. Customers will have to provide the telephone number or header of the message from where the call or message has been received, short description of such call or message along with the date and time.
For complaint through SMS, customer has to send SMS "COMP TEL NO XXXXXXXXXX;dd/mm/yy;Time in hh:mm; short description of Unsolicited Commercial Communication" to 1909. Where XXXXXXXXXX - is the telephone number or header of the SMS, from which the UCC has originated.
Service Provider will take action on complaint and inform the complainant within 7 days of lodging of complaint. Customers may check registration status of his complaint through the link "UCC Complaint Registration Status".
Customers not registered with NCPR can also identify the commercial calls because they will all come from numbers starting with '140'. This is a series specially earmarked for telemarketers.
Also, in order to control the possibility of SMS packages (those allow a very large number of SMS per day) to be used by the telemarketers for sending large number of SMSs from a normal telephone number, a limit of 100 SMS per day per SIM has been laid down under these regulations except on blackout days.
Further, all commercial calls or SMS except the transactional SMSs will be sent to the customers only between 9 AM and 9 PM.
Telemarketers- Existing telemarketers also have to re-register with TRAI. To register as telemarketer, click the link "New Telemarketer Registration" and follow the instructions. Payment of registration fee can be made through online mode (credit card/debit card/Internet Banking) or offline mode (cash or DD). Registered telemarketers can download the data base of customers registered on NCPR through this portal using their login credentials and it shall be their responsibility to ensure that no call for SMS is made to such numbers.
For more details visit http://www.nccptrai.gov.in
BSNL CHOOSE YOUR MOBILE NUMBER via Internet or Via SMS
CHOOSE YOUR MOBILE NUMBER The detailed procedure with respect to Selection/Creation of numbers (Normal number and Fancy number excluding Vanity and Penta vanity numbers) via Internet/SMS is as follows. Procedure for Selection/Creation of Fancy/Normal number.
1) Selection of fancy /normal number via Internet:-
a) The selection of fancy /normal number will be available on Internet.
b) The selection option will be accessible via Internet through the website “http://circlename.bsnl.co.in”, .
c) The customer can select the available number in the list and as soon as he selects the number, a 7 digit PIN number (Personal Identity Number) will be generated and the same will be sent through SMS to the customer to his mobile number entered in the web-page. (Preferably a BSNL mobile number may be given for the receipt of the PIN number). d) An exclusive option is also available to fill the address of the customer; this will avoid any disconnection at a later stage due to “address not available”. e) The selection of the number will be reserved for the subscriber for 96 hours for normal numbers and 24 hours for fancy numbers(excluding holidays), within which the customer has to activate the selected number by approaching the nearest CSR otherwise the reserved number will be cancelled and will be taken back to add it in the spare list. f) In order to know the amount fixed in case of fancy number it will be marked against the fancy number which will enable the customer for his commitment. g) The customer is given a choice of selecting only one Fancy /Normal GSM mobile number.
2) Selection of normal number via SMS:-
a) Any BSNL customer can get the list of spare numbers by texting “NLIST free XXXXX” or “NLIST free” to 53733. In case of the earlier one, XXXXX can be any 3 to 5 digit. A list of 10 spare numbers withmatching XXXXX will be sent to the mobile number from which the request is initiated. In case of the later, any 10 spare random numbers will be sent. In any case, the numbers will be reserved and allotted on FCFS basis only.
b) For reservation of GSM numbers the Customer has to text “CONF <number chosen>”to 53733.
c) On receipt of the SMS, the number will be RESERVED and the Customer will be informed accordingly by sending a 7 digit PIN number for the booked GSM number. This process may take about 15 minutes. If the number is already allotted at the time of receipt of SMS, the Customer will be intimated accordingly and can try again.
d) The selection of the number will be reserved for the subscriber for 96 hours within which the customer has to activate the selected number by approaching the nearest CSR otherwise the reserved number will be cancelled and will be taken back to add it in the spare list.
1) Selection of fancy /normal number via Internet:-
a) The selection of fancy /normal number will be available on Internet.
b) The selection option will be accessible via Internet through the website “http://circlename.bsnl.co.in”, .
c) The customer can select the available number in the list and as soon as he selects the number, a 7 digit PIN number (Personal Identity Number) will be generated and the same will be sent through SMS to the customer to his mobile number entered in the web-page. (Preferably a BSNL mobile number may be given for the receipt of the PIN number). d) An exclusive option is also available to fill the address of the customer; this will avoid any disconnection at a later stage due to “address not available”. e) The selection of the number will be reserved for the subscriber for 96 hours for normal numbers and 24 hours for fancy numbers(excluding holidays), within which the customer has to activate the selected number by approaching the nearest CSR otherwise the reserved number will be cancelled and will be taken back to add it in the spare list. f) In order to know the amount fixed in case of fancy number it will be marked against the fancy number which will enable the customer for his commitment. g) The customer is given a choice of selecting only one Fancy /Normal GSM mobile number.
2) Selection of normal number via SMS:-
a) Any BSNL customer can get the list of spare numbers by texting “NLIST free XXXXX” or “NLIST free” to 53733. In case of the earlier one, XXXXX can be any 3 to 5 digit. A list of 10 spare numbers withmatching XXXXX will be sent to the mobile number from which the request is initiated. In case of the later, any 10 spare random numbers will be sent. In any case, the numbers will be reserved and allotted on FCFS basis only.
b) For reservation of GSM numbers the Customer has to text “CONF <number chosen>”to 53733.
c) On receipt of the SMS, the number will be RESERVED and the Customer will be informed accordingly by sending a 7 digit PIN number for the booked GSM number. This process may take about 15 minutes. If the number is already allotted at the time of receipt of SMS, the Customer will be intimated accordingly and can try again.
d) The selection of the number will be reserved for the subscriber for 96 hours within which the customer has to activate the selected number by approaching the nearest CSR otherwise the reserved number will be cancelled and will be taken back to add it in the spare list.
BSNL Calls From Unknown Destination Note
Calls from unknown destination: Some complaints are being received that subscribers are getting missed call at odd hours from unknown numbers. When they dial these numbers, they are charged at ISD rates. BSNL has been sending SMS to all subscribers not to make calls to unknown missed calls other than those starting from +91 (calls originating within India).
All BSNL subscribers should avoid making calls to these missed calls specially those starting from
+92, +93 or +99.
All BSNL subscribers should avoid making calls to these missed calls specially those starting from
+92, +93 or +99.
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