Hello, Saleshandy users!
Indian telecom regulators track complaints about Unsolicited Commercial Communication (UCC), which are calls a recipient didn’t consent to receive. If someone files a UCC complaint against one of your Indian numbers, it affects your whole compliance application, not just that number. This guide explains each stage, what you need to do, and your deadlines.
All deadlines are in business days. Weekends don’t count.
Stage 1: A Complaint Is Filed
When a complaint is filed, your status changes to Complaint raised in Compliance tab and we email you right away. Your calls keep working, but you can’t buy new numbers under this application.
You have 5 business days from the complaint date to upload proof of consent. Each complaint has its own deadline. If your proof is accepted in time, the complaint is closed and nothing else happens.
Stage 2: Outgoing Calls Blocked
If proof isn’t accepted within 5 business days, your status changes to Suspended in Compliance tab and outgoing calls stop on all numbers under this application. Incoming calls still work.
Outgoing calls stay blocked until proof is accepted for every open complaint. You can still submit proof after the deadline.
Stage 3: 5+ Unique Complaints (All Calls Blocked)
If your compliance application gets 5 or more unique complaints within 10 days, all incoming and outgoing calls on it are blocked the same day. You also can’t buy new numbers under it.
This count is kept separately for each compliance application, so your other applications aren’t affected.
To fix this, get proof accepted for every complaint before its 5-business-day deadline. If you do, calls resume and nothing goes on your record. If you don’t, a 1st violation is marked.
Stage 4: 1st Violation Marked (15 Business Days to Fix)
All calls stay blocked. You have 15 business days from the date the violation is marked to get proof accepted for every open complaint. If you do, the violation is removed, calls resume, and nothing stays on your record.
Stage 5: 1st Violation Confirmed (Permanent Block)
If proof is still missing after 15 business days, the violation is confirmed and this compliance application is permanently blocked. Proof is no longer accepted. Your other compliance applications keep working.
To start calling again:
Create a new compliance application. It goes through the standard review, and you can’t reuse documents from the blocked application.
Rent new numbers once it’s approved.
Unrent the old numbers if you don’t want to keep paying for them. They stay rented and keep billing until you do.
Important: Never call anyone who complained, even from a new number. This counts as a violation and can lead to action on your whole account.
Stage 6: 2nd Violation (1-Year Block)
If the same compliance application gets 5 or more unique complaints within 10 days after its 1st violation is confirmed, it’s a 2nd violation. This can still happen after the block, because complaints can arrive days or weeks after the call.
A 2nd violation blocks your whole account for 1 year:
All telecom resources (PRI/SIP trunks) are disconnected.
All your numbers are unrented.
Your business is blacklisted on the DLT (Distributed Ledger Technology) platform.
No Indian provider can issue you new telecom resources during that time.
When the year ends, nothing is restored automatically. You’ll need to submit a new compliance application and rent numbers again.
What Counts as Valid Consent
Proof only works if the consent behind it is real. Valid consent must:
Come from the person directly. A purchased list, scraped data, or a number in your CRM isn’t consent.
Be for what you’re calling about. Consent for one product doesn’t cover calls about another.
Be recent. It must be within 6 months of the complaint date.
Match the number you called. Consent for one number doesn’t cover a different number for the same person.
Capture consent in a way you can show later, like a timestamped form, a checkbox with a logged date, or a recorded verbal confirmation.
How to Submit Proof of Consent
Go to Phone Numbers > UCC Complaints. This tab lists all your complaints with their deadlines and proof status. You can also open an application from the Compliance tab and click See all to view its complaints.
Find the complaint, click Upload proof (or Re-upload if your proof was rejected), and upload one document that shows:
Your business logo
The date consent was given (within 6 months of the complaint date)
The complainant’s exact phone number
Each complaint needs its own document. You can upload a PDF, JPG, or PNG file up to 10 MB.
Click Submit proof documents. Your proof is reviewed within 5 working days, and the complaint shows as In review until then. Your deadline keeps running during the review, so submit early.
What Happens After You Submit Proof
Accepted: the complaint is closed and we email you. Your status is restored once proof is accepted for every open complaint.
Rejected: we email you the reason. Fix the document and resubmit. You can resubmit as many times as you need, but your deadline doesn’t change.
Email Notifications
We email the account owner and one admin contact at every stage:
When a complaint is filed
One business day before a proof deadline
When outgoing calls are blocked
When you reach 3 and 4 unique complaints within 10 days
When all calls are blocked
When a 1st violation is marked or confirmed
When a 2nd violation is confirmed
When your proof is accepted or not accepted
When calling is restored
When the 1-year block ends
A daily summary while any complaint is open
Missing an email doesn’t extend your deadline.
Impact on Your Phone Numbers
A complaint against one number affects every number under that compliance application.
When calls are blocked, a red block icon appears next to affected numbers in the Phone Numbers table, you can’t call from those numbers.
FAQs
Does a UCC complaint suspend my account right away?
Does a UCC complaint suspend my account right away?
A complaint gives you 5 business days to send proof. Your status shows Complaint raised, calls keep working, and only buying new numbers is blocked.
What counts as valid proof of consent?
What counts as valid proof of consent?
Upload one document per complaint that shows your business logo, the date consent was given (within 6 months of the complaint date), and the complainant’s exact phone number. You can upload a PDF, JPG, or PNG file up to 10 MB. See “What Counts as Valid Consent” above for what needs to be true before you get to the proof itself.
Can I still receive calls while my account is Suspended?
Can I still receive calls while my account is Suspended?
Yes, if your application was suspended because proof wasn’t accepted within 5 business days. Only outgoing calls are blocked then. Incoming calls are blocked too if your application gets 5 or more unique complaints within 10 days, or has a 1st or 2nd violation.
How long does a 1st violation block last?
How long does a 1st violation block last?
Once a 1st violation is marked, you have 15 business days to get proof accepted for every open complaint. If you do, the violation is removed and calls resume. If you don’t, that compliance application is permanently blocked, and you’ll need a new one to start calling again.
What happens on a 2nd violation?
What happens on a 2nd violation?
Your whole account is blocked for 1 year. All telecom resources (PRI/SIP trunks) are disconnected, all your numbers are unrented, and your business is blacklisted on the DLT platform, so no Indian provider can issue you new telecom resources. When the year ends, nothing is restored automatically.
How will I know if my numbers are affected?
How will I know if my numbers are affected?
Check the Phone Numbers table. Affected numbers show a red block icon with a tooltip explaining the restriction, and they won’t appear as an option when placing outbound calls. You can also see all your complaints in Phone Numbers > UCC Complaints.