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India’s Do Not Call Registry: A Failure

By Nikhil Pahwa - Wed 16 Jan 2008 11:22 PM PST

As far as I’m concerned, the India’s Do-Not-Call registry has failed. I registered on September 11th 2007, and calls from telemarketers were supposed to stop by the 25th of October (45 days). Around the 4th of December, the calls had started again: a call every other day, and a marketing SMS daily. In all, I registered 6-8 complaints with my mobile operator (Airtel). On one occasion, the call center representative even refused to register a complaint, saying one had already been registered against another telemarketer the day before. The complaints were to be dealt with by the 10th of January. A message from Airtel, dated the 11th of Jan, states: “Your DND request is related to another service provider. We have forwarded your complaint to them for necessary action.” I’m not even sure if anything has been done about it, and the move to set up a registry appears to be an eyewash.

The fines for telemarketers were supposed to be Rs. 500 per call/message, though I wonder if the cost vs benefit works in the telemarketers favor. Keeping that in mind, the TRAI is considering increasing the fine to Rs. 500 for the first complaint, and Rs. 1000 for every subsequent complaint. That won’t make much of a difference. The failure of the registry may also be due to the lack of signups - only 7.5 million users have registered, and 12183 telemarketers have subscribed to the list. 78 million numbers have been cleared for calling. So even if telemarketers have to shell out a fine every now and then, it’s probably not much. What the TRAI got wrong: there’s no guarantee of enforcement, and it takes too long. Also, the onus should have been put on the telecom companies that provide phone connections to the telemarketers to block calls to these numbers, and not the marketers themselves. At the root of the problem, of course, are banks and financial institutions like Barlcays Bank (called me last week), ICICI Bank (yesterday), ABN-Amro (today), among several others. I’m dreading the next couple of months, since the insurance companies are most active around the end of the year.

Posted in: Policy

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27 Responses:
  • From Nidhi Thu 17 Jan 2008 01:50 AM

    Same has happened withme too.. Specially with airtel.. I have registered for DND 4-5 times.. but i am still getting the calls/messages. Everytime, i call up, they take it up as a new request.

  • From Siddhaarth Jalan Thu 17 Jan 2008 01:53 AM

    I disagree with you… I registered sometime in June or July and since then have not received a single call from a telemarketer. My service provider is Vodafone. I think its more to do with the service provider then the concept. In fact, quite a few of my friends who are customers of Vodafone and have registered for the service are very happy as they have stopped receiving these calls.

  • From Ishita Thu 17 Jan 2008 03:57 AM

    My provider is Voda and the only telemarketing calls that I receive despite registering for the DND are from ICICI. All the other banks have stopped.- for some strange reason these guys persist!

  • From naresh Thu 17 Jan 2008 08:28 PM

    Yes, Some good things in INDIA don’t get implemented so easily. I must have signed with Vodafone twice- But still get calls from Banks & Insurance Companies.

    I think the complaint system should be easy to follow- Rather than complaining Mobile Operator DND site should have option to complaint directly for them to take action.

  • From Ashish Gupta Thu 17 Jan 2008 10:09 PM

    Yess… ITS A BIG FAILURE...After registering DO NOT CALL...Still people call..alll the credit cards selllers, telecallers,,,and the chafing service messages.
    Yesterday only I got some services messages saying ‘friends banao’.

    TRAI should control these things.

  • From nagesh pai Thu 17 Jan 2008 10:20 PM

    Nikhil, i share the same woes as you. And with the same companies. I have some interesting observations on the topic and will share these with yuo in detail.

    I just responded to these banks giving details of the numbers i got a call from, saying that i will never trust a bank like them that relies on stolen databases for making sales calls.

    After a couple of weeks and escalation, i got a call from ABN aMRO saying that they would take care of it. However they had no clue to which of their DSAs the number belonged!!! excuse - even we tried calling the number its coming busy.

    Barclays bank never cared to respond.

    The customer care numbers of my provider are forever busy. Hence i decided to maintain a log of the defaulters myself which you can check here:

    http://spreadsheets.google.com/pub?key=ptKzL0cQPceGZbJekZGl8Og

    I have email correspondence which proves that even large DSA’s like Andromeda care their two feet for the DNC law.

    It would be really great if the NDNC registry site grants an option of an online complaint directly to them. Can we work on a collective petition to the NDNC registry guys? I will be more than willing to volunteer

  • From dhiren Sun 20 Jan 2008 03:40 AM

    i am suffering the same problem. i think i should complain about my service provider vodafone to TRAI. but i do not know from where to write to TRAI. can some one help me for the same?

  • From G S RAINA Tue 22 Jan 2008 03:02 AM

    Infact Vodafone is such a “chor” company, that they are asking for Rs 99/- per month for activatiing such a request.

