Last updated: 1 July 2026

This document is written in plain language for transparency. It is not legal advice, and it does not replace a signed agreement where one applies. If anything here conflicts with a contract we have signed with you, that contract governs.

1. How to read this

Compliance is a shared responsibility. We build controls into the platform; you configure and operate them for your use case and ensure your calling has a lawful basis. This page summarises the main Indian frameworks that apply to telecalling and how the platform supports them. It is not legal advice, and the rules can change, so confirm your obligations with your own advisers.

2. DND and consent (TRAI)

Commercial calling in India is governed by TRAI's Telecom Commercial Communications Customer Preference Regulations, 2018 (TCCCPR). The platform is designed to honour Do-Not-Disturb preferences and to play a recording-consent disclaimer, in the caller's language, before the conversation begins. You remain responsible for having a lawful basis and any required consent to call the numbers you upload, and for classifying calls correctly (for example, transactional versus promotional).

3. Registered commercial communications (DLT)

India's framework expects commercial senders to be registered, with headers and templates recorded on the DLT (Distributed Ledger Technology) system operated by the telecom operators, particularly for messaging. Where you send SMS or WhatsApp through connected providers, you are responsible for using registered sender identities and approved templates. We help by keeping messaging templated and auditable.

4. Calling windows

Certain calls, especially collections and recovery, must run only within permitted hours. In line with RBI's Fair Practices guidance for recovery, the platform can restrict such calls to compliant IST windows (commonly 8:00 am to 7:00 pm) automatically, so calls are not placed outside the hours you set. You choose the windows that apply to your programme.

5. Recording and disclosure

Where calls are recorded, agents disclose recording at the start of the call. Recordings and transcripts are stored securely and retained for the period you configure. You are responsible for using recordings lawfully and for honouring any request to stop recording where required.

6. Fair practices and anti-harassment

Agents are designed to be polite, to respect a customer's request to end or reschedule a call, and to avoid repeated or aggressive contact. For collections in particular, this supports RBI's expectation that recovery is conducted without harassment. You set the scripts, frequency and guardrails that govern how your agents behave.

7. Data protection (DPDP Act, 2023)

Personal data processed through the platform is subject to India's Digital Personal Data Protection Act, 2023. For the data you bring, you are the Data Fiduciary and we are your processor, under our Data Processing Addendum. See our Privacy Policy for how we handle personal data and the rights available to individuals.

8. Sector-specific rules

Lending and collections (RBI): fair-practice conduct, permitted calling hours, and clear identification of the caller and purpose.
Insurance (IRDAI): telemarketing and distance-marketing norms, including disclosure and record-keeping.
Healthcare and finance: heightened care with sensitive personal data, supported by encryption, access control and retention settings.

You are responsible for meeting the rules that apply to your sector; the platform gives you the controls to do so.

9. Audit trail

Every admin action and call outcome is logged and exportable, including impersonation events, so you can evidence how your programme is run for internal review or a regulator.

10. Shared responsibility, summarised

We provide the controls: DND handling, consent disclaimers, calling-window enforcement, recording disclosure, encryption, access control and audit.
You configure and operate them for your use case, ensure a lawful basis and required consent, use registered sender identities for messaging, and meet your sector's rules.

11. Documentation and questions

For compliance documentation, a security review, or help mapping your obligations to the platform, contact compliance@aicallstudio.com.

Questions about this document? Email legal@aicallstudio.com, or call us on +91 922 222 8989.

Compliance