Description

TRAI directs RBI, SEBI and PFRDA regulated entities to mandatorily adopt 1600-series numbers for service and transactional voice calls in phases to curb spam and provide distinct caller identity.

Summary

The Telecom Regulatory Authority of India (TRAI) has issued a Direction dated November 19, 2025, under section 13 read with section 11 of the TRAI Act, 1997, mandating phase-wise implementation of 1600-series numbers by entities regulated by RBI, SEBI and PFRDA. The Direction requires BFSI (Banking, Financial Services, and Insurance) sector entities to use the dedicated 1600-series for all service and transactional voice calls instead of ten-digit mobile numbers. This measure aims to curb promotional calls disguised as service calls and provide consumers with a distinct caller identity to make informed decisions about call acceptance.

Key Points

  • TRAI has directed mandatory adoption of 1600-series numbers for service and transactional voice calls by RBI, SEBI and PFRDA regulated entities
  • The 1600-series numbering was allocated by Department of Telecommunications (DoT) on December 23, 2024, exclusively for Government entities and BFSI sector
  • Implementation will be done in phases as specified by TRAI
  • Current adoption rates by BFSI entities remain low despite consumer awareness campaigns
  • Most entities continue using ten-digit mobile numbers for service and transactional calls
  • Direction issued under Telecom Commercial Communications Customer Preference Regulations, 2018
  • Access Providers were directed on December 31, 2024, to initiate allocation of the numbering series

Regulatory Changes

TRAI has mandated that all commercial communications by registered Senders must use registered headers or number resources from special series assigned for commercial communications (Regulation 3 of the Telecom Commercial Communications Customer Preference Regulations, 2018). The new Direction specifically requires:

  • Exclusive use of 1600-series for service and transactional voice calls by BFSI entities
  • Prohibition of using ten-digit mobile numbers for such communications
  • Phase-wise mandatory implementation timeline for RBI, SEBI and PFRDA regulated entities
  • Telecom resources of non-compliant Senders may be suspended or disconnected

Compliance Requirements

Applicable to:

  • All entities regulated by Reserve Bank of India (RBI)
  • All entities regulated by Securities and Exchange Board of India (SEBI)
  • All entities regulated by Pension Fund Regulatory and Development Authority (PFRDA)

Requirements:

  • Register with Access Providers for 1600-series number allocation
  • Migrate all service and transactional voice calls to 1600-series numbers
  • Discontinue use of ten-digit mobile numbers for service and transactional communications
  • Comply with phase-wise implementation schedule as directed
  • Ensure all commercial communications use only registered headers or allocated number resources

Consequences of Non-compliance:

  • Telecom resources may be suspended
  • Services may be disconnected
  • Regulatory action by respective sector regulators (RBI, SEBI, PFRDA)

Important Dates

  • December 23, 2024: DoT allocated 1600-series numbering for Government and BFSI entities
  • December 31, 2024: TRAI directed Access Providers to initiate allocation of 1600-series
  • November 19, 2025: TRAI Direction for mandatory phase-wise adoption issued
  • Phase-wise implementation: Specific timelines to be announced by TRAI in consultation with sector regulators

Impact Assessment

Consumer Protection:

  • Enhanced ability to identify legitimate service and transactional calls from BFSI entities
  • Reduction in spam and potential scam calls disguised as service communications
  • Improved consumer decision-making on call acceptance
  • Better protection against fraudulent calls

Industry Impact:

  • All BFSI entities must upgrade their calling systems and infrastructure
  • Need for customer awareness campaigns about new numbering system
  • Operational changes required in call center operations and automated calling systems
  • Investment required in technology migration and customer communication

Market Operations:

  • Affects all banks, financial services companies, insurance companies, stock brokers, pension funds and other BFSI entities
  • Telecommunications service providers must facilitate smooth migration
  • Sector regulators (RBI, SEBI, PFRDA) will monitor compliance
  • Low current adoption indicates significant industry-wide changes required

Regulatory Significance:

  • Major step in curbing unsolicited commercial communications
  • Strengthens existing Telecom Commercial Communications Customer Preference Regulations, 2018
  • Demonstrates inter-regulatory coordination between TRAI, RBI, SEBI and PFRDA
  • Sets precedent for sector-specific numbering series allocation

Impact Justification

Mandatory regulatory requirement affecting all RBI, SEBI and PFRDA regulated entities requiring phase-wise implementation of new numbering system for customer communications