The rules are in the code, not in a policy.
A calling policy in a document is something a busy team eventually works around. Every rule below is checked before a call reaches the carrier, so working around it is not available to anybody, including us.
Before a single call goes out.
Consent is a log, not a setting
Every recorded consent is a dated row that stays after it is withdrawn, because the question an audit asks is never "can you call them" — it is "were you allowed to, on the day you did". Withdrawing consent marks the row rather than deleting it, since deleting it would erase the evidence consent ever existed.
The calling window closes the door
Nine in the morning to seven in the evening by default. The rules allow until nine at night; we take the narrower reading and let a business widen it for its own sector. A campaign started at eight in the evening waits until morning rather than working through your list at the wrong hour.
A promotional number is not a transactional one
The 140 and 160 series follow different rules, and treating them the same means being wrong about one of them. Promotional calls cannot bypass do-not-call at all, with or without consent. Transactional calls to somebody who has already consented can — which is why consent is still required for every single call, whichever series it goes out on.
Stop means stop, immediately
If a caller asks to be left alone, the agent records what they said, adds the number to your suppression list, acknowledges it out loud, and ends the call — in that order, so the sentence where they asked survives even if something goes wrong afterwards. No later campaign can reach that number, and nobody has to remember to tick a box.
A refusal costs nothing
The check runs before anything reaches a carrier, ahead of every operational question like whether we have capacity. So a call that should not be made is never made, never billed, and is written into the log with the reason it was refused.
A number that is not ready cannot dial
Getting a promotional number takes seven or eight steps through a carrier and an operator, and a number halfway through looks exactly like a working one right up until a call fails with something unhelpful in it. The gate refuses to dial from anything that is not fully live.
DLT registration, tracked rather than assumed.
Registration is not one switch. It is your entity, then each header, then a template for each kind of call — every one a separate submission into somebody else’s queue, and every one rejectable on its own. So “are we registered?” has no single answer, and we record where each item actually got to instead of pretending it does.
The registration is yours, in your business’s name, because that is how the rules work: the entity a complaint lands on is the entity that made the call. Your calls go out on your own carrier account under your own registration, and we will walk you through getting it, which is generally the slowest part of going live.
What happens to what was said.
Redacted before storage, not after
Card numbers and Aadhaar numbers are stripped out of a transcript on the way into the database. A transcript that arrives with one in it has been stored, and so have the backups.
Careful about what it removes
The danger is over-redaction, not under-redaction: a transcript with half its numbers missing is useless for the one thing transcripts are for. A card number has to pass the checksum a card number passes, and an Aadhaar the one an Aadhaar passes, so your order references and pin codes survive.
Deletion reaches everything
One request removes that person's recordings, transcripts, summaries and everything the agent remembered about them. What stays is only the proof the calls were lawful: the consent record, the log of each check, and a suppression so the deletion does not have the perverse effect of making them callable again.
It stays in India
Every recording and every transcript is held in one place, and there is no second one for anything to leave to. Recordings can be set to delete themselves after a period you choose.
Nothing here trains a model
Nothing said on your calls is used to train anything of ours, and nothing is shared with another customer. What is stored is stored so that you can read it back and so that a deletion request can reach all of it.
The part we cannot do for you.
The national do-not-call register is queried by telecom operators and registered platforms, not by us. One carrier offers a lookup and its own documentation warns that the answer may be out of date. So we do not print a tick beside it: recording “we did not check” as “we checked and it was clear” would be the most expensive thing on this page.
What does the real work instead is consent, which we require for every outbound call whatever the number series, and your own suppression list, which we would strongly encourage you to feed from every complaint and opt-out you receive anywhere. Where we genuinely do not know, the call is allowed and the gap is written into the log, because a platform that refused every call it was unsure about would be an outage rather than a compliance posture.
Send this to whoever signs off on it.
If your compliance team wants the detail underneath any of this, ask and we will walk them through exactly what is checked, in what order, and what is written down about it.