NDNC Compliance Portal FAQs
What is the purpose of the NDNC Complaint Tracker system?
The NDNC Complaint portal is to monitor, track, and resolve customer complaints and provide interface to customer to easily upload, check the status etc.
Who must comply with the TCCCPR regulations?
All registered Telemarketers (RTMs), Principal Entities (PEs) must comply with TCCCPR, 2018.
We are already using Exotel Closed DND – Why should we still provide proof
Use of non-140 numbers are allowed only for transaction and service calls. By providing proof, you are establishing that the call made was for service / transaction and not for promotional.
What happens when a complaint is filed against a Telemarketer?
The complaint is routed through DLT and informed to the Telemarketer. It is now important for telemarketers to provide the proof.
What is the required timeline for addressing a UCC complaint?
As per TCCCPR:
- Complaints must be acknowledged within 24 hours.
- Complaints must be resolved within 3 business days from the date of lodging. Failure to comply can lead to penalties or disconnection.
What happens when a complaint is filed against a Telemarketer?
The complaint is routed through DLT and informed to the Telemarketer. It is now important for telemarketers to provide the proof
What happens if the proof is not provided.
- All complaints which are not justified with a proof are considered valid complaint and action is expected to be initiated on the Telemarketer.
- The action is warning with 15 days suspension for 1 violation and 1 year suspension of all telecom services for 1 year for the 2nd violation.
What is a good proof.
Good proof will establish that the customer reached out with explicit consent and the call/SMS was not promotional in nature. General guidelines below:
- Customer Information: Clearly show the customer’s name and contact number.
- Proof of Existing Relationship: Documents such as invoice, service agreement, or transaction records.
- Customer Consent: Valid proof of explicit consent from the complainant within the last 6 months.
- Consent Date: Date when consent was provided.
- Call Recording: If available, include the recording of the transactional/service call.
- Additional Supporting Documents (if applicable) - OTP: Call Logs, Loan Documents for debt collection, Order Details & Proof of Delivery for logistics-related communication, etc. will help close the complaints.
Can Telemarketers view their performance and complaints trend?
Yes, the NDNC Complaint Tracker dashboard provides:
- Number and type of complaints.
- Complaint resolution status.
What should a Telemarketer do if they receive a false complaint?
Provide evidence of consent or customer opt-in.
How often should a Telemarketer check the NDNC portal?
Daily checks are recommended to ensure timely acknowledgment and resolution of complaints and to remain updated on compliance obligations.
If the complaints are very low – you can also check based on the mail sent out.
How many email ID can we add to a particular complaints (From Telemarketers perspective)
You can add 5 email ID
Emails are going to someone else in the company and not reaching the actual person who works on NDNC complaints.
Please reach out to our AD / CX and provide the email ID – They will list it as “DND Compliance” ID in our systems and for future cases, the mail will reach them.
For now, you can also forward the email and OTP to the relevant teams internally.
Can a new email ID be added to a complaint which is already shared with us.
No. The system does not allow updating the additional Email ID once the email are triggered. It can be done only for future complaints received by us.
How many proof can I add
You can add only one proof and upload it.
How can I add multiple snapshots to one complaint.
Create a PDF file with multiple snapshots and upload one single PDF file
What all files are supported.
PDF, GIF, PNG are supported. We recommend to use PDF for all cases if possible.
Will my sales account Manager (Exotel employee) has access to all my complaints.
Yes
I am not being taken to the password page at all when I enter my email ID
This is most likely due to your email ID not listed in any complaint.
Only email ID which are mapped to active complaints will lead to OTP page
Can I see old complaints
Yes
Where can I get more information on the TCCCPR 2018 regulation
Please find the TRAI link - https://trai.gov.in/tcccpr