Anti-spam prefixes: one year after the implementation of the rule, Subtel has received almost 1,000 complaints

A year after its implementation, Chile’s Subsecretaría de Telecomunicaciones (Subtel) has received nearly 1,000 complaints related to its new anti-spam prefix regulation. The policy, introduced in mid-August 2025, requires commercial calls, both desired and unwanted, to be identified by specific prefixes: 600 for requested services and 809 for unsolicited messages, commonly known as spam. This measure was part of broader efforts to improve transparency and consumer protection in telecommunications. The regulation initially faced challenges as businesses adapted to the new rules. In late 2025, the Subtel administration, led by Subsecretary Romina Garrido, announced adjustments to clarify the usage of the 600 prefix. It stated that this number should be reserved exclusively for customer-initiated calls involving information or support, excluding sales activities. Meanwhile, the 809 prefix remained in place for spam calls. Additionally, in early 2026, the government introduced a third prefix, 702, intended for mass calls from public institutions such as ministries, municipalities, and hospitals. The regulation came under legal scrutiny, leading to changes that excluded financial retailers from using the prefixes. Subtel clarified that certain communications, such as one-on-one calls that are neither mass nor automated, do not require the use of these prefixes. These exceptions were outlined to ensure the system did not overly burden non-commercial interactions. Since the policy took effect, Subtel has recorded a total of 925 complaints submitted through its Office of Consumer Protection (OIRS) and online platform. The data shows a pattern of complaint activity over time. The initial surge occurred in October 2025, with complaints accounting for just over 10% of the total, reflecting the early phase of adaptation by both citizens and companies. A second spike happened in June 2026, aligning with the public release of updates to the prefix regulations. However, since July, the volume of complaints has steadily declined, which Subtel attributes to the effectiveness of informational campaigns aimed at educating the public. The main issues cited in the complaints include violations of the requirement to use prefixes, problems with mass or automated calls lacking clear identification, and continued instances of unwanted commercial contacts. These concerns highlight ongoing challenges in enforcing the regulation consistently across all sectors. Some businesses reportedly struggled with compliance, particularly during the transition period, while others found the system cumbersome or unnecessary for their operations. Subtel has maintained that the feedback has been instrumental in refining the policy. The agency emphasized the importance of maintaining open channels for citizen reporting, ensuring that the system remains responsive to evolving needs. It also noted that the reduction in complaints suggests growing familiarity with the new framework among users and service providers alike. Looking ahead, Subtel plans to continue monitoring the impact of the regulation and may introduce further refinements based on ongoing feedback. The introduction of the 702 prefix in March 2027 is expected to add another layer of complexity, requiring additional oversight to prevent misuse. As the policy matures, the balance between regulatory enforcement and operational flexibility will remain a key focus for authorities and industry stakeholders alike.