Tired of unwanted calls? You have options | ACMA


28 March, 2017 04:17 PM


Tired of unwanted calls? You have options

By Editor


Did you know you can ask to end any telemarketing call, and the caller must comply? And that you can revoke permission for a marketer to call you? We’re putting the message out online with our new campaign to let you know your rights and give you the tools you need to reduce unwanted calls.

There are rules for when telemarketers, researchers and charities can call you and what information they must provide. Based on our recent research, 64 per cent of Australians have received a telemarketing call and, of these, 61 per cent think that telemarketing calls are a problem. If it’s a problem for you, we can help. 

Your first port of call

The Do Not Call Register (DNCR) is your first step in preventing unwanted calls. You’ll be in good company, with the 10 million Australians already on the register. Registering is easy, fast and free and you can register your fixed line and mobile online or via your phone. We take the DNCR seriously, so it’s unlawful for telemarketers to call numbers listed on the register.

But this doesn’t mean you won’t receive any calls. Some organisations can still call you, but there are rules, and these rules—in the Telemarketing and Research Industry Standard—have just been updated.

What are the new rules?

The new rules mean that telemarketers, researchers and charities must now tell you the following when the call starts:

  • purpose of the call
  • name of the person making the call
  • for calls that are not research calls, the name of the business or charity the telemarketer is working for
  • name of the employer of the person making the call.

And they have to tell you immediately if you ask:

  • for research calls, the name of the company who the researcher is working for
  • the contact details of the employer of the person calling
  • the contact details of the business or charity or political party who the telemarketer is working for
  • name and contact details of the person responsible for dealing with inquiries and complaints.

Our research told us that Australians see this as the most important information for telemarketers to give them during a call.

When can you be called?

As well as these changes, the standard sets out when telemarketers, charities and researchers can call you.
Telemarketers and charities can only call:

  • weekdays between 9.00 am and 8.00 pm
  • Saturdays between 9.00 am and 5.00 pm.

… and never on a Sunday or national public holiday.

Slightly different times apply to research calls.

The standard has always also required callers to ensure they have calling line identification (CLI) enabled when they call you. This means that if you have calling number display enabled on your phone you will be able to see the number they called you on.

So, if a telemarketer breaks the rules by calling you if you’re on the register, calling you outside the permitted hours, failing to use CLI or not giving you the information required, you’re entitled to make a complaint.

Further information