Failure Patterns, Contracts and Official Sources
Official sources for CRM buyers in India: where to check TRAI, DPDP, GST and tax rules
The official portals an Indian small business should use to verify CRM-related rules — TRAI, DoT, MeitY, e-Gazette, CBIC GST, Income Tax, RBI, consumer affairs — and what to look for on each.
The rules that affect a CRM purchase in India are published by a handful of official bodies: TRAI for commercial SMS and calls, DoT for number series and telecom licensing, MeitY and the e-Gazette for the DPDP Act and Rules, CBIC and the GST Council for GST, the Income Tax Department for TDS under the Income-tax Act, 2025, the RBI for payment and foreign-exchange rules, and the Department of Consumer Affairs for e-commerce and consumer rules. Vendor blogs and news reports are useful for spotting changes, but the official text decides. This guide lists where to look and what to check; it is part of why CRM rollouts fail.
Telecom: SMS, calls, DND
| Source | What to check |
|---|---|
| Telecom Regulatory Authority of India (TRAI) | TCCCPR 2018 and amendments (Second Amendment of 12 February 2025; Third Amendment of 18 September 2026), directions on 1600 and 1601 series, consumer pages on UCC and DND, the TRAI DND app |
| Department of Telecommunications (DoT) | National Numbering Plan, number series allocation, OSP guidelines for call centres |
| Your telecom operator's DLT portal | Entity, header, content template and consent template registration; fees; complaint status |
Tips: TRAI regulations have staggered commencement (30, 60 or 90 days after Gazette publication); read the commencement clause, and check the e-Gazette for the publication date. TRAI also publishes explanatory memoranda with each regulation, which explain the intent of each change.
Data protection
| Source | What to check |
|---|---|
| Ministry of Electronics and Information Technology (MeitY) | Digital Personal Data Protection Act, 2023; DPDP Rules, 2025; FAQs; consultations on changes to timelines |
| e-Gazette of India | G.S.R. 846(E) of 13 November 2025 (DPDP Rules) and any later amendment notifications |
| CERT-In | Cyber security directions of April 2022 (incident reporting), advisories |
| India Code | Text of Acts, including the Information Technology Act, 2000 and the DPDP Act |
Key dates to verify: consent manager provisions from 13 November 2026; most business obligations from 13 May 2027 under the original timetable. MeitY consulted in 2026 on shortening the timeline, so look for any amendment.
Tax: GST and TDS
| Source | What to check |
|---|---|
| CBIC GST | Rate notifications for services (SaaS at 18%), reverse charge on import of services, OIDAR rules |
| GST portal | Returns (GSTR-3B for reverse charge), advisories |
| GST Council | Meeting recommendations, e.g. the 57th meeting on e-invoicing of imports of services |
| Income Tax Department | Income-tax Act, 2025 (in force from 1 April 2026), section 393 TDS tables, section mapping from the 1961 Act |
| e-Filing portal | TDS returns, certificates |
Payments and foreign exchange
| Source | What to check |
|---|---|
| Reserve Bank of India | Payment system data storage directive (applies to payment system operators), card-on-file tokenisation, reference exchange rates |
Consumer and e-commerce rules
| Source | What to check |
|---|---|
| Department of Consumer Affairs | Consumer Protection (E-Commerce) Rules, 2020; CCPA guidelines on dark patterns (2023) |
| National Consumer Helpline | How consumers complain (relevant if you sell to consumers) |
Vendor and platform sources (not government)
| Source | What to check |
|---|---|
| Each CRM vendor's own price page and terms | Current prices with date, tiers, add-ons, renewal and export clauses |
| WhatsApp Business Platform pricing (Meta for Developers) | Per-message pricing, categories, India rate card, INR billing deadline of 31 December 2026 |
| Tally Solutions | TallyPrime integration capabilities |
Save a dated copy or screenshot of any vendor price page you rely on, because prices change without notice. Every price on this site is illustrative; see the comparison of CRM types and the 3-year TCO example.
How to read a regulation quickly
- Title and number, e.g. "(Third Amendment) Regulations, 2026 (05 of 2026)".
- Commencement clause: which provisions apply when.
- Definitions that changed (consent, service message, relationship).
- Obligations on senders (that is you) versus operators.
- Explanatory memorandum for intent.
- Then check your CRM setup against each obligation, using the selection checklist.
When to consult a professional
- Large promotional calling or SMS programmes, or sectors such as lending, insurance or healthcare with extra rules: a telecom or regulatory lawyer.
- DPDP readiness for large customer databases or sensitive data: a data protection lawyer.
- TDS on foreign SaaS payments, reverse charge and credits: a chartered accountant.
- Contracts above a few lakh rupees a year or with multi-year commitments: a lawyer to review the order form and DPA.
FAQ
Are TRAI rules the same as the DPDP Act?
No. TRAI's rules govern commercial communication over telecom networks; the DPDP Act governs personal data generally. TRAI's 2026 amendment says compliance with its rules does not exempt you from the DPDP Act. You need both.
Where do I find the exact date a regulation took effect?
In the regulation's commencement clause, counted from its Gazette publication date. Check the e-Gazette for that date.
Can I rely on a vendor's compliance page?
Use it to understand the product's features, but verify the rule at the official source and keep responsibility for your own sending and data.
Sources
- Telecom Regulatory Authority of India — telecom commercial communication rules
- Ministry of Electronics and Information Technology — DPDP framework
- e-Gazette of India — official notifications
- CBIC GST — GST law and notifications
- Income Tax Department — Income-tax Act, 2025
