Draft for review (not yet published). India's calling rules changed in 2025 and again in September 2026, and some points are still being clarified by TRAI and the operators. A lawyer should review this policy, and businesses should check with their mobile operator.
Why this policy exists
BuddyX lets a business answer and make calls with an AI voice agent on its own phone number. India protects people from unwanted calls and messages, and from misuse of their personal data, and a business that breaks those rules can lose its phone numbers. This policy turns those rules into plain instructions. It is part of our Terms and Conditions and applies to every business that uses BuddyX.
It is a summary to help you comply, not legal advice. When in doubt, ask your mobile operator or a lawyer.
The rules in plain words
- TRAI's Telecom Commercial Communications Customer Preference Regulations, 2018, amended in 2025 and 2026, govern business calls and messages: who may be called, from which numbers, with what consent, and what happens to businesses that make unwanted calls. Calls made by software or an AI voice count as automated calls under them.
- The Telecommunications Act, 2023 makes it an offence to fake or hide the number a call comes from.
- India's data protection law (the IT Act, 2000 and its rules today; the Digital Personal Data Protection Act, 2023 from 13 May 2027) governs how you collect, use and keep your callers' personal data, including recordings.
- WhatsApp's terms govern business messages on WhatsApp.
Before you make any outgoing calls
- Declare AI calling to your mobile operator. TRAI's 2026 amendment requires every business that places automated calls (including AI voice calls) to declare this, and the numbers it uses, to its mobile operator in advance. Calls made without this declaration are treated as unwanted calls. Do this before switching on outgoing calls in BuddyX, and keep proof of it.
- Use a number you own. Use BuddyX only with a phone and SIM that belong to your business.
- Set your rules in BuddyX. Calling hours, days and a daily limit (see Hours, volume and pacing).
Calls you may make
- Service calls to your own customers about something they bought, booked or are using with you: appointment confirmations and reminders, service-due reminders, delivery and pickup information, report-ready calls, follow-ups after a visit, feedback about a service they received.
- Calls people asked for, such as a callback request on WhatsApp or a form on your website. TRAI treats a verifiable written or digital request as permission for 7 days, so call promptly, and keep a record of the request.
- Answering calls that people make to your business.
Calls you must not make
- Promotional calls from an ordinary mobile number. Calls that advertise or sell (offers, discounts, new launches, "upgrade your car", "new project in your area") must go through a registered telemarketer on the special number series TRAI sets for them. Do not use BuddyX for them.
- Mixing promotion into service calls. One sales line turns a service call into a promotional call.
- Calls to bought, rented or scraped lists, or to anyone who never dealt with your business or asked to be called.
- Calls to people who said "don't call me", on a call, on WhatsApp or anywhere else. Do not ask them again for at least 90 days.
- Calls that mislead: pretending to be a person, another business, a government office or a bank, or hiding what the call is about.
- Changing or hiding your caller ID.
- Medical, legal or financial advice, diagnosis or triage by the agent, and using BuddyX as an emergency line.
- Collecting card numbers, bank details, passwords or full identity numbers on a call.
What every call must do
- Say who is calling, that it is an AI assistant, and that the call is recorded, in the first sentence. For example: "Namaste, main City Care Hospital ki AI assistant bol rahi hoon. Yeh call record ho rahi hai."
- Stop when asked. If the person says they do not want calls, end politely, mark the number "do not call" and stop calling it on every channel.
- Hand over to a person when the caller asks for one or the agent is not sure.
- Keep records: when and why you got each number, consent or request records, opt-outs and call logs. BuddyX saves every call with its recording, transcript and summary; keep them only as long as you need them and as the law requires.
Hours, volume and pacing
- Calling hours. Call between 10 am and 9 pm India time unless the person asked you to call at another time. TRAI's default settings block business calls outside these hours for people who have not chosen otherwise, so this is the safe default.
- Daily limits and gaps. Operators watch for numbers that make many short calls to new people. Keep daily limits sensible, space your calls out, and call only your own customers and enquiries.
- One click stops everything. Use BuddyX's stop switch if anything goes wrong.
WhatsApp messages
- Message only people who contacted you or agreed to hear from you, and only about what they agreed to.
- Make it easy to stop, and stop at once when asked.
- Follow WhatsApp's Business terms and policies.
Sector notes
- Hospitals, clinics and labs. Health information is sensitive personal data. Get clear consent, keep recordings secure and short-lived, never let the agent give clinical advice, and route emergencies to staff at once.
- Real estate. Calls about new projects or offers are promotional. Callbacks to people who enquired about a project, and site-visit confirmations they asked for, are not. Follow RERA's rules on advertising.
- Automobile. Service reminders and delivery updates to your own customers are service calls; offers and upgrade campaigns are promotional.
What BuddyX does to help
- Calling hours, days and daily limits, and a one-click stop for everything.
- Every call saved with its recording, transcript and summary.
- Handover to your team, live watching and one-click takeover.
- Phone numbers masked in BuddyX's lists and logs.
If this policy is broken
We may suspend or end a licence that is used against this policy, and we may report serious misuse to the authorities. Separately, telecom operators can bar outgoing calls on all of a business's numbers, disconnect them, blacklist the business and block the phones used. Those actions are the business's responsibility (see our Terms and Conditions).
Report misuse
If you received an unwanted call made with BuddyX, tell us at info@plotex.in or on WhatsApp +91 88496 99134, with the number that called and the time. You can also complain to your own operator by calling or texting 1909, or in the TRAI DND app.