---
title: "My broadband or mobile provider's data seems to feed spam calls"
description: "Right after a new connection or plan change, spam calls start quoting it. Your rights, how to fight it step by step, and what to do if it is fake."
url: "https://dpdpr.in/rights/scenarios/provider-data-feeds-spam/"
canonical: "https://dpdpr.in/rights/scenarios/provider-data-feeds-spam/"
site: "dpdpr.in"
updated: "2026-11-02"
disclaimer: "Independent reference, not legal advice. Not affiliated with the Government of India or MeitY."
---

# My broadband or mobile provider's data seems to feed spam calls

Plain-language help for ordinary people. General information, not legal advice. Helplines, portals and screen names were checked against official Government and regulator pages on 1 November 2026. Portals change: if a screen looks different, follow the words on the screen and the official guide linked in each step.

"Two days after my broadband was installed, I got calls about 'upgrading my plan' from numbers that are not the provider."

The situation in a citizen's own words, paraphrased from public reports. No names or personal details.

Your provider must keep subscriber information confidential, including from people working for it. Report the spam, then ask the provider in writing whether its agents or partners shared your details.

**Safety first.** Threatened or in danger: call **181** (women) or go to the nearest police station. Lost money: call **1930** at once.

## Your rights

- **Right to confidentiality of your subscriber data.** The Unified Licence (clause 37) requires telecom companies to protect it, including against disclosure by people acting for them such as retailers.
- **Right to a docket number and a free appeal.** TRAI's Complaint Redressal Regulations, 2012: a docket by SMS, then the company's Appellate Authority.
- **Right to see and cut off SIMs in your name** on Sanchar Saathi.
- **Right to compensation for deficiency in service.** Under the Consumer Protection Act, 2019 you can claim compensation before a Consumer Commission. File within 2 years.
- **Right to police help.** The police must take your complaint about threats, stalking or harassment. You can also report online at cybercrime.gov.in.
- **DPDP rights from 13 May 2027.** You can ask what data the company holds and who it shared it with (section 11), ask for correction or erasure (section 12), and complain to the company, then to the Data Protection Board (sections 13 and 27). The company answers for its processors (section 8(1)).

## How to fight it, step by step

One action per step. Each step says what to write, what to attach, what you get back, and how long to wait before the next step. If the person turns out to be fake, skip to [If it is fake](#fake).

1. **Save the evidence before you block or delete anything.**
What to write: A short note with the date, time, number used, and exactly what was said or what details they knew.
What to attach: Screenshots of the call log, SMS, WhatsApp chats (with the number visible), and any payment screen.
What you get back: A record that cannot later be denied.
How long to wait: Do this the same day.
2. **Check and report unknown SIMs on Sanchar Saathi (Know Mobile Connections in Your Name).**
What to write: Mark each unknown number as Not my number.
What to attach: Nothing.
What you get back: A request ID for each number.
How long to wait: Track with the request ID.
3. **Complain to the telecom company (198 or its app).**
What to write: Letter 2 below, briefly.
What to attach: Screenshots.
What you get back: A docket number by SMS.
How long to wait: The time in the SMS, or 3 days.
4. **Appeal to the company's Appellate Authority.**
What to write: Your docket number and what you want.
What to attach: The docket SMS and evidence.
What you get back: An appeal number within 3 days.
How long to wait: About 25 days for a written order (15 plus 10).
5. **Complain to the Department of Telecommunications on pgportal.gov.in (CPGRAMS).**
What to write: Licence breach: subscriber data disclosed, with your docket and appeal numbers.
What to attach: All replies.
What you get back: A registration number.
How long to wait: 21 days per the CPGRAMS FAQ.
6. **File a police complaint, or ask for an FIR.**
What to write: A signed complaint to the officer in charge of your local police station, or online at cybercrime.gov.in. Say what happened, when, the numbers used, and that a SIM was issued on your documents or your subscriber data was disclosed (IT Act sections 66C, 72A).
What to attach: Printouts of your screenshots and a copy on a pen drive. Your ID proof.
What you get back: An FIR copy, or at least a written acknowledgement of your complaint. Online, you get an acknowledgement number.
How long to wait: Do this at once if you feel unsafe. Do not wait for the company.
7. **Call the National Consumer Helpline on 1915, or file on consumerhelpline.gov.in.**
What to write: The company's name, your complaint number with it, what went wrong, and what you want (for example: action against the person, written confirmation, compensation).
What to attach: Your complaint, the company's replies, and screenshots.
What you get back: A docket number. The helpline takes your complaint up with the company. It is free and comes before a court case.
How long to wait: Give it a few weeks. If nothing changes, go to the Consumer Commission.
8. **Get a lawyer if the stakes are high.**
What to write: Nothing yet. Take your full file to the lawyer.
What to attach: All of the above.
What you get back: Advice on a legal notice, a claim before your State's IT Adjudicating Officer, or a civil suit for damages.
How long to wait: Before you send any legal notice or file a suit. This page is not legal advice.

