In supersession of the earlier letter dated December 16, 2020, the Department of Telecommunications (DoT) has issued fresh instructions to ensure telecom services are accessible and inclusive for Persons with Disabilities (PwDs). This follows the directions of the Hon’ble Supreme Court in two writ petitions (WP(C) 289/2024 and WP(C) 49/2025) where the need for an inclusive KYC process for PwDs was strongly emphasized.

Details of Changes:

1. Inclusive Choice of KYC Methods:
   All PwD customers must be clearly informed about the available KYC options—e-KYC, digital KYC (D-KYC), self-KYC, and paper-based KYC. The choice must be voluntary, and no service denial is permitted due to the PwD customer’s preferred method or disability-related constraints.
2. Adaptations in Digital Verification:
   If the PwD chooses e-KYC, D-KYC, or self-KYC, the live photo/video liveness detection should not rely solely on eye-blinking. Licensees must adopt alternative mechanisms suitable for different types of disabilities. Additionally, the PoS must capture the photograph of the PwD certificate as part of the verification.
3. Paper-Based KYC as a Valid and Accessible Option:
   PwDs opting for paper-based KYC must be facilitated with such access, and the process should allow attaching a copy of the PwD certificate to the Customer Acquisition Form (CAF).
4. Changes in CAF and Database:
   Two new mandatory fields are to be inserted in the CAF and subscriber database:
   • 1A: Persons with Disability (PwD) – Yes/No
   • 1B: Disability Type & Percentage
5. Appointment of Designated Officer:
   Every licensee must appoint a dedicated officer responsible for handling PwD-related service and KYC issues. If a PoS faces any challenge in enrolling a PwD, the officer must be notified with relevant details and is expected to take prompt and inclusive action. The system must be updated to prevent recurrence of similar issues.
6. Override for System Rejections:
   In cases where the automated systems reject a PwD’s KYC, the designated officer may review and approve enrolment after recording reasons in writing on the CAF.
7. Grievance Redressal Mechanism for Accessibility:
   A dedicated grievance redressal system must be established to address PwD accessibility issues during the KYC process and in post-service delivery.
8. Dedicated PwD Helpline:
   A special helpline or desk within the customer support system must be created, staffed with trained personnel familiar with assistive technologies. Calls from PwD subscribers should be auto-routed to this dedicated desk for tailored assistance.
9. Awareness and Sensitisation Training:
   Regular disability awareness and training programmes must be conducted for PoS staff, designated officers, and any other relevant personnel to sensitise them to the challenges faced by PwDs.
10. Mandatory Compliance Reporting:
    Telecom licensees are required to submit accessibility compliance reports twice a year—on January 1 and July 1—through the Saral Sanchar portal, certified by an authorised signatory. The first report is due on January 1, 2026, and a format is provided in Annexure-I.