Audit process, consent requirements, and handling violations for voice calling in India.
Audit Process
When a recipient complains about an unwanted call:
- Recipient complains to their telecom provider
- Provider identifies Plivo as the originating carrier
- Plivo compliance team identifies your account
- Audit notice sent to your registered email
- Five business days to respond with evidence
Audit Notice Contents
Audit notices include:
| Field | Description |
|---|
| Caller number | Your Plivo number used |
| Callee number | Recipient’s number |
| Timestamp | Call time in IST |
| Call UUID | Unique call identifier |
Required Evidence
You must provide consent evidence showing:
- Company logo/name
- Recipient’s name
- Phone number
- Date consent was given
Acceptable formats:
- CRM screenshots
- Signed consent forms
- Digital opt-in records
- Call recordings with verbal consent
Audit Outcomes
| Scenario | Outcome |
|---|
| Valid evidence within 5 days | Audit closed |
| Insufficient evidence | Request for additional documentation |
| No response in 5 days | Number disconnection, possible account suspension |
| Multiple complaints | Potential TRAI blacklisting |
TRAI Blacklisting: Repeated violations can result in your business being blacklisted by the Telecom Regulatory Authority of India (TRAI), preventing you from using Indian telecom services.
Best Practices to Avoid Audits
| Practice | Description |
|---|
| Call only opted-in users | Never call without explicit consent |
| Honor rejections | Remove users who request to stop calls |
| Refresh consent | TRAI requires consent renewal every 6 months |
| Maintain records | Keep consent evidence for at least 1 year |
| Use DND scrubbing | Check numbers against Do Not Disturb registry |
Consent Requirements (TRAI)
Per TRAI regulations:
- Consent must be explicit and documented
- Consent expires after 6 months — must be renewed
- Users can withdraw consent at any time
- Maintain audit trail of all consent records