## What people tried and what worked

- People complained to the provider and its nodal officer, then used the TRAI route.
- The reports we read did not say what worked.

Based on reports on public forums. Paraphrased, with no usernames or personal details. What worked for one person may not work for you; the numbered steps above are the official route.

**Not legal advice.** This page explains the rules in plain words so you can act. Consult a lawyer before you sue anyone or send a legal notice. Laws and portals change; check the linked official source.

## Step 1: stay safe and find out who it is

1. Do not share an OTP, PIN, password or card number.
2. Ask for their name, company, role and ID. Write it down.
3. Hang up and call the company on a number you find yourself, on its official website or app.
4. Ask whether this person works for the company or a partner. Ask for a written answer (Letter 1 below).

## If it is genuine: hold the company accountable

### Which rules this may break

- **Unified Licence, clause 37:** the licensee must safeguard the privacy and confidentiality of subscriber information, and anyone acting on its behalf must not divulge it except as needed to give service.
- **TRAI Complaint Redressal Regulations, 2012:** docket number by SMS, a resolution time, and an Appellate Authority.
- **IT Act section 72A:** a staff member or retailer who discloses your information in breach of contract to cause wrongful loss or gain commits a crime.
- **IT Act section 66C (identity theft) and 66D (cheating by impersonation):** for SIMs issued on your documents.

### What the company must do, and by when

- Give you a docket number by SMS with a resolution time.
- Block any SIM issued without your consent.
- Investigate the retailer or staff member and act under its contract with them.
- Answer your appeal: the Appellate Authority decides by a written order (an Advisory Committee advises within 15 days, then the decision comes within 10 days).
- From 13 May 2027: tell you who your data was shared with (DPDP section 11).

### Letter 1: ask them to confirm who the caller is

Send it through the official channel. Keep a copy and the acknowledgement.

To: The Grievance Officer, \[Telecom company name\] Subject: Please confirm whether this person works for you Dear Sir or Madam, I am your customer. My mobile number: \[number\]. On \[date\] at \[time\] I received a call or message from \[phone number\]. This is not an official number. The person said they were \[name\], \[role or employee ID\], from the telecom company. They knew my \[list the details they knew\]. Please confirm in writing within 7 days: 1. Whether this person is your employee, agent, retailer, distributor, franchise or partner. 2. If yes, their name, role and the agency they work for. 3. Whether you allow staff or agents to contact customers from personal numbers. 4. If they are not connected with you, please say so, so I can report the number. Name: Registered mobile number: Date:

### Letter 2: ask how your data got there

To: The Grievance Officer, \[Telecom company name\] Subject: How did my personal data reach a personal phone? Complaint number \[if any\] Dear Sir or Madam, On \[date\] a person connected with you, \[name if known\], contacted me from a personal number \[number\] and knew my \[details\]. \[Describe what they did.\] Please tell me in writing: 1. What personal data about me this person could see, and through which system or app. 2. Whether you shared my data with any agency, retailer, distributor, franchise, partner or processor, and their names. 3. How my data reached a personal phone or account outside your official systems. 4. What action you have taken against the person or agency, including suspension while you investigate. 5. What you have done to stop this happening again. 6. Whether a SIM was issued on my documents by any retailer, with the retailer's name and the date. Under the Unified Licence (clause 37), the licensee must protect the privacy and confidentiality of subscriber information, and must ensure that people acting on its behalf do not disclose it. From 13 May 2027, sections 8 and 11 of the Digital Personal Data Protection Act, 2023 also apply. Please reply within the time in your docket SMS, or 3 days where no time is set. If I do not hear from you, I will escalate to your Appellate Authority, the Department of Telecommunications and the police. Name: Registered mobile number: Date:

### Evidence to keep

- Screenshots of calls and messages with numbers, dates and times.
- Order, booking, policy or account numbers.
- Your complaint numbers and the company's replies.
- A note of what the caller knew or did.