    GSR

  • From Rohit Thu 14 Feb 2008 03:51 AM

    Hi,
    As neone of the people who complained got the 500/- per call as stated by TRAI.
    If yes, please temme the procedure as to how the amount is to be claimed

  • From ram Mon 18 Feb 2008 11:49 AM

    Hi,
    Nagesh thanks for ur participation in NDNC to make it success.The spread sheets desinged by you are somewhat confusing.So i started something.Who ever gets any more tele calls just enter those names in tht spread sheet and go to file and save , it automatically saves the numbers.
    Step1 Open http://www.ndncregistry.blogspot.com
    step2 click on “clickhere”
    step3 fill the columns.

    gud luk to you all

  • From Alok Tue 19 Feb 2008 10:20 PM

    Hi,

    Just to mention - Barclays bank has been troubling me just like that (actually so many others are also) - they had taken a request way back in Sep (for their bank alone, not the NDNC), but didn’t heed it, am still getting calls. Later, I registered through Airtel for the NDNC, calls have certainly reduced, but some telemarketers are still taking their chances....

    Point is - where to complain to TRAI? Waiting for an answer on that one from Dhiren....

    though it may be a bit trouble to keep storing these numbers as Ram has suggested, it does look like an effective idea.

    Regds
    Alok

  • From Selva Tue 26 Feb 2008 03:44 AM

    I too registered my name thrice, but total failure. Now it has become a nuisance to me when I receive the marketing calls from the same no, same company, many times.

    It is really frustrating, and I do not know what TRAI is doing

  • From Mohan Tue 11 Mar 2008 06:31 AM

    May be we can become a bit vindictive and derive some sadistic pleasure too.  Be good and show interest in calls from financial institutions. Let their representative come… come again… rope in some more of their executives… till the economics of it fails their very concept.

  • From VinodGajjar Thu 13 Mar 2008 12:05 AM

    even i suffer from this pain yaar.and now am thinking to chang my 8 years old mobile no.but as some said in forum that we should teach some lesson to these service provider and tele callar. what ever help need i am ready to serve it.

  • From sampath Fri 14 Mar 2008 12:28 AM

    i have registered with my operator(AIRTEL) 6 months back. i was told i will not get any more telemarketing calls. unfortunately i still get telemarketing calls, indiainfoline, iciciprudential, abn amro, icicicrditcards, etc.,. I was told everytime when i get a call , i need to make a call to operator and complain and give the number from i get calls. I need to service the operators, DND is not functioning well,……
    Always, airtel operator says ‘Sorry’, i never see they take any complain seriously.
    cheers
    sam

  • From Rubi Mon 17 Mar 2008 09:16 PM

    My cellphone service provider is BSNL. Earlier I used to get very few calls from the telemarketers may be 0-1 per month ... but the number increased recently. The worst part of BSNL is its inefficient customer care department. Once I called them to register my number in DNC; the customer care bloke informed me there is no such service from BSNL; What a crap! I was stunned by this. Well, after a few days I called them up once again ... that time the customer care person told me to send a SMS for this. Its not 45 days yet ... and, I wish this will work.
    The one worked for me is tata indicom. I have land-line and internet services from tata indicom. After registering into DNC for both the services few months back, I am not getting any more marketing message or call from tata indicom or from others.
    My observation is that Airtel and Reliance are most infamous regarding selling their subscriber’s number to the telemarketers. I guess the tele-marketers are never penalized for using the DNC registered numbers, and so they continue to call all valid cell numbers.

  • From Nikhil Kumar Fri 21 Mar 2008 05:01 AM

    Even I disagree with you… I registered sometime in June or July and since then have not received a single call from a telemarketer. My service provider is Airtel. I think its more to do with the service provider then the concept. In fact, quite a few of my friends who are customers of Vodafone and have registered for the service are very happy as they have stopped receiving these calls.

  • From Nikhil Kumar Fri 21 Mar 2008 05:06 AM

    Sorry for the last msg a small correction !!! : )

    Even I disagree with you… I registered sometime in June or July and since then have not received a single call from a telemarketer. My service provider is Airtel. I think its more to do with the service provider then the concept. In fact, quite a few of my friends who are customers of Airtel and have registered for the service are very happy as they have stopped receiving these calls.

  • From Nikhil Kumar Fri 21 Mar 2008 05:12 AM

    A peace of information for enlighting our thoughts

    General:

    (i) Telemarketer shall apply for registration to the Department of Telecommunications (DOT) or any other agency authorized by DoT.

    (ii) Telemarketer can have multiple registrations.

    (iii) Each Telemarketing Centre shall be registered separately location-wise.

    (iv) Processing fee of Rs. 1000/- payable per Telemarketing Centre

    (v) The validity of the registration shall be 10 years and renewable.

