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  • What: TRAI-mandated process for handling UCC complaints against your India voice numbers (landline and 160-series)
  • Where to act: UCC dashboard under Phone Numbers → UCC — review complaints and upload consent proof
  • Daily emailer: Plivo sends a daily summary of open complaints to your registered account email
  • Action required: Submit consent proof within 5 business days of receiving a complaint, or your number’s compliance ID is blocked for 15 days
  • Proof format: Business logo, complainant’s name and phone number, consent date (must be within last 6 months)
  • Escalation: 5+ complaints in 10 days = immediate suspension. Second violation = TRAI blacklisting for 1 year across ALL Indian operators
  • Critical: Do NOT call a complainant after they file. It’s itself a violation
How Plivo handles Unsolicited Commercial Communication (UCC) complaints for Indian voice numbers, and what you need to do.
Applies to: India voice numbers (landline series, 160 series) · Regulation: TRAI TCCCPR (Second Amendment) Regulations, 2025

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Overview

If someone receives a commercial call they didn’t consent to, they can file a UCC complaint with their telecom provider. TRAI — India’s telecom regulator — requires Plivo to investigate these complaints and take action when they are valid. This page explains how the complaint process works, what you need to do when a complaint is filed against your calls, and what happens if you don’t respond in time.
TRAI Definition — UCC: “Unsolicited Commercial Communication or UCC” means any commercial communication that is neither as per the consent nor the registered preferences of the recipient. Transactional and service voice calls are explicitly excluded — but only when made from the correct number series.Source: TRAI TCCCPR (Second Amendment) Regulations, 2025 — Regulation 2(bw)
Number series matter. TRAI mandates specific number series for specific call types — landline series (e.g., 022, 080) for non-BFSI service and transactional calls, and 160 series for BFSI service and transactional calls. Using the wrong series is itself a violation — complaints arising from such calls are treated as UCC regardless of consent. See India Calling Regulations for the full breakdown of permitted uses per series.

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Where Do I Track UCC Complaints?

Plivo surfaces UCC complaints in two places: the UCC dashboard in the Plivo console and a daily email summary sent to your registered account email.

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UCC Dashboard

The UCC dashboard lists every UCC complaint linked to your account and the action required for each. Open the dashboard: Go to Phone Numbers → UCC in the Plivo console.
Give compliance staff access. Account owners and administrators can already view the UCC dashboard. To let a compliance team member access it without granting billing or configuration rights, invite them with the Support role. Go to Team Setup → Users, click Invite User, enter their email, select the Support role, and click Invite User.
The dashboard shows one row per complaint with these columns:

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Status Values and Actions

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Filtering and Export

  • Search by Plivo Reference or From Number using the search bar
  • Filter by status using the Status filter — narrow to Pending, Accepted, or Rejected complaints
  • Export CSV downloads the current filtered view for offline review or audit logs

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Daily Email Summary

Plivo sends a daily email summary of open UCC complaints to your registered account email and to any additional recipients configured in your Plivo Console. The email breaks down your open complaints into the following buckets:
Keep your notification list current. Not receiving an email notification does not exempt you from your compliance obligations or the consequences of missing the 5-day proof submission window. Configure additional recipients at Profile Details.

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What Do I Need to Do When I Receive a Complaint?

You are required to take the following actions within 5 business days of receiving the complaint notification from Plivo. You must provide documented evidence that the complainant gave valid prior consent to receive calls from your business. Your proof must contain all three of the following:
6-month consent validity window. Consent acquired more than 6 months before the complaint date will not be accepted. Ensure your consent collection system records timestamps accurately.

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If Your Proof Is Rejected

If the submitted proof is incomplete, expired, or does not meet Plivo’s review criteria:
  • Plivo sends you an email with the reason for rejection.
  • You must resubmit valid proof within the same 5-day window.
  • If no valid proof is submitted before the deadline, compliance action proceeds as described below.

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2. Remove the Complainant from Your Calling List

Regardless of whether your proof is accepted or rejected, immediately remove the complainant’s phone number from your outbound calling list.
Do not call again. Continuing to call a person who has filed a UCC complaint is itself a violation under TRAI regulations, irrespective of whether you hold valid consent documentation.

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What Happens If I Don’t Submit Valid Proof?

TRAI prescribes a structured escalation framework, which Plivo is obligated to enforce as your OAP. Consequences are tied to your compliance ID, not your overall Plivo account.
No compliance ID mapped to your number? If a UCC complaint is received against a number that has no compliance ID mapped to it, the complaint will be counted against the billing entity — leading to compliance actions against your entire business, not just a single number.

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Single Complaint — No Proof in 5 Days

If a valid UCC complaint is received and you fail to submit proof within 5 business days, Plivo blocks your compliance ID:
  • All outgoing calls from your compliance ID are suspended.
  • The block is in place for 15 days.
  • You may submit valid proof during these 15 days to lift the block.
  • If no valid proof is received within the 15-day window, the block may be made permanent pending further review.

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First Violation — 5 or More Complaints in 10 Days

As per TRAI Regulation 25(4)(f)(i), if Plivo receives complaints from 5 or more unique recipients within any rolling 10-day window, TRAI mandates immediate suspension. Plivo:
  1. Suspends your compliance ID immediately upon detection.
  2. Issues a formal notice giving you an opportunity to submit representations and proofs.
  3. Reviews submitted proofs within 5 business days of receiving your representation.
  • If all proofs are valid: the violation is waived — it does not count against your record.
  • If proofs are invalid or not submitted: this counts as the 1st violation. Your compliance ID is barred for 15 days.

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Second Violation — TRAI Blacklisting

If a second instance of 5+ complaints within a 10-day window occurs after the first confirmed violation, TRAI mandates the following under Regulation 25(4)(f)(i)(B):
  • All telecom resources — including PRI/SIP trunks — are disconnected by all Access Providers for 1 year.
  • The sender is blacklisted on the DLT platform. No new telecom resources can be provisioned by any provider during this period.
  • All devices used for making UCC may also be blocked across all Access Providers for 1 year.
TRAI blacklisting applies across all operators in India. A blacklisted business cannot obtain telecom services from any operator in India for the duration of the blacklisting period — not just Plivo.

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Right to Represent

You may file a representation with Plivo against any action taken at the first or second violation stage. Plivo is required to decide on the representation within 7 business days. You may also appeal to TRAI directly under Regulation 29 of the TCCCPR Regulations.