More in the [evidence checklist](https://dpdpr.in/rights/evidence-checklist/).

### Can you sue? What realistically happens

- **Consumer Commission:** the most practical route for compensation. Cheap, no lawyer needed, file within 2 years.
- **IT Act section 43A (until 13 May 2027):** if the company was negligent with *sensitive* personal data (passwords, bank or card details, health records, biometrics) and that caused wrongful loss or gain, it must pay compensation. Claims up to Rs 5 crore go to your State's IT Secretary acting as Adjudicating Officer (section 46); larger claims go to a court. Appeal within 45 days (section 57). Your phone number and address alone are not sensitive data under the 2011 Rules.
- **Civil suit for damages:** possible, but slow and costly. Section 61 of the IT Act bars civil courts from matters the Adjudicating Officer can decide.
- **Police:** only where there is a crime, for example a person who disclosed your information in breach of a contract to cause wrongful loss or gain (IT Act section 72A, up to 3 years), identity theft (66C), cheating by impersonation (66D), stalking or threats.
- **Realistic outcome:** most people get results from a firm written complaint and the regulator or ombudsman. Courts take years. Consult a lawyer before suing.

### From 13 May 2027: the Data Protection Board

From **13 May 2027** the DPDP Act's duties apply. The company is responsible for processing done by it or by anyone processing on its behalf (section 8(1)), may use a processor only under a valid contract (section 8(2)), must protect your data with reasonable security safeguards (section 8(5)), and must tell you and the Board about a breach (section 8(6)). It may use your data only for the lawful purpose you agreed to (sections 4 to 6). Section 44(2) removes IT Act section 43A from that date. Complain to the company first; if it does not resolve it, complain to the Data Protection Board. The Board can impose penalties up to Rs 250 crore, but **penalties go to the Government (the Consolidated Fund of India, section 34), not to you**. For money, use the ombudsman or the Consumer Commission. Appeals from the Board go to TDSAT within 60 days (section 29).

## If it is fake: urgent steps

1. If anyone asks for an OTP, PIN or payment, stop. It may be fraud.
2. Call 1930 if money was lost, then file on cybercrime.gov.in.
3. Report the number on Chakshu (Sanchar Saathi).

Step by step guides:

Complain about a marketing call or SMS on Chakshu (within 7 days)

### Complain about a marketing call or SMS on Chakshu (within 7 days)

Use this for unwanted marketing (spam) that is not a fraud. A complaint made within 7 days of the call or SMS is a valid complaint and the telecom company must act on it. After 7 days it only counts as a report.

**Keep this ready before you start:**

- A screenshot of the call log or SMS.
- The number or header (for example AB-XYZBNK-P) that sent it.
- Date and time (within the last 7 days).
- Your mobile number, your telecom company, your State and telecom circle.

1. Open [sancharsaathi.gov.in/sfc](https://sancharsaathi.gov.in/sfc/) or the Sanchar Saathi app.
2. Under **Report Spam (UCC)**, click **Proceed**.
3. Choose the medium: **Call** or **SMS**.
4. Choose the category, for example Banking/insurance/financial products/credit cards, Real Estate, Education or Health.
5. Attach the screenshot.
6. Type the sending number or header. (If the number is international, the form sends you to the fraud section instead.)
7. Enter the date and time.
8. Write the details in at least 10 characters. Add any numbers or links in the message.
9. Enter your number. Choose your telecom company (Airtel, BSNL, RJIL, TATA or Vodafone Idea), your State and your circle.
10. Type the captcha, verify your number with OTP, tick the declaration, click **Preview**, then **Submit**.
11. Save the complaint ID you are given.
12. Track it on your telecom company's page. Sanchar Saathi lists these: Airtel airtel.in/track-request, BSNL ucc-bsnl.co.in/customers, Jio jio.com/track\_sr\_status, Vi through the Vi app.

Checked on 1 November 2026 against: [Chakshu: report suspected fraud or spam (Sanchar Saathi)](https://sancharsaathi.gov.in/sfc/), [Sanchar Saathi portal and FAQ (Department of Telecommunications)](https://sancharsaathi.gov.in/), [TRAI: TCCCPR (Second Amendment) Regulations, 2025 (complaint within 7 days)](https://trai.gov.in/sites/default/files/2025-02/Regulation_12022025.pdf).

