What changed
RBI has reiterated its earlier instructions from 2005-2008 that banks must use only telemarketers registered with TRAI. The circular notes that many banks and their franchisees are still engaging unregistered telemarketers, leading to customer complaints.
What it means for you
Banks must audit their telemarketing vendors to ensure they are registered with TRAI as per the Telecom Commercial Communications Customer Preference Regulations, 2010. Non-compliance risks customer grievances and regulatory action. This applies to all promotional activities, including those by franchisees and direct selling agents.
What you must do
- Verify that all telemarketers, DSAs, and call centres you engage are registered with TRAI.
- Stop using any unregistered telemarketers immediately.
- Update your vendor onboarding process to include TRAI registration checks.
- Monitor compliance periodically to avoid customer complaints.
Who it affects
All scheduled commercial banks (excluding RRBs), Banks' direct selling agents (DSAs), Banks' call centres and telemarketing vendors, Bank franchisees involved in telemarketing
What is the National Customer Preference Register (NCPR)?
The NCPR is a register mentioned in TRAI's regulations where customers can register to avoid unsolicited commercial communications. The RBI circular does not provide further details.
What happens if we continue using unregistered telemarketers?
The RBI circular states that using unregistered telemarketers results in customer grievances and reiterates that strict compliance is mandatory. Specific penalties are not mentioned in this circular.