Keep Phone Number Fraud in Check: What the RBI and TRAI Want You to Do?

The Lowdown: Why Phone Numbers Are a Big Deal

In today’s world, your phone number isn’t just for calling your friends or ordering pizza. It’s tied to everything—your bank accounts, your apps, OTPs, transaction alerts—you name it. And, of course, that makes phone numbers prime targets for fraudsters. So, the RBI has stepped in to direct regulated entities (REs) to make sure we’re all protecting those digits!

So what is it that the RBI is asking for?

Quite a few things actually.

1. Use the MNRL list- The MNRL list is like the "naughty list" of phone numbers—these are numbers that are disconnected, linked to fake documents, involved in fraud, or have been flagged for misuse. REs need to check this list in real-time to avoid issues.
2. Update Customer Numbers Regularly- Have an SOP in place for keeping customer phone numbers up to date, and pay extra attention to accounts linked to numbers that have been revoked.
3. Help Fight Tele-Frauds- REs need to share verified customer care numbers with the “Sanchar Saathi” portal, a platform aimed at helping customers avoid fraud. Every little bit counts!
4. Transactional Calls: Use the Right Numbers- For service-related calls, use the ‘1600xx’ number series. For promotional calls, stick to ‘140xx’.
5. Stick to TRAI Guidelines- TRAI has its own set of rules for sending commercial messages, so REs need to follow them to stay compliant.
6. Spread the Word- Don’t just follow the rules—let your customers know what's going on. Use emails, SMS, even in vernacular languages to raise awareness.

Why Does TRAI Matter in All This?

TRAI is the telecom regulator in India. It has its own set of guidelines for commercial interactions with customers. Here’s a quick breakdown:

1. Register with Telecom Providers- You can’t just send out commercial messages willy-nilly. You need to register with your telecom service provider/access provider (like Airtel) before you do.
2. Get Those SMS Headers Sorted- Have you ever noticed headers like “VD-BOBTXN” or “AX-FEDBNK”? Yeah, those need to be registered and used only for commercial communication.
3. Register Content Templates- Every SMS you send should have a content template registered with your access provider. The template can have a fixed and a variable part. The fixed part stays the same (like broad contours for a type of message- say message for confirming a payment transaction), while the variable part can be specific to the recipient (like their name, account number, etc.).
4. Get Customer Consent- For marketing messages, you need to get clear consent from the customer. And that means using the digital consent acquisition service of access providers.
5. Skip the Telemarketers- If you can, avoid going through third-party telemarketers. It's better to work directly with the telecom service provider, but we get it, sometimes that’s easier said than done.
6. Structure Contracts Carefully- You can contractually enforce compliance by telemarketers in case of misuse or leakage of headers or content templates.
7. Reporting and Correcting- If there is a breach/misuse of the header or content template, make sure you disable the affected resources and report it to law enforcement.

Protecting Your Headers & Content Templates

Headers and content templates are your main lines of defense. If fraudsters get their hands on them, it can cause some serious damage. Here’s how to protect them:

1. Only Register What You Need- Don’t go overboard with headers and content templates. Keep it minimal.
2. Review Them Regularly- Set a schedule to check and verify your headers and templates. Regular reviews can help catch potential issues before they become problems.
3. Close Unused Headers and Templates- Don’t leave unused headers or templates lying around. If you’re not using them, shut them down.
4. Keep It Clean- Use only whitelisted URLs, apps, or numbers in your templates. Avoid shortening URLs unless they clearly show where they lead.
5. No Mixing- Don’t mix promotional content with transactional messages. If you do, the message will be considered promotional, and you'll have to follow a different set of rules.
6. Be Responsible- Register your templates carefully and don’t leave the responsibility to third parties.

Is the Risk Worth It?

So, what if you ignore all these rules? Well, the consequences aren’t pretty:

Telecom Resources May Get Cut

If you don’t comply, all your telecom resources could be disconnected for up to two years. That means no promotional messages to your customers for two years! Ouch.

Blacklisted

You’ll also be blacklisted during that time, meaning no new telecom resources from any service provider. So, if you were planning to switch providers, think again.

Header Misuse Can Lead to Suspension

If a third party misuses your header, your services could be temporarily suspended until you fix things and report it.

Don’t Wait Until the Last Minute!

Deadline: March 31, 2025

The RBI circular requires this to be implemented expeditiously - of course, not later than March 31, 2025. And it's very close. So, don’t leave it to the last minute. Start checking off those boxes now to ensure you’re compliant with both RBI and TRAI guidelines. Delaying could mean major headaches down the line.

The Bottom Line

At the end of the day, protecting headers and content templates isn’t just about following rules—it’s about protecting your customers from fraud. If you don’t take these guidelines seriously, the risks are high, and the consequences could be pretty painful. Being compliant means keeping your telecom resources safe and avoiding long-term damage. It's better to take these steps now than face issues down the road!

Source:

https://www.rbi.org.in/Scripts/NotificationUser.aspx?Id=12770&Mode=0