Description

TRAI mandates RBI, SEBI and PFRDA regulated entities to adopt 1600-series numbers for service and transactional voice calls in a phased manner to curb spam and potential scams.

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. This directive requires all Banking, Financial Services, and Insurance (BFSI) sector entities to exclusively use 1600-series numbers for service and transactional voice calls, replacing the current practice of using ten-digit mobile numbers.

Key Points

  • TRAI has allocated a separate numbering series “1600” exclusively for Government entities and BFSI sector entities for service and transactional voice calls
  • Department of Telecommunications (DoT) conveyed allocation decision on December 23, 2024
  • TRAI directed Access Providers to initiate allocation on December 31, 2024
  • Despite consumer awareness campaigns, adoption by BFSI entities has remained low
  • Most entities continue using ten-digit mobile numbers for service and transactional calls
  • Mandate applies to entities regulated by RBI, SEBI, and PFRDA
  • Implementation will be phased

Regulatory Changes

Legal Framework:

  • Direction issued under section 13, read with sub-clauses (i) and (v) of clause (b) of sub-section (1) of section 11 of the TRAI Act, 1997
  • Based on Telecom Commercial Communications Customer Preference Regulations, 2018 (6 of 2018)
  • Regulation 3 requires commercial communications to use registered headers or number resources from special series

New Requirement:

  • BFSI entities must adopt 1600-series numbers for all service and transactional voice calls
  • Replaces current practice of using standard ten-digit mobile numbers
  • Allocation coordinated through Access Providers (telecom service providers)

Compliance Requirements

Applicable Entities:

  • 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)
  • Includes banks, financial services companies, insurance companies, securities firms, pension funds, and other BFSI sector participants

Required Actions:

  • 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
  • Update customer communication systems and infrastructure
  • Implement phased adoption as per timeline to be specified

Important Dates

  • December 23, 2024: DoT conveyed decision to allocate 1600-series
  • December 31, 2024: TRAI directed Access Providers to initiate allocation
  • November 19, 2025: TRAI Direction issued mandating phase-wise adoption
  • Implementation Timeline: Phased approach (specific phase dates not mentioned in the circular excerpt)

Impact Assessment

Consumer Protection Benefits:

  • Major tool to curb promotional calls disguised as service and transactional calls
  • Reduces spam and potential scam calls
  • Provides distinct identity for BFSI entities, segregating them from other callers
  • Enables consumers to make informed decisions about call acceptance
  • Improves transparency in customer communications

Operational Impact:

  • BFSI entities must invest in communication infrastructure changes
  • Requires updating of customer databases and communication preferences
  • Need for customer awareness campaigns about new number series
  • Integration with existing CRM and automated calling systems
  • Coordination with telecom service providers for number allocation

Market Impact:

  • Standardizes communication practices across BFSI sector
  • Creates clear distinction between legitimate service calls and spam
  • May improve customer trust and response rates to genuine service calls
  • Affects all market participants including brokers, banks, insurance companies, and financial services firms

Impact Justification

Mandatory regulatory directive affecting all BFSI entities including banks, financial services, insurance companies, and market participants. Requires significant operational changes to communication infrastructure and customer outreach systems.