Submission of Performance Monitoring Report under Telecom Commercial Communications Customer Preference Regulations

[Image omitted. See the official document.]

Telecom Regulatory Authority of India [भारत सरकार / Government of India]

Dated: 27th Jan 2026

DIRECTION

Subject: Direction under section 13, read with sub-clauses (i) and (v) of clause (b) of sub-section (1) of section 11, of the Telecom Regulatory Authority of India Act, 1997 (24 of 1997), regarding submission of Performance Monitoring Report to the Authority under the Telecom Commercial Communications Customer Preference Regulations, 2018 (6 of 2018).

File No. D-27/1/(1)/2021-QoS (E-141): Whereas the Telecom Regulatory Authority of India (hereinafter referred to as the “Authority”), established under sub-section (1) of section 3 of the Telecom Regulatory Authority of India Act, 1997 (24 of 1997) (hereinafter referred to as “TRAI Act”), has, in exercise of the powers conferred upon it under section 36, read with sub-clause (v) of clause (b) and clause (c) of sub-section (1) of section 11, of the TRAI Act, made the Telecom Commercial Communications Customer Preference Regulations, 2018 (6 of 2018) dated the 19th July, 2018 (hereinafter referred to as the “regulations”), to regulate unsolicited commercial communications (UCC);

2. And whereas regulation 8, 19 and 20 of the regulations, inter-alia, contain provisions pertaining to Codes of Practice for monthly reporting (CoP-Reports), conferring power upon the Authority to formulate a standard Code(s) of Practice (CoP) and mandate that every access provider shall comply with the provisions of Standard Code(s) of Practice;

3. And whereas sub-regulation (3) of regulation 26 of the regulations provides that every Access Provider shall submit to the Authority its compliance reports in respect of unsolicited commercial communications, complaints or reports from its customers in such manner and format, at such periodic intervals and within such time limits as may be specified by the Authority, from time to time, by an order or direction;

4. And whereas the Authority issued a Direction No. D-27/1/(1)/2021-QoS dated the 15th February, 2021, directing all Access Providers, inter-alia, to submit compliance reports, on quarterly basis, separately for each calendar month in the quarter, as per the Performance Monitoring Report formats specified in the said Direction, within a period of twenty one days of quarters ending on the 31st March, the 30th June, the 30th September and the 31st December of the year, respectively, starting from report for the quarter ending on 31st March, 2021 and also issued a letter No. D 27/1/(1)/2021-QoS dated the 15th February, 2021, inter-alia, requesting all the Access Providers to maintain records of information relating to complaints and reports handled by them and submit the same to the Authority as and when sought;

5. And whereas, the Authority issued Direction No. D-27/1/(1)/2021-QoS dated the 24th June 2024, inter-alia, specifying additional information to be included in the Performance Monitoring Report formats specified therein;

6. And whereas the Authority issued the Telecom Commercial Communications Customer Preference (Second Amendment) Regulations (1 of 2025) dated the 12th February, 2025 (hereinafter referred to as the “Second Amendment of TCCCPR”) and added provisions pertaining to easing of process of reporting of spam; empowering of customers; standardization of identifiers to help consumers; stringent measures against Spammers/ Senders of Unsolicited Commercial Communications; strengthening of the UCC control ecosystem;

7. And whereas sub-item (m) of item 2 in Schedule V of the regulations, inter alia, provides that all Access Providers shall maintain records of complaints against unregistered senders, including record of Senders for all the complaints such as, name of Sender, category of Sender (individual/ Enterprise), address and other relevant details to uniquely identify the Sender;

8. And whereas the Authority, while reviewing the implementation of Second Amendment of TCCCPR, observed that the information relating to the handling of complaints, as submitted by the service providers under Direction No. D-27/1/(1)/2021-QoS dated the 15th February, 2021 and Direction No. D-27/1/(1)/2021-QoS dated the 24th June, 2024, requires the incorporation of additional details into the formats of the Performance Monitoring Reports due to the newly added and modified provisions inserted in the regulations through its Second Amendment of TCCCPR. Further, keeping in view the recent developments in the telecom technical and regulatory ecosystem such as the introduction of Virtual Network Operators (VNOs), new numbering series, and the requirement to enable effective monitoring of the overall performance of measures undertaken by Access Providers to control UCC, it has become necessary to incorporate additional details in the Performance Monitoring Reports;

9. And whereas sub-regulation (4) of regulation 26 of the regulations, inter alia, provides that the Authority may verify and assess the processes followed by the Access Provider for registration and resolution of complaints, examination and investigation of such complaints, and reporting thereof to the Authority and sub-regulation (5) of regulation 26 of the regulations provides that the Access Providers shall provide real-time access to the Authority to various processes and databases related to the activities being performed under the regulations;

10. Now, therefore, the Authority, in exercise of the powers conferred upon it under section 13, read with sub-clauses (i) and (v) of clause (b) of sub section (1) of section 11, of the Telecom Regulatory Authority of India Act, 1997 (24 of 1997) and the provisions of the Telecom Commercial Communications Customer Preference Regulations, 2018 (6 of 2018); and in supersession of the Direction No. D-27/1/(1)/2021-QoS dated the 15th February, 2021 and the Direction No. D-27/1/(1)/2021-QoS dated the 24th June, 2024, hereby directs all Access Providers to –

(a) submit the Performance Monitoring Report in the formats attached with this Direction and the guidelines contained in Annexure G, separately for each calendar month, in accordance with the Standard Code of Practice for periodic reporting (CoP-Reports), and for the said purpose, Annexure I to Annexure IX shall be submitted within twenty one (21) days from the end of each calendar month while Annexure X, related to Executive Progress Summary, shall be submitted within five (5) days from the end of each calendar month, starting from the report for the month of February 2026;

(b) provide the Authority with access to their systems for real-time monitoring of complaints, containing all information as specified in the Performance Monitoring Reports in Annexure VII and Annexure VIII; and

(c) provide the Authority with access to their such systems which enables identification of a sender from a telecom resource and also furnish all related information including the details of all the telecom resources provided by it to the sender as well as all the telecom resources obtained by such sender from other Access Providers (Sender Database).

(Deepak Sharma) Advisor (QoS-II)

To All Access Providers (including BSNL and MTNL)

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Annexure G

Guidelines for Submission of Compliance Reports under the Telecom Commercial Communications Customer Preference Regulations, 2018, and Second Amendment of TCCCPR

A. Mode of Submission of Reports

i. All reports shall be submitted online through the portal developed by the Authority, by transmitting the requisite details via Application Programming Interfaces (APIs).

ii. Each Access Provider shall be required to enable secure APIs for submission of such reports.

iii. Pending the development and testing of APIs, reports may alternatively be submitted by uploading the prescribed Excel files onto the portal.

iv. As the data uploaded through either API or Excel files shall be subject to data integrity and validation checks, the data format specified in the Annexures, along with the guidelines provided herein, must be strictly adhered to. Non-compliance with the specified format may result in rejection of reports during the upload stage.