Complain to your telecom or internet company, then appeal

### Complain to your telecom or internet company, then appeal

TRAI's Telecom Consumers Complaint Redressal Regulations, 2012 give every mobile and internet customer a two step route inside the company: the complaint centre, then the Appellate Authority. Both are free. TRAI itself does not decide individual complaints.

**Keep this ready before you start:**

- Your mobile or account number.
- Dates and times of the problem.
- Bills, recharge receipts or screenshots.
- Any earlier docket numbers.

1. Call your company's consumer care number (for many operators this is 198 for complaints; it is printed on your bill and in the app), or use the company's app or website.
2. Explain the problem in one or two sentences.
3. Ask for the **docket number**. The company must send it to you by SMS with the date, time and the time it will take to fix.
4. Save that SMS.
5. Wait for the time given. If the regulations give no specific time for your issue, the limit is 3 days.
6. If it is not fixed, or you get no reply, appeal to the company's **Appellate Authority**. Find its name and address on the company's website, or through TRAI's grievance page.
7. Send the appeal by email, post, courier or in person, or through the consumer care number. Quote your docket number. Say what you want done.
8. Send it within 30 days after the time limit ran out. The Appellate Authority may accept it up to 3 months late if you show a good reason.
9. You should get a unique appeal number by SMS or email within 3 days.
10. Under the regulations, an Advisory Committee gives advice within 15 days, and the Appellate Authority then decides within 10 days by a written order.
11. If you are still not satisfied, go to the National Consumer Helpline (below), or file on the Government grievance portal CPGRAMS at [pgportal.gov.in](https://pgportal.gov.in).

Checked on 1 November 2026 against: [TRAI: Telecom Consumers Complaint Redressal Regulations, 2012](https://trai.gov.in/sites/default/files/2024-09/CA_05012012.pdf), [TRAI: grievance redressal mechanism (complaint centres and appellate authorities)](https://trai.gov.in/consumer-info/telecom/grievance-redressal-mechanism), [CPGRAMS: Centralised Public Grievance Redress and Monitoring System](https://pgportal.gov.in/).

## Related guides

- [\*\*Mobile phone companies\*\*Airtel, Jio, Vi, BSNL and others: SIM fraud, KYC misuse, billing, porting and complaints.](https://dpdpr.in/rights/mobile-telecom/)
- [\*\*Internet and broadband providers\*\*Home broadband, fibre and Wi-Fi providers: your rights, evidence and how to complain.](https://dpdpr.in/rights/isp-broadband/)
- [\*\*Spam calls, SMS and telemarketing\*\*Block marketing, complain within 7 days, and report fraud calls on Chakshu.](https://dpdpr.in/rights/spam-calls-sms/)

See also [when a platform shares your data with a third party](https://dpdpr.in/rights/platforms-and-third-parties/) and the [escalation ladder](https://dpdpr.in/rights/escalation-ladder/).

## Official sources

Checked on 1 November 2026. Company pages are labelled as the company's own words.

- [Department of Telecommunications: Unified Licence Agreement](https://www.eservices.dot.gov.in/sites/default/files/2024-11/Unified_License_Agreement.pdf)
- [TRAI: Telecom Consumers Complaint Redressal Regulations, 2012](https://trai.gov.in/sites/default/files/2024-09/CA_05012012.pdf)
- [TRAI: grievance redressal mechanism (complaint centres and appellate authorities)](https://trai.gov.in/consumer-info/telecom/grievance-redressal-mechanism)
- [Sanchar Saathi portal and FAQ (Department of Telecommunications)](https://sancharsaathi.gov.in/)
- [Know Mobile Connections In Your Name (Sanchar Saathi)](https://tafcop.sancharsaathi.gov.in/)
- [CPGRAMS: Centralised Public Grievance Redress and Monitoring System](https://pgportal.gov.in/)
- [Information Technology Act, 2000, updated text (India Code)](https://www.indiacode.nic.in/bitstream/123456789/13116/1/it_act_2000_updated.pdf)
- [Digital Personal Data Protection Act, 2023 (MeitY copy of the Gazette)](https://www.meity.gov.in/static/uploads/2024/02/Digital-Personal-Data-Protection-Act-2023.pdf)