What records should a business keep to prove calling compliance?
Keep evidence for each layer of the rules: your DLT registration and the numbers you call from; the source and consent record for every contact; DND screening results for promotional lists; calling windows and attempt limits; scripts with version history; recordings or transcripts; and opt-out and complaint logs. If an operator, regulator or customer challenges a call, these records are your defence.
Why records matter
Enforcement under TRAI's TCCCP Regulations 2018 starts with complaints, and DPDP Act 2023 disputes start with a person asking what you did with their data. In both cases the business has to show what happened. A team that can produce the consent, the DND check and the recording for a disputed call is in a far stronger position than one relying on memory.
The compliance file
| Record | What it proves |
|---|---|
| DLT entity ID and registered numbers | You are a registered sender on approved routes |
| Lead source and consent text | The person asked to be contacted, and agreed to what |
| DND screening logs per campaign | Promotional calls skipped blocked numbers |
| Campaign settings: window and retries | Calls stayed within permitted hours and frequency |
| Script versions with approval dates | What the agent was told to say, and who approved it |
| Recordings and transcripts | What was actually said |
| Opt-out and complaint register | Requests were honoured and complaints handled |
| Vendor contract and data-processing terms | Processor duties were set out in writing |
Sector extras
- —Lenders: proof of RBI-compliant calling hours and recovery conduct, plus grievance records.
- —Insurers and intermediaries: recordings of sales calls and disclosures, as IRDAI expects.
- —Real estate: the RERA registration of every project promoted.
Keep it proportionate
Keeping records forever creates its own DPDP risk. Hold evidence for as long as complaints or disputes can reasonably arise and as long as sector rules require, then delete it.
How Outpero fits
Outpero keeps call logs, recordings, transcripts, summaries and captured fields for outbound and inbound calls in the dashboard, exportable to CSV or sent to your webhook, which covers much of the call-level evidence. Consent records and approvals live in your own systems.
Want to hear an AI voice agent handle this on a real call?