Description

TRAI mandates phased implementation of 1600-series numbers for service and transactional voice calls by BFSI sector entities regulated by RBI, SEBI and PFRDA to curb spam and promotional calls disguised as service calls.

Summary

The Telecom Regulatory Authority of India (TRAI) has issued a Direction dated November 19, 2025, under section 13 of the TRAI Act, 1997, mandating phase-wise implementation of 1600-series numbers for service and transactional voice calls by entities regulated by Reserve Bank of India (RBI), Securities and Exchange Board of India (SEBI), and Pension Fund Regulatory and Development Authority (PFRDA). This directive aims to curb promotional calls disguised as service and transactional calls, reduce spam and potential scams, and provide BFSI entities with distinct caller identification to help consumers make informed decisions about call acceptance.

Key Points

  • TRAI issued mandatory direction for adoption of 1600-series numbers by BFSI sector entities
  • Direction issued under section 13, read with section 11(1)(b)(i) and (v) of TRAI Act, 1997
  • Applies to entities regulated by RBI, SEBI, and PFRDA
  • Department of Telecommunications (DoT) allocated 1600-series exclusively for Government entities and BFSI sector on December 23, 2024
  • TRAI directed Access Providers to initiate allocation on December 31, 2024
  • Low adoption rate despite consumer awareness campaigns prompted mandatory direction
  • Entities currently using ten-digit mobile numbers for service and transactional calls must transition to 1600-series
  • Phase-wise implementation approach to be followed

Regulatory Changes

  • Introduction of mandatory 1600-series numbering for service and transactional voice calls by BFSI entities
  • Based on Telecom Commercial Communications Customer Preference Regulations, 2018 (6 of 2018)
  • Regulation 3 requires commercial communications to use registered headers or special series number resources
  • Senders not registered for commercial communications may face suspension or disconnection of telecom resources
  • DoT decision allocates 1600-series exclusively for Government (Central/State) and BFSI sector entities
  • Mandatory compliance replaces voluntary adoption due to low uptake

Compliance Requirements

  • All RBI, SEBI, and PFRDA regulated entities must adopt 1600-series numbers for service and transactional voice calls
  • Entities must discontinue use of ten-digit mobile numbers for such communications
  • Registration with Access Providers required for using 1600-series numbers
  • Compliance with Telecom Commercial Communications Customer Preference Regulations, 2018
  • Phase-wise implementation timeline to be followed (specific phases not detailed in available content)
  • Entities must coordinate with Access Providers for number allocation and activation

Important Dates

  • November 19, 2025: TRAI Direction issued
  • December 23, 2024: DoT allocated 1600-series numbering
  • December 31, 2024: TRAI directed Access Providers to initiate allocation
  • Phase-wise implementation: Timeline details not fully specified in available content excerpt

Impact Assessment

Market Impact:

  • Affects all BFSI sector entities including banks, insurance companies, NBFCs, mutual funds, brokerages, depositories, and pension funds
  • Requires infrastructure and process changes for customer communication systems
  • Enhanced consumer trust through distinct caller identification
  • Operational costs for system upgrades and number migration

Consumer Protection:

  • Major tool to curb promotional calls disguised as service/transactional calls
  • Reduces spam and potential scam calls
  • Enables consumers to distinguish legitimate BFSI calls from spam
  • Empowers informed decision-making on call acceptance

Operational Impact:

  • BFSI entities must update IVR systems, CRM platforms, and calling infrastructure
  • Customer awareness campaigns needed for new numbering series
  • Coordination required with telecom service providers for number allocation
  • Potential service disruption during migration period
  • Compliance monitoring and reporting requirements

Regulatory Framework:

  • Strengthens telecom consumer protection framework
  • Aligns with unsolicited commercial communications regulations
  • Provides distinct identity for BFSI sector communications
  • May serve as model for other regulated sectors

Impact Justification

Mandatory regulatory direction affecting all BFSI entities including banks, financial services, insurance companies, brokers, and pension funds. Requires adoption of new numbering series for service and transactional calls with phase-wise implementation timeline. Non-compliance may result in regulatory action.