Popular caller ID app Truecaller is facing scrutiny from South Africa’s Information Regulator following complaints from businesses and individuals alleging that the platform has wrongly flagged legitimate numbers as spam and charged fees to remove them.
The Allegations
Several companies have reported that their contact numbers were marked as spam by Truecaller users, leading to blocked calls and lost business opportunities. Some firms claim they were required to pay fees to have their numbers “whitelisted” and removed from the spam list—a practice that legal experts argue may violate South Africa’s data privacy laws, including the Protection of Personal Information Act (POPIA).
Regulatory Concerns
Ahmore Burger-Smidt, Head of Regulatory at Werksmans Attorneys, highlighted the issue in a recent interview, stating that Truecaller’s system relies on crowdsourced data, meaning numbers can be flagged as spam based on user reports without verification.
“A business has the right to contact its client base,” Burger-Smidt said. “But if a single user reports a legitimate business number as spam, the entire company could be blocked from reaching customers—even for critical communications like fraud alerts or payment reminders.”
She also raised concerns about Truecaller’s access to users’ contact lists, particularly when individuals opt to upload their phonebooks to the app. While this helps Truecaller build its spam database, it also means that non-users’ numbers may be stored without their consent.
Potential Enforcement Action
The Information Regulator is now investigating whether Truecaller’s practices breach POPIA. If found non-compliant, the company could face an enforcement notice, requiring it to modify its operations to align with South African law.
“The regulator can’t undo what’s already happened, but they can ensure Truecaller fixes its processes moving forward,” Burger-Smidt explained.
Public Reaction
Public opinion appears divided. Some users praise Truecaller for effectively blocking spam calls, while others distrust the app over privacy concerns. A recent poll showed mixed experiences, with some respondents reporting missed important calls due to incorrect spam tagging.
Truecaller’s Response
Truecaller has yet to issue an official statement but previously stated that businesses can register their numbers to avoid spam flags—though this sometimes involves a fee, a point of contention under POPIA.
What’s Next?
The investigation’s outcome could set a precedent for data privacy enforcement in South Africa, impacting how tech companies handle user-reported data and monetization models.
For now, businesses and consumers await clarity on whether Truecaller’s practices will be deemed lawful—or if the app will need to overhaul its system to stay compliant.