UCC Complaint Handling (TRAI)

TRAI gives you 24 hours to prove the subscriber’s consent. Collect the SMS Log ID, opt-in record, and DND-scrub report, then upload them to your operator’s UCC portal. Fines escalate from ₹1,000 (first strike) to total blacklisting after the 7th strike in six months.

When should I use this guide?

Follow these steps the moment you receive a UCC-compliant notice from your telecom operator or SMS aggregator.

1. Regulatory flow at a glance

Alt-text: Flow diagram of complaint ➜ operator probe ➜ evidence submission ➜ penalty.

2. Penalty slabs & escalation timeline

TRAI is very strict about a single UCC. If we receive the complaint and the client is unable to justify, a penalty of ₹500,000 will be applied, and outgoing will be disabled.

3. Immediate action plan

• Keep valid opt-in proof handy.
• Do not call the customer unless the customer contacted you first.
• Immediately share the customer’s details when asked in relation to the complaint.

Success confirmation: operator ticket status changes to “Closed – Valid Consent”.

4. Prevention checklist

• Double opt-in (SMS OTP + checkbox).
• Use only TRAI-approved Header/Template IDs in SMS.
• Respect quiet hours (21:00–09:00).
• Weekly compliance audit (Reports → Compliance).

5. If the complaint is dismissed

• No fine issued; your violation count stays unchanged.
• Keep evidence for 1 year—TRAI can audit later.

Keywords: TRAI UCC complaint, DND violation, SMS penalty slabs, consent proof, MyOperator compliance

Updated on: 27/11/2025