Governance · For Retailers & Brands

Compliance & Consent

Proof of what was said at the counter.

What is compliance & consent?

Compliance and consent is the capture of in-store sales conversations with the customer's explicit consent under India's DPDP Act, so that mandatory disclosures and stated terms are on the record, disputes are settled by the transcript, and the programme itself is demonstrably lawful.

Also searched as: DPDP compliance retail, disclosure compliance monitoring, consent-first recording. Part of the Compliance & Consent use case.

On regulated sales, finance, warranty, insurance, telecom, what is said at the counter carries risk, and until now it left no record. Compliance & Consent gives you one: evidence that consent was taken and that every required disclosure was made, for every conversation, so a complaint is answered with what was said rather than with two people's memory of it.

The blind spot

A compliance policy for the counter is trained once and then assumed. Whether the finance disclosure was read, the warranty terms explained, or the consent line spoken is discovered only when a complaint arrives, and at that point the brand's position is the advisor's memory against the customer's.

India's Digital Personal Data Protection Act adds a second exposure. A retailer that collects customer data on the floor is a Data Fiduciary and needs to show notice, consent, purpose and retention. Most floor processes can show none of the four.

What changes

Consent comes first, on the customer's own phone or in their own voice, before anything is captured. Decline is one tap and nothing starts.
The disclosure line stops being a policy and becomes something that is either evidenced or flagged, every time.
A pattern of misses reaches the compliance owner as a pattern, not as a complaint.
The record is designed to be minimal. Audio does not outlive its usefulness. Customers are anonymous everywhere but to the person who served them.

What you will know

For every conversation: whether consent was taken, how, and when.
Which required disclosures are being made, where, and which are quietly slipping.
The stores and advisors where a gap is becoming a habit, before it becomes an incident.
Exactly what was said, when a query arrives that needs an answer.

On the floor

A retailer selling appliances on consumer finance finds a required interest-rate disclosure made consistently in most stores and inconsistently in three, where advisors go straight to the monthly figure. The compliance owner sees the pattern, not a complaint. Training is reinforced with one message, compliance before the sale, and the gap closes in two weeks. When a mis-selling query arrives a month later, the answer is what was actually said.

Questions this answers

Is consent being taken, and are your warranty and finance disclosures actually made at the counter?
If a mis-selling complaint landed tomorrow, could you show what was said?

Frequently asked questions

Is recording customers in a store legal in India?

Yes, with notice and consent for a stated purpose under the DPDP Act. Borentis is built around that order of events: consent before capture, a purpose the customer agreed to, retention you decide, and a record that is minimal by design.

What if the customer says no?

Nothing starts, and nothing is held against the advisor for it. A customer's no is the simplest thing in the system.

Who is responsible for the data?

You are the Data Fiduciary and set purpose and retention. Borentis acts on your instructions under a data processing agreement, and can produce what a review would ask for.