Current · Source: Reserve Bank of India · RBI/2013-14/163 · issued 26 Jul 2013 · ~2 min read
Quick answerRBI reiterates that NBFCs and RNBCs must engage only telemarketers registered with TRAI for promotional calls, following the Telecom Commercial Communications Customer Preference Regulations, 2010, to curb customer grievances from unregistered callers.
The rule, in the simplest words
NBFCs and RNBCs must only use telemarketers registered with TRAI for promotional calls.
TRAI registration is required for all telemarketers, including DSAs and call centers.
NBFCs must audit their agents and vendors to ensure they use only TRAI-registered telemarketers.
How it plays out — a real example
Rahul, a forex & trade-finance officer in Indore, ensures that all telemarketing vendors, including his direct selling agents and call centers, are registered with TRAI before making any promotional calls to customers. He also conducts regular audits to ensure compliance with TRAI regulations and updates vendor contracts to include clauses for TRAI registration and the National Do Not Call Registry.
What changed
RBI issued a fresh reminder on July 26, 2013, reinforcing its 2007 circular that NBFCs must use only TRAI-registered telemarketers. The regulator noted that many institutions and their franchisees were still using unregistered telemarketers, leading to customer complaints about unsolicited calls to numbers on the National Customer Preference Register.
What it means for you
NBFCs face heightened compliance risk if they or their agents use unregistered telemarketers, as this violates TRAI regulations and invites regulatory action. Lenders must audit their direct selling agents, call centers, and franchisees to ensure all telemarketing vendors are TRAI-registered, or face potential penalties and reputational damage from customer grievances.
What you must do
Verify that all telemarketing vendors, including DSAs and call centers, are registered with TRAI as per current guidelines.
Update vendor contracts to mandate TRAI registration and include clauses for compliance with the National Do Not Call Registry.
Conduct periodic audits of telemarketing activities to ensure no unregistered entities are making calls on your behalf.
Train franchisees and agents on the requirement to use only registered telemarketers for promotional activities.
Who it affects
All Non-Banking Financial Companies (NBFCs), Residuary Non-Banking Companies (RNBCs), Direct Selling Agents (DSAs) and call centers working for NBFCs, Franchisees of NBFCs involved in telemarketing
❓ Common questions
What is the key requirement from this RBI circular?
NBFCs and RNBCs must engage only telemarketers who are registered with TRAI under the Telecom Commercial Communications Customer Preference Regulations, 2010, for all promotional or telemarketing activities.
Why did RBI issue this reminder in 2013?
RBI observed that many financial institutions and their franchisees were using unregistered telemarketers, who used normal telephone lines to call customers on the National Customer Preference Register, causing widespread customer grievances.
What happens if an NBFC uses an unregistered telemarketer?
It violates TRAI regulations and RBI guidelines, potentially leading to regulatory action, penalties, and increased customer complaints. NBFCs must ensure strict compliance to avoid these risks.
📜 Read the original circular — full text as issued by RBI
RBI/2013-14/163
DNBS (PD) CC No. 353/ 03.10.042/2013-14
July 26, 2013
To
All Non-Banking Financial Companies (NBFCs)
and Residuary Non-Banking Companies (RNBCs)
Dear Sirs,
Unsolicited Commercial Communication- National Do Not Call Registry
Please refer to circular No DNBS.PD/CC.No. 109/03.10.001/2007-08 dated November 26, 2007 on the above subject in terms of which NBFCs were advised to employ only those DMAs/ DSAs / call centers who are registered as telemarketers with DoT, Govt. of India, as per Telecom Regulatory Authority of India (TRAI) Regulations, 2007 for the purpose of soliciting or promoting any commercial transaction.
2. As per the “Telecom Commercial Communications Customer Preference Regulations, 2010” issued by TRAI, any person involved in sending of commercial communications has to register with TRAI as a telemarketer. It has, however, been brought to our notice that many, financial institutions as also their franchisees are engaging telemarketers who are not registered with TRAI, for marketing their services and these unregistered telemarketers use their normal telephone connections for making commercial calls to customers registered in the National Customer Preference Register. This is resulting in a lot of customer grievance.
3. It is, therefore, reiterated that NBFCs should engage only those telemarketers who are registered in terms of the guidelines issued by TRAI, from time to time, for all their promotional/ telemarketing activities. These guidelines should be strictly complied with.
Yours faithfully,
(N. S. Vishwanathan)
Principal Chief General Manager
Reproduced for reference with acknowledgment — Source: Reserve Bank of India · RBI/2013-14/163 · issued 26 Jul 2013. The plain-English explanation above is BankPulse’s own independent summary.
Example: if you are a Compliance officer at a bank this circular applies to (All Non-Banking Financial Companies (NBFCs), Residuary Non-Banking Companies (RNBCs), Direct Selling Agents (DSAs) and call centers working for NBFCs, Franchisees of NBFCs involved in telemarketing), your first concrete step on “NBFCs must use only TRAI-registered telemarketers” is: “Verify that all telemarketing vendors, including DSAs and call centers, are registered with TRAI as per current guidelines.” (RBI issued this 26 Jul 2013).
Circular: RBI/2013-14/163 -- NBFCs must use only TRAI-registered telemarketers
Issued: 26 Jul 2013
Action required: Verify that all telemarketing vendors, including DSAs and call centers, are registered with TRAI as per current guidelines.
Action required: Update vendor contracts to mandate TRAI registration and include clauses for compliance with the National Do Not Call Registry.
Action required: Conduct periodic audits of telemarketing activities to ensure no unregistered entities are making calls on your behalf.
Action required: Train franchisees and agents on the requirement to use only registered telemarketers for promotional activities.
Owner: ____________ Target date: ____________
Board/committee approval needed? Y / N
Evidence filed in compliance register on: ____________
Built only from this circular’s own published fields — not legal advice; always confirm against the official RBI source.
💬 Banker Discussion
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BankPulse Compliance Evidence Pack — generated 03 Aug 2026 · status cross-checked against RBI’s official withdrawal register (refreshed weekly). Official RBI source: https://www.rbi.org.in/Scripts/NotificationUser.aspx?Id=8272&Mode=0 — Plain-English summary by BankPulse (bankpulse.ai), reviewed by our expert reviewer, CA Amit Jain. Independent platform, not affiliated with the Reserve Bank of India; is our own plain-English paraphrase, not RBI’s original wording.
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