This policy applies to every Client, user, reseller and sub-account using the services of Agile Tech Experts Private Limited ("Agile"). It is part of our Terms of Service. We operate a zero-tolerance policy for spam, fraud and misuse. Breach can lead to immediate suspension without refund, reporting to the Carrier and authorities, and recovery of any penalty or loss.
1. Commercial communication rules (TRAI TCCCPR)
When you make calls or send messages to customers, you must:
- Register on DLT as a Principal Entity in your own legal name and register your headers, message templates, consent templates and, for voice, the purpose of robo/auto-dialled calls, with your Carrier.
- Use the right number series: promotional voice calls only from 140-series numbers; service and transactional voice calls only from 160-series numbers or other series designated by TRAI/DoT. Never use ordinary 10-digit mobile or landline numbers for commercial calls.
- Classify correctly: promotional, service, transactional or government. Adding promotional content to a service or transactional message makes it promotional.
- Get and keep consent: contact people only with valid consent or an existing customer relationship as permitted by TRAI. Keep consent records (who, when, how, for what) for at least one year, and produce them when asked.
- Respect DND and opt-outs: do not send promotional communication to numbers that have blocked it, unless the person has given explicit, verifiable consent. Every promotional message or call must offer a simple opt-out, and opt-outs must be honoured immediately and permanently for that purpose.
- Calling hours: make promotional calls only between 09:00 and 21:00 IST unless the person has asked to be called at another time.
- Identify yourself: state your business name at the start of the call or message and give a callback number that works.
2. Prohibited uses
You must not use any Agile service, number, header, trunk, software or account to:
- send unsolicited commercial communication, bulk calls or messages from unregistered senders, or bypass DLT scrubbing;
- spoof, mask or alter the calling-line identity (CLI), display a number you are not authorised to use, or present an international call as a domestic one;
- commit or support fraud, phishing, vishing, smishing, "digital arrest", KYC, loan, lottery, investment, job, parcel or refund scams, or collect OTPs, passwords, card or bank details under false pretences;
- impersonate a government body, regulator, police, court, bank, telecom company or any other person or brand;
- harass, threaten, abuse or repeatedly call anyone, including for debt collection outside lawful recovery practices;
- promote illegal goods or services, unlicensed gambling or betting, unregistered financial products, counterfeit goods, drugs or weapons;
- send content that is obscene, defamatory, hateful, communally sensitive, or that threatens public order or national security;
- run SIM-box, grey-route, call-back or any routing that bypasses lawful interconnection or national/international long-distance rules;
- resell, share or sub-allocate numbers, trunks or accounts without our written approval and the Carrier's permission;
- transmit malware, attack our systems or others', or test vulnerabilities without written permission;
- record calls where recording is not lawful, or use recordings beyond the purpose disclosed to the caller.
3. AI voice agents and automated calls
- Tell people at the start of an automated or AI call that it is automated, and give a way to reach a human or stop further calls.
- Do not let an AI agent claim to be a human, a government official, or a representative of another company.
- You remain responsible for every statement an AI agent makes on your behalf. Review prompts, scripts and knowledge sources before going live.
4. Monitoring and enforcement
To protect recipients, Carriers and our network, Agile may monitor traffic patterns, complaint data and content samples, and may act without prior notice:
- Warning — for a first, minor issue that is corrected immediately.
- Suspension of the campaign, number, header or account — on any complaint, Carrier alert, abnormal traffic, or suspected breach. TRAI rules allow Carriers to act on a small number of complaints within a short period, so we act quickly.
- Termination and permanent block — for fraud, spoofing, impersonation, repeated complaints or refusal to cooperate.
- Reporting — to the Carrier, TRAI, DoT (including through Sanchar Saathi / Chakshu), the police or other authorities, with your KYC and records, as the law requires.
No refund or credit is given for suspension or termination caused by a breach. You will bear all penalties, Carrier charges and losses that result (see the indemnity in our Terms).
5. Reporting misuse
If you received a spam or fraud call or message that you believe came through Agile's systems, write to info@agiletechexpert.com with the calling number, your number, date and time, and a short description. You can also report suspected fraud on the government's Sanchar Saathi portal (sancharsaathi.gov.in), call the national cyber-crime helpline 1930, or complain to your telecom operator by calling or sending an SMS to 1909.