Description

Telecom Regulatory Authority of India directs mandatory phase-wise implementation of 1600-series numbering for service and transactional calls by RBI, SEBI and PFRDA regulated entities to curb spam and scam 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 by entities regulated by RBI, SEBI, and PFRDA for service and transactional voice calls. This directive aims to curb promotional calls disguised as service calls and provide BFSI entities with a distinct identity, enabling consumers to make informed decisions about call acceptance.

Key Points

  • TRAI mandates phase-wise adoption of 1600-series numbering exclusively for Government and BFSI sector entities
  • Direction issued under section 13, read with sub-clauses (i) and (v) of clause (b) of sub-section (1) of section 11 of TRAI Act, 1997
  • Department of Telecommunications (DoT) allocated 1600-series on December 23, 2024, for Service and Transactional Voice Calls
  • TRAI directed Access Providers to initiate allocation on December 31, 2024
  • Despite awareness campaigns, adoption by BFSI entities has remained low
  • Most entities continue using ten-digit mobile numbers for service and transactional calls
  • Applies to entities regulated by Reserve Bank of India (RBI), Securities and Exchange Board of India (SEBI), and Pension Fund Regulatory and Development Authority (PFRDA)

Regulatory Changes

  • New Numbering Framework: 1600-series numbers allocated exclusively for Government and BFSI sector entities for service and transactional voice calls
  • Mandatory Compliance: Phase-wise mandatory adoption required (previously voluntary)
  • Regulatory Basis: Direction based on Telecom Commercial Communications Customer Preference Regulations, 2018 (6 of 2018)
  • Scope: Covers all commercial communications under regulation 3 of the 2018 regulations
  • Sector Regulator Coordination: TRAI coordinated with RBI, SEBI, and PFRDA during decision-making process

Compliance Requirements

  • Affected Entities: All BFSI entities regulated by RBI, SEBI, and PFRDA must adopt 1600-series numbers
  • Registration: Entities must register with Access Providers for 1600-series number allocation
  • Transition: Phase-wise implementation schedule to be followed (specific phases not detailed in excerpt)
  • Communication Channels: Applies to service and transactional voice calls only
  • Prohibition: Unregistered senders cannot make commercial communications; non-compliance may result in suspension or disconnection of telecom resources
  • Access Provider Obligations: Ensure commercial communications only occur through registered headers or allotted number resources

Important Dates

  • November 19, 2025: TRAI Direction issued
  • December 23, 2024: DoT decision to allocate 1600-series numbering
  • December 31, 2024: TRAI directive to Access Providers to initiate allocation
  • November 26, 2025: BSE circular publication date
  • Phase-wise Implementation: Specific timeline not provided in document excerpt

Impact Assessment

Consumer Protection Impact:

  • Enhanced ability for consumers to distinguish legitimate BFSI service calls from spam/scam calls
  • Reduction in promotional calls disguised as service or transactional calls
  • Improved informed decision-making on call acceptance

BFSI Sector Impact:

  • Operational changes required for all regulated financial institutions, securities firms, and pension funds
  • Infrastructure updates needed for call systems and customer communication platforms
  • Distinct identity creation separating BFSI entities from other callers
  • Enhanced trust and credibility with customers

Compliance Impact:

  • Mandatory adoption creates regulatory obligation for all RBI, SEBI, and PFRDA regulated entities
  • Non-compliance may result in telecom resource suspension or disconnection
  • Coordination required between financial regulators and telecom service providers

Market Operations Impact:

  • All listed companies in BFSI sector must implement new numbering system
  • Broker-dealers, asset management companies, insurance companies affected
  • Banks, NBFCs, and other financial service providers require system modifications

Impact Justification

Mandatory regulatory directive affecting all BFSI entities regulated by RBI, SEBI and PFRDA requiring phase-wise adoption of new numbering system for customer communications, with significant operational and compliance implications