Our approach
Telecom commercial communication in India is regulated by the Telecom Regulatory Authority of India (TRAI) under the Telecom Commercial Communications Customer Preference Regulations, 2018 (TCCCPR) and related directions. We follow these rules in the calls we make, and we expect our clients' data and processes to allow us to do so.
Promotional and service calls
Promotional calls. Calls that market or promote a product or service are made only by entities and numbers registered for that purpose, to customers who have not blocked promotional communication, and within the permitted hours.
Service and transactional calls. Calls about an existing relationship, such as account or transaction information, are different from promotion. TRAI has directed regulated entities in banking, financial services and insurance, and government entities, to use numbers from the designated 1600 series for service and transactional calls to existing customers.
Our role. We run calls on the numbers and telephony our client provides and in the category the client's regulatory position requires. We do not mix promotional and service calling, and we will not run a campaign on numbers that are not appropriate for it.
DND and customer preference
We honour a customer's DND registration and preferences. Where a campaign is promotional, the client's list must be scrubbed against the National Customer Preference Register, and we do not call numbers that are blocked for that category unless the law allows it.
A customer's request to stop receiving calls is recorded and acted on the same day.
Consent and records
We call only where the client confirms it has a lawful basis, such as an existing customer relationship or the customer's consent, and we keep call outcomes and customer requests in the tracker so that they can be shown to the client.
Calling hours
We call only within the hours permitted for the type of call. Promotional calls are limited to the window TRAI permits. For recovery-related communication by or for regulated lenders, we follow the Reserve Bank of India's norms, which restrict contact to between 8 AM and 7 PM, and we follow stricter client instructions where they apply.
Caller identity and conduct
We do not hide or spoof caller identity, and we do not use misleading numbers or names. Calls are handled under our Call Centre Guidelines.
Rules change
TRAI and other regulators update these rules from time to time, including the numbering series and the handling of complaints. We update our practice, and this page, as they change. Clients remain responsible for ensuring that their campaigns, lists and number categories comply with the rules that apply to them.
Complaints
If you believe you received a call from us in breach of these rules, write to hello@demgem.com with the date, time and the number you were called from. You may also complain to your telecom service provider or through TRAI's DND mechanism.