    (vi) Telemarketer shall inform DoT of any change in the information furnished within 15 days.

  • From Tapish Tue 25 Mar 2008 04:52 AM

    Here, I disagree with Nikhil Kumar coz I am facing problem of continuous calls from Airtel only, about promotions of their own schemes even after registering my parents’ 2 mobile no’s with DNC registry in Oct. 2007. They are old and retired and fed up with attending such calls at odd hour. Even more to that is in some schemes the amount from their calling card is deducted as they answer that call. I called up at Airtel Customer care centre where one of their representatives was adamant and rash in replying that I am open to drag Airtel to court. I think these service providers should be punished by dragging to consumer courts for their irresponsible behaviour for earning money at the cost of harassing their own subscribers.

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  • From sumeet Thu 03 Apr 2008 04:15 AM

    Hi,
    The same case is with me like Nikhil Pahwa.
    I also same sms “Your DND request is related to another service provider. We have forwarded your complaint to them for necessary action.” when i made complaint after receiving promotional call. I registered on 12/11/2007 and after 2 months also i continuously received calls..specially from DSL’s of Barclays bank credit card.
    I complainted many times and got this kind of reply. Now all promotional calls are stopped but once or twice a week I got calls from Barclays credit card. and in march i got many calls from kotak, maxnewyork, indiabulls etc for investments.
    Can anybody tell me where to complaint about the caller as well as service provider. Airtel is failed in DND service.

  • From Pushan Mon 21 Apr 2008 03:19 AM

    Agree. Continue to receive all sorts of calls. My service Provider Vodafone is full of idiots who can talk but act on nothing. The government is as always sleeping and the DOT and TRAI are full of these idiots. India can never change.

  • From K. Vijayaraghavan Tue 29 Apr 2008 11:52 PM

    I agree with majority of the friends here.  I registered my mobile No. (Reliance) on November 2007.  After 45 days there was a relief.  But it last for only 30 days.  Then from Feb 08 lot of telemarketing calls started to come.  I complained many times with Reliance Customer care.  I could able to hear nice ‘sorry’.  But no other use. As a last step I could able to fine an e-mail ID from National Do Not Call Registry.  It is .  I mailed my complaint to this ID.  But don’t know will it be useful or not.

  • From K. Vijayaraghavan Wed 30 Apr 2008 12:03 AM

    My way of showing my protest is as follows.

    Some telemarketers will call without knowing our name.  For them I use to give wrong name, what ever comes in my mind at that time.  I will request them to come to meet me with relevant forms.  I will give totally wrong address, what ever the door no. comes in mind, whatever street name comes in mind at that time.  After searching the address the field executive will call my number and ask for the false name which I gave.  I use to tell sorry, wrong number.

    Some telemarketers will call by knowing our name.  For them I will give positive reply and request them to come to my house with relevant forms. I will give correct address.  After they come I will tell them, “Please tell to your people not to call the numbers which are in NDNC registry.  I got tired by telling this over phone several times.  I wanted to tell this in person. That is why I made you to come all the way here.”

    First I felt bad to waste other time like this.  But we didn’t want to waste time in these commercial calls.  That is why we registered in NDNC. But when they are prepared to waste our time by calling, we have fullest rights to waste their time in even better way.

  • From K. Vijayaraghavan Wed 30 Apr 2008 12:06 AM

    My way of showing my protest is as follows.

    Some telemarketers will call without knowing our name.  For them I use to give wrong name, what ever comes in my mind at that time.  I will request them to come to meet me with relevant forms.  I will give totally wrong address, what ever the door no. comes in mind, whatever street name comes in mind at that time.  After searching the address the field executive will call my number and ask for the false name which I gave.  I use to tell sorry, wrong number.

    Some telemarketers will call by knowing our name.  For them I will give positive reply and request them to come to my house with relevant forms. I will give correct address.  After they come I will tell them, “Please tell to your people not to call the numbers which are in NDNC registry.  I got tired by telling this over phone several times.  I wanted to tell this in person. That is why I made you to come all the way here.”

    First I felt bad to waste others’ time like this.  But we didn’t want to waste our time in these commercial calls.  That is why we registered in NDNC. But when they are prepared to waste our time by calling, we have fullest rights to waste their time in even better way.

  • From Rajeev Fri 09 May 2008 03:29 AM

    I have registered my cell no. with ICICI Bank for Do Not Call facility. But even after 6-8 months, I continue to get calls from ICICI Bank. It seems that they are making fun about these type of issues and are not at all concerned about the comman man. On all occations, I have registered the complaint with ICICI Bank. But as expected, the result is nothing. I never got any reply from ICICI Bank. It seems that if you have to live in India and carry an Indian Cell No., be ready to receive commercial calls from Banks like ICICI, SBI, HDFC, as they are beyond law.

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