Customers Can Now See Your Business Name When You Call: What to Check

Starting 1 November 2026, your phone can show the name of the person calling you, not only the number. This feature is called Calling Name Presentation, or CNAP. It was announced by the Department of Telecommunications (DoT).

For small businesses, this matters. When you call a customer, they may see a name on their screen. If that name is wrong or confusing, they may not pick up.

What is changing

• The name shows on the receiver's screen when a call comes in.

• It is on by default for 4G and later mobile networks.

• 2G, 3G and landline calls are "taken up separately", so they are not covered yet.

• Calls made through apps like WhatsApp are not covered.

Whose name will show

The phone checks names in this order:

1. The name saved in the receiver's own contacts.

2. The name registered with the caller's mobile operator (this comes from the KYC form).

3. For calls from abroad, it shows "International Call".

So if a customer has saved your number, they will see their own saved name. If not, they will see the name on your SIM.

What business owners should check

1. The name on your SIM.

Many business SIMs are registered in a personal name, or an old shop name. Ask your operator which name is on the record for each number you use for customer calls.

2. Set a "preferred name" if you can.

Business and bulk users can ask for a preferred name. As per the reports, the name must be one of these:

• A trademark registered with the Trade Marks Registry.

• A trade name registered on the GST portal.

You show the original proof to the operator, and they record the name.

3. Keep one name everywhere.

Use the same business name on your SIM, GST, website, Google Business Profile and invoices. If the name on the phone screen matches your website and Google listing, customers trust the call more.

4. Tell your staff.

If staff call customers from their own SIMs, the customer will see the staff member's name, not your business name. Use a company number for customer calls.

What to be careful about

• The name shows who registered the SIM. It does not prove who is speaking. A scammer can use a SIM in someone else's name.

• Do not ask customers to trust a call only because a name appears. Never ask for OTPs or bank details on calls, and tell your customers the same.

• If a person chooses to hide their name (the CLIR opt-out), only the number will show.

• The name must not be stored after the call ends, and operators must have a way to handle complaints.