The banking sector in India is set to introduce new national calling numbers. As part of this change, the current 1600xx series used by banks for outgoing calls will be phased out.
Customers will receive several benefits from this update, primarily improved security and better communication with banks.
The aim is to prevent fraud calls and make it easier for customers to confirm whether a call is genuinely from their bank.
Current Situation
At present, banks use outbound numbers from the 1600xx series to call customers, but these numbers do not allow for incoming calls.
This means customers cannot return calls to these numbers, which limits communication between customers and banks.
Proposed Changes
Under the new proposal, each bank will receive a unique national calling number in the 1600xx series that will support two-way communication.
This means customers will be able to call the bank, and banks can also reach out to customers.
According to a bank official, having a national number for each bank with the ability for incoming calls will enhance both customer security and service quality.
Progress So Far
Banks have already discussed the proposal with the Reserve Bank of India (RBI) and the Telecom Regulatory Authority of India (TRAI). The banking sector is hopeful that a final decision will be made soon.
Concerns About Recovery Agents
Banks have also raised concerns regarding third-party debt recovery agents.
Since many banks outsource debt collection, there is uncertainty over whether these agents will also be required to use the new 1600xx numbers.
Banks have requested clear guidelines from RBI and TRAI on this matter.
Additionally, they are seeking some flexibility for customers who have already agreed to receive calls from recovery agents.
