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CALLING GUIDANCE

Make the call. Know the rules.

Plan each campaign with the right checks before an AI agent starts speaking. Synthetic voice calls can fall under Australian telemarketing rules.

Discuss a calling pilot ↗

CAMPAIGN CHECKLIST

Five checks before the first call.

Assign an owner to each check and retain the supporting evidence.

  1. 01

    Define the purpose

    Review what the call actually says and seeks to achieve. A sales or promotional purpose can make it telemarketing, even when the workflow is called lead qualification. Pure service reminders may be treated differently.

    • Owner: customer campaign owner
  2. 02

    Check DNCR and consent

    Check the Do Not Call Register and the basis for contacting each person. Record consent, its scope and any withdrawal. A business label does not exempt every call, and a publicly listed number does not establish consent.

    • Owner: customer list and consent owner
  3. 03

    Set the calling window

    Check the recipient’s usual residential time zone. Standard telemarketing hours are weekdays 9 am to 8 pm and Saturday 9 am to 5 pm; Sundays and national public holidays are excluded. Check specific consent and any additional state or territory rules.

    • Owner: campaign operations owner
  4. 04

    Confirm identity and return contact

    Identify the responsible business and the purpose at the start. Keep caller ID enabled and a working return number. For recorded or synthetic voice, review how the recipient can request contact and complaint information during the call.

    • Owner: customer script owner and delivery team
  5. 05

    Respect stop requests and keep records

    End a call when the recipient asks to stop and record requests not to be contacted again. Check how the suppression list reaches future campaigns. Agree the customer, partner and platform responsibilities before launch.

    • Owner: customer campaign owner and delivery team

Questions before you get started.

Contact sales ↗
Do AI voice calls count?

Australian rules include recorded and synthetic voice calls. The purpose and content determine whether a call is telemarketing.

Are all B2B calls exempt?

No. A personal or mixed-use phone may be registered, and the industry standards apply to marketing calls to Australian numbers even if they are not on the register.

Is a DNCR check enough?

No. Also review consent, timing, caller identity, return contact, in-call information requests and stopping the call.

Who is responsible when calls are outsourced?

The caller and the business arranging the calls can both have obligations. Agree responsibilities in the contract and delivery process.

Official sources

Do Not Call Register Act 2006 ↗Using the register ↗Industry Standards ↗

Requirements depend on the call and the applicable rules. Seek legal review for your campaign where needed.

Solutions