Understanding Voice Call Audits in India

Quick Reference

If You Receive an Audit Notice

1. Check the details—Plivo will provide:
   • Caller Number (your Plivo number)
   • Callee Number (the recipient)
   • Timestamp of the call (in IST)
   • Call UUID associated with the call on Plivo's platform
2. Gather consent evidence—provide proof of opt-in showing the recipient agreed to receive calls from you.
3. Submit the proof of opt-in—the details must be provided within 5 days.
4. Remove the callee from your list—prevent future complaints by removing this number from your calling list.

Warning: Using a different Plivo number to reach out to the same callee number will be considered a violation and can lead to service disruption.

Consent Evidence Requirements

Your evidence must clearly show the recipient agreed to receive calls from you.

Required elements:

• Company logo or name
• Recipient's name
• Recipient's phone number
• Date consent was given

Acceptable formats:

• CRM screenshot showing the above details
• Signed consent form
• Digital opt-in record

Note: Submit clear, high-quality images with all required elements clearly visible.

Audit Process

User complaint → Telecom provider → Plivo compliance team → Customer

1. A call recipient files a complaint with their telecom provider
2. The telecom provider identifies Plivo as the originating service
3. Plivo's compliance team identifies the responsible customer
4. Customer provides consent evidence within 5 days
5. Plivo's compliance team reviews and submits to the telecom provider
6. Customer is notified when the audit is closed

Consequences

If you provide valid evidence within 5 days

• Plivo reviews your submission
• If additional details are needed, Plivo will contact you
• Once the telecom provider closes the audit, you'll be notified

If you submit insufficient evidence

• Plivo will contact you to request additional or corrected documentation
• You must respond promptly to avoid escalation within the initial 5 day window from the date of receiving the complaint
• Failure to provide valid proof of opt-in for any complaint may lead to your account being temporarily suspended or permanently blocked.

If you fail to respond within 5 days

• If you fail to respond within 5 days, your account may be temporarily suspended or permanently blocked.
• Multiple complaints may result in the business being blacklisted by TRAI.
• For resellers, if compliance details are not correctly mapped to end businesses, the reseller will be required to provide valid proof of opt-in, and Plivo may take action on the entire account. ()

Note: In accordance with Plivo’s Acceptable Use Policy, Plivo reserves the right to unrent numbers, block traffic, or disable services entirely, depending on the severity.

Best Practices to Avoid Audits

• Only call users who have explicitly opted in
• Honor rejections - If a user doesn't answer or declines, don't call repeatedly
• Refresh consent every 6 months - As per TRAI guidelines, any consent older than 6 months is not considered valid.