Telecom Regulatory Authority of India (Trai) permits banks to use 1600-series numbers for two-way communication

Key facts

• The Telecom Regulatory Authority of India (Trai) has allowed banks and other financial entities to use 1600-series numbers for two-way communication with customers.
• Customers can call back on a 1600-series number if they miss a call from their bank or need information or clarification.
• Banks may use other numbers to reach customers if unable to connect through a 1600 number, including when the customer has blocked the number or does not answer.
• The 1600 series is designated for service and transactional calls from banks and regulated financial entities, while the 140 series is for promotional communications.
• Trai has barred third-party caller-identification applications from tagging 1600-series numbers as spam, though customers may still block such calls at the device level.
• Blocking of 1600-series numbers is particularly common in loan recovery calls, and banks with the Indian Banks' Association (IBA) are running outreach programmes to create awareness about the series.