DND-NDNC-NCCPR
The Do Not Disturb (DND) service, provided by the Telecom Regulatory Authority of India (TRAI), enables Indian consumers to protect their privacy by preventing unwanted marketing calls and messages. To initiate DND, consumers may send an SMS containing the word "STOP" to the number 1909. Upon successful registration, telemarketers are barred from reaching out to the consumer unless explicit permission is granted.
In accordance with the Telecom Commercial Communications Customer Preference Regulations of 2018, the management of the Do Not Disturb (DND) process within the Distributed Ledger Technology (DLT) framework encompasses various essential functions and responsibilities to ensure the proper administration of customer preferences and consent.
1. Distributed Ledger for Preference (DL-Preference)
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DL-Preference serves as the official record for customers' choices regarding the reception of commercial communications. These choices may range from completely blocking all unsolicited messages to selectively permitting certain types, such as those related to finance, real estate, or health.
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The DLT system guarantees that when a customer opts out of specific message categories or entirely blocks unsolicited communications, this decision is securely documented in the DL-Preference ledger in a way that cannot be changed without proper authorization.
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Scrubbing Process:- Before any telemarketer or service provider sends out a message, the recipient's number is first checked against the DL-Preference ledger. This scrubbing process ensures that messages are only dispatched to those who have consented to receive them, in accordance with their stated preferences.
2. Preference Registration Facility (PRF)
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The Customer Preference Registration Facility (CPRF) empowers customers to SET, CHANGE, or DELETE their preferences for commercial communications. This service is seamlessly connected to the DLT system, allowing customers to register their choices through various channels:
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- SMS
- Calling 1909
- Interactive Voice Response System (IVRS)
- USSD
- Mobile App
- Web portal with OTP authentication -
After a customer sets or modifies their preferences, the DLT system promptly updates these changes in real-time across all applicable ledgers.
3. Consent vs. Preference Handling
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The DLT system is designed to handle consent regarding commercial communications. Although users can set preferences to block unwanted messages, they have the option to grant explicit consent for certain senders or specific reasons, which takes precedence over their general preferences. For instance, a customer might choose to block all promotional messages yet still provide explicit consent to receive communications from a particular bank. This consent is documented in a dedicated ledger known as the Distributed Ledger for Consent (DL-Consent).
4. Scrubbing and Compliance
Before sending any messages, the sender's phone number list is carefully checked against the DL-Preference and DL-Consent records. This verification process guarantees that:
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Messages are not sent to numbers that are completely blocked due to DND preferences.
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When applicable, consent takes precedence over preferences.
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Messages are sent within the time frames specified by the customer.
This thorough checking process upholds customer preferences and adheres to TRAI regulations.
5. Immutable and Secure Record-Keeping
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The DLT guarantees that all records related to customer preferences and consents are kept safe and unchangeable. Once a preference or consent is logged, it cannot be modified or removed without the necessary authorization.
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This unchangeable nature of the ledger promotes transparency and traceability, offering a strong framework for adhering to regulations and safeguarding customer interests.