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# What should I do if a DND-registered subscriber files a TRAI complaint about my promotional SMS?

# UCC Complaint Handling (TRAI)

|| Info
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.

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## 1. Regulatory flow at a glance

![](https://content.api.getguru.com/files/view/91624749-e8ca-48a1-87c2-f2800b0b4cc4)

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

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## 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.

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## 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”.

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## 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).

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## 5. If the complaint is dismissed

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

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