Telemarketing in Canada
This page contains specific information AbOUT telemarketing in Canada. For more general information, consult the telemarketing article.
In Canada, telemarketing is regulated by the Federal Government of Canada. The department specifically in charge is the Canadian Radio-television and Telecommunications Commission, usually abbreviated CRTC.
Laws & tips to reduce telemarketing calls
For those who find that telemarketing calls are an annoyance there are many remedies available, many without any cost, available under Canadian law and regulation. Tips from the CRTC's website include:
- As a consumer, you can register your telephone numbers (land line including home, fax, cottage as well as cellular, VoIP) to the National Do Not Call List (DNCL) http://www.lnnte-dncl.gc.ca/ . Telemarketers have up to 31 days to update their lists. You could still receive calls within those first 31 days.
- Call the telemarketers directly and ask to be removed from their fax lists or tell them you want to be placed on their "do not call" lists when they contact you by telephone. Most problems will be resolved at this point.
- If you are unable to contact the telemarketing company or if you continue to receive telephone calls/faxes after adding your number to the Do Not Call List, fill a complaint here https://www.lnnte-dncl.gc.ca/plt-cmp-eng .
- If you aren’t able to reach the telemarketer or have yourself removed from a fax/calling list and if the telephone company has been unable to assist you, contact the CRTC and we will pursue the matter on your behalf.
Consumers should understand that registering on the National DNCL will reduce but not eliminate all telemarketing calls. There are certain kinds of telemarketing calls that are exempted from the National DNCL Rules.
The exemptions include telemarketing calls made by, or on behalf of:
* Canadian registered charities;
* Political parties, riding associations and candidates; and
* Newspapers of general circulation for the purpose of soliciting subscriptions.
Telemarketing calls from organizations with whom you have an existing business relationship are also exempt. You are considered to have an existing business relationship with a telemarketer if you:
* Purchased, leased, or rented a product or service in the last eighteen (18) months from the telemarketer;
* You have a written contract with the telemarketer for a service that is still in effect or expired within the last eighteen (18) months; and/or
* You asked a telemarketer about a product or service within the last six (6) months.
Telemarketers may also call you if you have provided express consent to be called. Express consent includes:
* Your permission on a written form, electronic form, or an online form; or
* Your verbal permission.
The National DNCL Rules to not apply to telemarketing calls made to businesses.
Common sense tips
- Keep the faxes you receive;
- Note the date and time of the phone call and, if it is available, any number that appears via call display; and
- Write down the date, time, full name of the person you speak to at the telemarketing company or the telephone company, along with a summary of your conversation.
Rules all telemarketers must follow
These are rules that all telemarketers must follow for calls within Canada:
- Callers must identify the person or organization they represent.
- Upon request, callers must provide the telephone number, name and address of a responsible person the called party can write to.
- Callers must display the originating calling number or an alternate number where the caller can be reached (except where the number display is unavailable for technical reasons).
- Names and numbers of called parties must be removed within 30 days of the called party’s request.
- DO NOT CALL lists are to be maintained by the calling party and remain active for three years.
- There are no calling hour restrictions on live voice calls.
- Sequential dialing is not permitted.
- Calls are not permitted to emergency line or healthcare facilities.
- Random dialing and calls to non-published numbers are allowed.