What is Telemarketing

The business of selling products or services by making

unsolicited telephone calls to potential customers.
It is method of direct marketing in which a salesperson
solicits to prospective customer to buy products or
services, either over the phone or though a subsequent
face tot face or web conferencing appointment
scheduled during the call.
Telemarketing can also include recoded sales pitches
programmed to be played over the phone via automatic
dialing. Telemarketing ahs come under fire in recent
years being viewed as an annoyance by many.
Legal Framework of Telemarketing in India

Consumer Protection Act of 1986

National Consumer Disputes Redressal Commission
Department of Consumer Affairs
Reserve Bank of India
Information Technology Act 2000
TRAI Regulations
Consumer Protection Act 1986

Objectives Of the Act

The Consumer Protection Act, 1986 seeks to provide
for better protection of the interests of consumers. This
Act seeks, inter alia, to promote and protect the basic
rights of consumers.
Rights Of Consumers
Right of Protection to Life and Property
Right to be informed
Right to Heard
Right to Redress
Right to Education
National Consumer Disputes Redressal Commission

 Adoption of uniform  procedures in the hearing of the

matters/dispute resolution; 
Provision of copies of documents produced by one
party to the opposite parties; 
Speedy granting of copies of documents; and 
Generally overseeing the functioning of the State
Commissions or the District Forums to ensure that the
objects and purposes of the Act are best served
without  in any way interfering with their quasi-
judicial freedom. 
Department of Consumer Affairs
 Comes under Ministry of Food and Public distribution
 Cabinet Minister : Sh. Sharad Pawar
 Responsible for the
 Right to Safety, Right to be Informed, Right to Choose, Right to Consumer Education
 Formulation of policies for Consumer Cooperatives
 Monitoring Price, Availability of essential commodities
 Consumer Movement in the country and
 Controlling of statutory bodies like :
 BIS (Bureau of Indian Standards)
 NCCF (National Cooperative Consumers’ Federation of India Limited )
 Quality goods at reasonable prices
 Correct weight & measurement
 Timely execution of orders
 Regular availability of goods
Department of Consumer Affairs(Cont….)
 ConfoNet (Computerization & Computer Networking of Consumer Forums in Country)
E- Governance
Efficiency
Transparency and Systematizing of working
Handel time bound delivery of justice to the consumers.

 FMC(Forward Markets Commission)

 Amended Guidelines on the Equity Structure
 Amended Guidelines for Recognition to New Commodity
Exchange
 NCDRC(National Consumer Disputes  Redressal Commission)
Protects rights of the consumers.
Forums for speedy resolution of consumer disputes.
Information Technology Act 2000

Establishing a self regulation framework

Maintenance of reasonable security practices and
procedures
Articulation “ sensitive personal data o information”.
Data protection.
Providing criminal prosecution
Reserve Bank of India

National Do Not Call Registry

Guidelines for Telemarketer
Cover insurance telesales
PROCEDURE FOR REGISTRATION OF
TELEMARKETER
  Applicant shall approach the access service provider for getting
the provisional registration for Telemarketing along with the
application form (TM-1).
  Acknowledgement for the application shall be issued by the
service provider which shall be treated as provisional registration
for the Telemarketer for a period of three months. The
provisional registration will authorize the Telemarketer to do
Telemarketing activities during this period unless otherwise
directed/instructed by the DOT/service provider.
  Subsequently, a registration to the Telemarketer, valid for ten
years, shall be issued by DOT.
  Telemarketer shall make arrangements to get the calling list
scrubbed by National Do Not Call (NDNC) Registry of NIC as
per procedure laid down for the purpose.
  Telemarketer shall be responsible for arranging resources for
data connectivity to NDNC/Clients remote locations.
TRAI Regulations
Scope of Telemarketing
Marketing is truly in change
Decline in the cost of telecommunication
Huge employment opportunity
Rapid growth
Tele marketing results in
Quality services
Customized services
Customer satisfaction
Economical
It can be done at home
Limitations
High acquisition cost per sale
Telemarketing has become a nuisance to many customers
Telemarketing has a negative image
conclusion