DPDP Act Compliance for Voice & IVR Calling
India's Digital Personal Data Protection Act, 2023 applies to how you collect, record, and store customer data through voice calls and IVR. Here's what that means for your call flows.
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India's data protection law, in plain terms
The DPDP Act, 2023 sets out how organizations- referred to as Data Fiduciaries- must handle the personal data of individuals, called Data Principals, in India. Its core themes are widely understood to include clear consent before data collection, collecting only what is needed for a stated purpose, giving individuals rights over their own data, maintaining a grievance redressal mechanism, and notifying relevant parties in the event of a data breach. Any business calling Indian customers- including through a voice line or IVR system- and collecting their personal data in the process falls within the general scope of the Act.
- Requires clear, informed consent before collecting or processing personal data
- Emphasizes data minimization- collect only what is genuinely needed
- Grants individuals rights to access, correct, and request erasure of their data
- Requires a grievance redressal mechanism and breach notification practices
Where DPDP obligations touch your call flows
Call Recording Consent
A clear notice- typically spoken at the start of the call- that the conversation may be recorded, before recording begins.
IVR Data Capture
Explicit handling for personal data captured through DTMF inputs, such as account numbers or order IDs entered on the keypad.
Caller ID & Number Storage
Treat caller phone numbers and identity data as personal data- collect and store only what your call flow genuinely needs.
Data Minimization in Call Flows
Design IVR menus and agent scripts to ask for only the information required to resolve the caller's need.
Secure Storage of Recordings
Call recordings and voicemails captured via IVR should be stored and access-controlled securely, not left open by default.
Vendor & Telephony Platform Agreements
Data-handling terms with any telephony or IVR platform partner processing caller data on your behalf.
A practical checklist for voice & IVR calling
These are general practices that support good data-protection hygiene for voice and IVR calling- not a substitute for your own legal review of the Act.
| Checklist Item | Why It Matters |
|---|---|
| "This call may be recorded" notice | Gives callers notice before a recording begins |
| Documented retention period for recordings | Avoids holding call recordings longer than necessary |
| Secure storage/encryption of recordings | Reduces exposure if storage systems are ever compromised |
| Defined access controls for playback | Limits who can listen to or export a stored recording |
| Breach response plan | A documented process if call data is ever compromised |
| Vendor/telephony platform data-handling agreement | Clarifies responsibilities when a partner processes call data for you |
"This call may be recorded" notice
- Why It Matters
- Gives callers notice before a recording begins
Documented retention period for recordings
- Why It Matters
- Avoids holding call recordings longer than necessary
Secure storage/encryption of recordings
- Why It Matters
- Reduces exposure if storage systems are ever compromised
Defined access controls for playback
- Why It Matters
- Limits who can listen to or export a stored recording
Breach response plan
- Why It Matters
- A documented process if call data is ever compromised
Vendor/telephony platform data-handling agreement
- Why It Matters
- Clarifies responsibilities when a partner processes call data for you
Not sure if your call flows are consent-ready?
Get Click Media reviews your IVR recording notices, DTMF data capture, and recording storage practices against these general good-practice principles.
Compliance-minded call handling, at scale
As a managed voice and IVR platform working with 10,000+ Indian businesses, Get Click Media builds consent notices, data minimization, and secure recording storage into how we set up IVR and call-recording by default- so compliant practice is the default, not an afterthought bolted on later.
Consent tooling and secure recording
support built into your call flows
Get Click Media helps Indian businesses run voice and IVR call flows with consent and data-handling practices built in from day one.
Consent-Ready Call Flows
IVR and agent call flows designed to surface a recording notice before a call is captured, not as an afterthought.
Secure Recording Storage
Call recordings and voicemails captured via IVR are handled under defined security practices, not left unmanaged.
Documentation Support
Templates and guidance to help you maintain the records a compliance-minded business should keep.
Compliance-Aligned IVR Design
Call flows and DTMF data capture designed with consent and data minimization in mind from the outset.
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Questions about DPDP Act & voice/IVR compliance
India's Digital Personal Data Protection Act, 2023 is a law governing how organizations collect, process, and store the personal data of individuals in India, built around principles like consent, purpose limitation, and data minimization.
Yes- if your business records calls, captures DTMF inputs, or stores caller information through a voice or IVR system used by Indian customers, that activity generally falls within the scope of the Act, since you are handling personal data as a business.
You should inform the caller that the call may be recorded- typically through a spoken notice at the start of the call- and keep a documented basis for how and why that recording is retained. See our IVR System flow builder.
Caller ID/phone numbers, DTMF inputs like account or order numbers entered on the keypad, a caller's name, and any account details spoken aloud and captured in a recording can all count as personal data, depending on context.
Under the Act, individuals (Data Principals) generally have rights to access, correct, and request erasure of their personal data, so your business should have a process to handle deletion requests for stored call recordings.
Penalties under the Act can be substantial and scale with the nature and severity of the violation- consult the official Act text or legal counsel for the exact figures applicable to your situation.
No- Get Click Media provides consent-ready call flows, secure recording storage practices, and documentation support to help your voice and IVR setup align with good data-protection practice, but this is not a substitute for your own legal review. Talk to our team.
The DPDP Act governs how you handle personal data captured through a call. Separately, TRAI's telemarketing and DND rules govern whether and how you're permitted to place outbound calls in the first place- the two are different rulebooks that both apply to a voice business. See TRAI voice call regulations.
Run voice & IVR calling with consent built in
Get Click Media sets up consent-ready call flows, secure recording storage, and documentation support for compliant voice calling at scale.