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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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.
A clear notice- typically spoken at the start of the call- that the conversation may be recorded, before recording begins.
Explicit handling for personal data captured through DTMF inputs, such as account numbers or order IDs entered on the keypad.
Treat caller phone numbers and identity data as personal data- collect and store only what your call flow genuinely needs.
Design IVR menus and agent scripts to ask for only the information required to resolve the caller's need.
Call recordings and voicemails captured via IVR should be stored and access-controlled securely, not left open by default.
Data-handling terms with any telephony or IVR platform partner processing caller data on your behalf.
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
Documented retention period for recordings
Secure storage/encryption of recordings
Defined access controls for playback
Breach response plan
Vendor/telephony platform data-handling agreement
Get Click Media reviews your IVR recording notices, DTMF data capture, and recording storage practices against these general good-practice principles.
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.
Get Click Media helps Indian businesses run voice and IVR call flows with consent and data-handling practices built in from day one.
IVR and agent call flows designed to surface a recording notice before a call is captured, not as an afterthought.
Call recordings and voicemails captured via IVR are handled under defined security practices, not left unmanaged.
Templates and guidance to help you maintain the records a compliance-minded business should keep.
Call flows and DTMF data capture designed with consent and data minimization in mind from the outset.
Big or small, we power communication for all- talk to us today.
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.
Get Click Media sets up consent-ready call flows, secure recording storage, and documentation support for compliant voice calling at scale.
