Compliance & Consent
Proof of what was said at the counter, and a consent trail built for the DPDP Act, for every conversation.
In telecom plans, finance and EMI terms, insurance add-ons and warranty conditions, the conversation itself is the compliance event. Until it is captured there is no record of it, only a signed form and the advisor's memory. Compliance and consent means every regulated conversation carries its own proof: the customer's consent to be recorded, the disclosures as they were said, the terms stated, and retention that follows a written policy.
Also searched as: DPDP compliance retail, sales disclosure recording, mis-selling prevention retail, consent to record customer conversations India.
The problem today
- A signature proves the customer signed, not that the lock-in, the processing fee or the exclusion was explained.
- Disputes are one person's word against another's, and regulators increasingly expect the disclosure to have happened.
- Recording customers without a proper consent design creates a second compliance problem under the DPDP Act.
- Compliance teams sample paper because there is nothing else to sample.
What changes with Borentis
- Consent before anything is recorded, refusal in one tap, and the method and time kept for every conversation.
- The advisor's disclosure line as a scored step, so every conversation shows whether it was said.
- Audio deleted after transcription, transcripts retained on a stated schedule, customers anonymous in every report.
- Disclosure rates by store, so the gap is coached before a complaint arrives.
On the floor
A telecom store faces a complaint that a customer was not told about a plan's lock-in. The captured conversation shows the advisor stating it and the customer acknowledging. The complaint closes in a day. The same week's report shows one store missing the disclosure in a third of conversations, and that store is coached before its complaint arrives.
Products that deliver it
Where Borentis applies this
- Compliance & Consent: Proof of what was said at the counter.
- Playbook Adherence: Your playbook, finally observed.
- Execution Scorecards: See the floor before the P&L does.
Frequently asked questions
Is a recorded conversation admissible in a consumer dispute?
A consented recording with a clear record of consent is generally strong evidence. Confirm the position for your category with counsel; this page is not legal advice.
Does this protect advisors too?
Yes. Most mis-selling complaints concern conversations that were handled correctly. The record proves it.
Who is the data fiduciary?
The retailer or brand that decides to record and why. Borentis is the processor, bound by contract, and provides the records the fiduciary needs to demonstrate compliance.
Read next
- How to prevent mis-selling with disclosure records
- Is recording customers legal in India?
- DPDP consent notice template for stores
- Free DPDP consent notice generator
See it on your own floor. A pilot starts with a handful of stores, your playbook written as steps, and a first scorecard inside the first week of capture.