Hello, Saleshandy users!
Indian telecom regulators track complaints about Unsolicited Commercial Communication (UCC) — calls a recipient didn't consent to receive. If a prospect files a UCC complaint against one of your Indian numbers, it affects your compliance application, not just that one number. This guide walks through what happens at each stage, what you need to do, and how quickly you need to do it.
Stage 1: A Complaint Is Filed
When a UCC complaint is filed against your compliance application, your status stays Approved — nothing changes immediately. Saleshandy emails you right away, and you have 5 days to upload proof that the recipient had given valid consent to be called.
If you submit valid proof within those 5 days, the complaint is closed and nothing else happens. If you don't respond in time, your account moves to the next stage.
Stage 2: Suspended
If proof isn't submitted within 5 days, your compliance status changes to Suspended, and outgoing calls from numbers linked to that application stop working. You get another 10 days to submit proof.
Submit valid proof within those 10 days, and your status is restored to Approved — outgoing calls resume normally.
If your account receives 5 or more complaints from different people during this 10-day window, it escalates to a 1st violation.
Stage 3: 1st Violation — 15-Day Block
If 5 or more unique complaints come in during the Suspended window, both incoming and outgoing calls are blocked. This block lasts 15 days, and there's no way to resolve it early — it lifts automatically once the 15 days pass.
Stage 4: 2nd Violation — 1-Year Block
If your account racks up another 5+ complaints in a 10-day window after a confirmed 1st violation, the consequence is much more serious: all telecom resources (PRI/SIP trunks) tied to your account are disconnected for 1 year, and your business is blacklisted on the DLT (Distributed Ledger Technology) platform used by Indian telecom regulators. No Indian provider can issue you new telecom resources during that period.
What Counts as Valid Consent
Before a complaint ever happens, it's worth knowing what "consent" actually needs to look like — the proof format below only matters if the underlying consent was real to begin with.
It has to come from the recipient directly. A purchased list, a scraped database, or a number sitting in your CRM isn't consent — even if the lead looks warm. The person themselves needs to have said yes.
It has to be for the specific thing you're calling about. Someone agreeing to hear about one product or offer hasn't agreed to calls about a different one. If your team pitches something else to the same contact, that needs its own consent.
It has to be recent. Consent older than 6 months from the date of a complaint won't be accepted as proof — even if it was completely valid when it was given. If a contact's consent is getting old and you're still planning to call them, it's worth refreshing it.
It has to match the number you're calling. Consent tied to one number doesn't cover a different number for the same person.
In practice, this means: capture consent in a way you can point back to later — a timestamped form submission, a checkbox with a logged date, a recorded verbal confirmation — and store it against that contact. If a complaint comes in and you can't show real consent behind it, the proof format below won't save you.
How to Submit Proof of Consent
Whenever proof is requested (Stage 1 or Stage 2), open the compliance application from the Compliance tab or from the Phone Numbers table, and look for the Proof Documents section. You'll need to provide:
Your business logo, to confirm which business made the call
The date the recipient gave consent — this must fall within the last 6 months of the complaint date
The complainant's exact phone number, to confirm consent was obtained for that specific contact
You can upload PDF, JPG, or PNG files, and you can attach more than one file if needed. Once you click Submit Proof Documents (this stays disabled until at least one file is attached), you'll see a confirmation that Saleshandy will review your submission within 5 business days and follow up by email.
While your review is pending, the alert icon next to your application name changes from a red triangle to a gray clock, so you can tell at a glance that proof is in and awaiting review.
What Happens After You Submit Proof
If your proof is accepted, your status is restored to Approved and you're notified by email.
If it isn't accepted, it counts as a 1st violation, and the 15-day full block described above kicks in.
Email Notifications
You'll be emailed at every stage of this process:
When a complaint is first filed, with your 5-day deadline to submit proof
If your account is suspended, with your 10-day deadline to submit proof
If a 1st violation is confirmed, explaining the 15-day block
If a 2nd violation is confirmed, explaining the 1-year block and DLT blacklisting
If your compliance status is restored to Approved after a successful review
Impact on Your Phone Numbers
Once your compliance application enters Suspended, 1st violation, or 2nd violation, a red block icon appears next to affected numbers in your Phone Numbers table, with a tooltip explaining why calls are restricted. Numbers showing this icon won't appear in the "Call via" selector when placing outbound calls, so there's no risk of accidentally trying to call from a blocked number.
FAQs
Does a UCC complaint suspend my account right away?
Does a UCC complaint suspend my account right away?
No. The first complaint just starts a 5-day clock to submit proof of consent. Your status stays Approved during that window.
What counts as valid proof of consent?
What counts as valid proof of consent?
Your business logo, the date consent was given (within the last 6 months of the complaint), and the exact phone number of the complainant. Multiple files can be uploaded as PDF, JPG, or PNG. See "What Counts as Valid Consent" above for what needs to be true before you ever 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 — Suspended only blocks outgoing calls. Both incoming and outgoing calls are blocked only after a confirmed 1st or 2nd violation.
How long does a 1st violation block last?
How long does a 1st violation block last?
15 days, and it lifts automatically — there's no way to submit proof or resolve it early during that window.
What happens on a 2nd violation?
What happens on a 2nd violation?
All telecom resources tied to your account are disconnected for 1 year, and your business is blacklisted on the DLT platform, blocking new telecom resources from any Indian provider during that time.
How will I know if my numbers are affected?
How will I know if my numbers are affected?
Check the Phone Numbers table — any number affected by a compliance suspension or violation shows a red block icon with a tooltip explaining the restriction, and it won't appear as an option when placing outbound calls.