⚡Quick answer -

The client can contact the customer only if valid opt-in consent is available and renewable every 6 months.

When should I use this guide?

Use it whenever a service-industry client wants to call a customer who registered up to six months ago, and you must collect auditable proof of the customer’s opt-in consent.

1. 6-month rule overview

The client can contact the customer only if valid opt-in consent is available and renewable every 6 months. For service-industry calls, opt-in must be refreshed at least once every six months via email, SMS, or other digital means.

2. Mandatory opt-in proof (two-part requirement)

Mandatory Opt-In Proof Requirements -

When such a case is reported or audited, the client must submit both of the following:

2.1. Complainant’s consent-capturing process

This establishes how the customer agreed to receive calls. The client must provide:

• Screenshot of the website / digital form where consent was captured

• Must clearly show company name and logo

• Screenshot of the Terms & Conditions that the customer accepted

• Live URL link of the same page shown in the screenshots

📌 Purpose: To validate that consent was explicit and intentional.

2.2. Complainant’s information-storage process

This confirms that the customer’s consent is properly stored and within the 6-month validity window.

Required proof:

• Screenshot of CRM / internal database showing:

 • Client company name or logo 

• Customer name 

• Customer mobile number

 • Registration/consent date (must be within the last 6 months).

Google Sheets or Excel files are NOT valid opt-in proof.

📌 Purpose: To ensure consent is traceable, auditable, and time-bound.

3. Additional compliance check (if required)

Additional Compliance Check (If Required) -

• The telecom operator’s NDNC team may also request the call recording of the complained call after reviewing the primary opt-in proofs.

4. Key internal reminders

Key Internal Reminders -

• Consent older than 6 months is considered invalid for service-industry calling.

• Opt-in must be explicit, documented, and digitally verifiable.

• Absence of valid proof can lead to regulatory non-compliance and penalties.

• Always verify opt-in validity before advising outbound calls.

5. Workflow diagram