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# How does MyOperator define and handle Unsolicited Commercial Communication (UCC) complaints?

## ⚡ Quick answer

* UCC is any commercial call or message sent without the recipient’s prior consent, as defined by TRAI.
* When a telecom user reports such communication to their operator, we immediately review the complaint, ask the business for valid opt-in proof, and take action—including service restriction and financial penalty—if the proof is missing or invalid.

## When should I use this guide?

Open these instructions whenever you need to understand MyOperator’s end-to-end process for receiving, investigating, and resolving UCC complaints in line with Indian telecom regulations.

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## 1. What is UCC?

Unsolicited Commercial Communication (UCC) is any commercial call or message that reaches a telecom user without their prior consent. (Source: Telecom Regulatory Authority of India – TRAI)

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## 2. When is a UCC complaint lodged?

A user may ask their operator to raise a complaint when:

* A promotional or marketing call is received without opt-in consent.
* The recipient believes the communication was unsolicited.

The operator then starts the regulatory review process and notifies MyOperator.

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## 3. Our commitment to compliance

We strictly follow all applicable telecom regulations. Businesses on our platform must:

* Obtain valid, verifiable opt-in consent before sending commercial communication.
* Keep accurate records of that consent.
* Avoid spam, unsolicited marketing, and any misuse of telecom services.

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## 4. How we handle UCC complaints (5-step process)

1. The complaint is reviewed internally.
2. The concerned business account is notified.
3. Valid opt-in proof is requested from the business.
4. The documentation is reviewed against regulatory requirements.
5. Appropriate action is taken—this may include service restriction and a financial penalty.

These actions protect consumers, ensure compliance, and provide a fair investigation.

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## 5. What is opt-in consent?

Opt-in consent means the complainant explicitly agreed to receive communication from the business within the last six months. Acceptable collection methods include:

| Opt-in method | Example record to retain |
| --- | --- |
| Website form | Timestamped form submission |
| App registration | In-app acceptance log |
| Digital acceptance record | Checkbox + IP address capture |

Businesses must store these records and present them on request.

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## 6. Important note on number deactivation

Telecom operators or government authorities may suspend or deactivate numbers if they suspect regulatory violations. In such cases:

* Detailed reasons may not be shared.
* Restoration timelines may vary.
* Reactivation is subject to the regulator’s approval, not MyOperator’s discretion.

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## 7. Process flow diagram

![Process flow diagram](https://content.api.getguru.com/files/view/25e231ff-389d-4662-87bd-fa06438b896a)

Alt-text: Sequence showing user → operator → MyOperator → business; branch to closure or service restriction.

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## 8. When this does NOT work?

The complaint process will not clear the business if:

* Opt-in proof is missing, older than six months, or falsified.
* The business fails to respond within the specified timeline.
* The operator or authority has already deactivated the number.

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Keywords: Unsolicited Commercial Communication, UCC complaint, opt-in consent, TRAI, telecom compliance, spam prevention