What is telemarketing?
Telemarketing refers to the use of telecommunications facilities to make unsolicited telephone calls or to send unsolicited faxes to consumers for the purpose of solicitation. Solicitation is defined as the selling or promoting of a product or service, or the soliciting of money or money’s worth, whether directly or indirectly and whether on behalf of another party. This includes calls made for donations by or on behalf of charities.
What is the National Do Not Call List (DNCL)?
The National Do Not Call List (DNCL) allows Canadian consumers to register their residential telephone and fax numbers to reduce the number of telemarketing calls they receive.
What numbers can be registered?
Consumers can register any Residential Canadian telephone number on the National DNCL. This includes landlines, wireless, VoIP, satellite, cellular telephone, or a fax machine numbers.
How do I sign-up?
You can sign up online at www.LNNTE-DNCL.gc.ca or by calling the toll-free numbers 1-866-580-DNCL (1-866-580-3625) or 1-888-DNCL-TTY (1-888-362-5889).
Is there a cost to register?
There is no cost to register on the National DNCL.
Is my registration permanent?
Your registration will expire three years after the registration date. After three years you will automatically be de-registered from the National DNCL. It is your responsibility to re-register your telephone number on the National DNCL.
How long do I have to wait until my registration takes effect?
You could continue to receive telemarketing calls for up to 31 days following registration. This 31-day period is to allow telemarketers to update their telemarketing lists.
Can I de-register from the National DNCL?
Yes, you may de-register your telephone number by calling the toll-free National DNCL telephone number using the telephone number that you wish to de-register.
Can I register another person’s telephone number on the National DNCL?
Only the subscriber of a telecommunications number or a person who has the authority to act on the subscriber’s behalf may register a telecommunications number on, or de-register a telecommunications number from, the National DNCL.
Does the National DNCL apply to emails and postal mail?
The National DNCL only applies to telephone calls and faxes to residential Canadian telephone numbers. This includes calls to landlines, wireless, fax, VoIP or satellite telephone numbers. Written forms of communication are not covered.
What types of calls are exempt from the National DNCL?
Calls made on behalf of organizations or made for certain purposes such as listed below, are exempt from the National DNCL rules:
- registered charities seeking donations
- newspapers looking for subscriptions
- political parties and their candidates
- opinion polling firms or market research firms conducting surveys when the call does not involve the sale of a product or service
- companies with whom you have an existing commercial relationship; for example, if you have done business with a company in the previous 18 months––such as a carpet-cleaning company––that company can call you.
- To business customers
Can a company that I do business with currently call me?
Yes, calls made from an organization that you have an existing business relationship with are exempt from the National DNCL and therefore allowed to call you.
Can I do anything to stop exempted calls?
Yes. If you do not want to be called by an organization even if that organization is legally allowed to call you, you can ask to be put on its own do not call list. Every telemarketer based in Canada must maintain such a list and respect your wishes not to be called. This request is in effect for 3 years.
How do I file a complaint about a telemarketing communication?
If you have registered for the National DNCL, and you still receive calls from organizations that are not exempt, then you will be able to file a complaint.
Complaints about the National DNCL Rules or Telemarketing Rules may be submitted online at www.LNNTE-DNCL.gc.ca or by phone at 1-866-580-DNCL (3625)
What are the consequences if telemarketers do not follow the rules?
Once the National DNCL is launched the CRTC may, if it finds that a telemarketer has not followed the rules, issue a notice of violation and impose monetary penalties for each violation of up to $1,500 for individuals and up to $15,000 for corporations.