Telemarketing and Research Industry Standard 2007

No longer in force

Administered by

Department of Communications and the Arts

This item is authorised by the following title:

Telecommunications Act 1997

Latest version

View as made version

F2011C00937

03 November 2011 - 28 March 2017

This Standard commences at the same time as Part 2 of the Do Not Call Register Act 2006 commences.

Table of contents

1 Name of industry standard [see Note 1]
2 Commencement [see Note 1]
3 Interpretation
4 Persons to which this industry standard applies
5 Prohibited calling times
6 Provision of information during telemarketing calls other than research calls Application of this section (1) This section applies to all telemarketing calls other than telemarketing calls that are research calls. Information to be provided as soon as the call starts (2) The caller must give, or cause to be given, the following information to the call recipient as soon as the call starts: the given name of the individual making the call; the purpose of the call; the name of the person causing the call to be made (if applicable). Information to be provided immediately upon request (3) The caller must give, or cause to be given, the following information to the call recipient immediately after being asked to do so by the call recipient: the employee or staff identifier of the individual making the call; the name and contact details of the employer of the individual making the call, or, if the individual calling is self-employed, their business name (if applicable) and contact details; the contact details of the person that caused the call to be made (if applicable); the name and contact details of any person responsible for dealing with inquiries or complaints about: the individual making the call the employer of the individual making the call (if applicable); the person who caused the call to be made (if applicable). Information to be provided within a reasonable time (not exceeding 7 days) if requested (4) The caller must give, or cause to be given, if requested by the call recipient, the following information to the call recipient within a reasonable time (not exceeding 7 days) after being asked to do so: details of where the person calling obtained the Australian number called, or that it was obtained from a natural person; the name of the person the call was intended for (if applicable); the name and contact details of any entity that disclosed to the caller the Australian number called and/or the name of the person for whom the call was intended. 6A Provision of information during a research call Application of this section This section only applies to telemarketing calls that are research calls. Information to be provided as soon as the call starts (2) The caller must give, or cause to be given, the following information to the call recipient as soon as the call starts: the given name of the individual making the call; the purpose of the call. Information to be provided immediately upon request or, if not requested, before the end of the call (3) If the call recipient asks who caused the call to be made, the caller must give, or cause to be given, the name of the person that caused the call to be made immediately upon request. (4) If the call recipient does not ask who caused the call to be made, the caller must give, or cause to be given, the name of the person that caused the call to be made before the end of the call. Information to be provided immediately upon request (5) The caller must give, or cause to be given, the following information to the call recipient immediately after being asked to do so by the call recipient: the employee or staff identifier of the individual making the call; the name and contact details of the employer of the individual calling, or, if the individual calling is self-employed, their business name (if applicable) and contact details; the contact details of the person that caused the call to be made (if applicable); the name and contact details of any person responsible for dealing with inquiries or complaints about: the individual making the call; the employer of the individual making the call (if applicable) the person who caused the call to be made (if applicable). Information to be provided within a reasonable time (not exceeding 7 days) if requested (6) If requested by the call recipient, the caller must give, or cause to be given, the following information to the call recipient within a reasonable time (not exceeding 7 days) after being asked to do so: details of where the person calling obtained the Australian number called, or that it was obtained from a natural person; the name of the person the call was intended for (if applicable); the name and contact details of any entity that disclosed to the caller the Australian number called and/or the name of the person for whom the call was intended. 6B Contact details For sections 6 and 6A a caller’s contact details must include an Australian number suitable for receiving voice calls during normal business hours at the location of the call recipient, and at least one of the following: street address; postal or business address, other than a street address; email address. Note The Australian number provided can be any number suitable for receiving voice calls during the hours referred to and need not be the number of a telephone from which the caller makes telemarketing calls. 6C Calls that involve a recorded or synthetic voice Where a caller makes, or causes to be made, a telemarketing call involving recorded or synthetic voices, the caller must ensure that a mechanism to enable the call recipient to request information listed in subsections 6(3) and (4) and subsections 6A(3), (5) and (6) is provided during the call. Example: The call recipient may be advised of the facility to request such information by pressing a button to talk to an operator or to obtain further details about the call, the caller and/or the entity that is causing the call to be made.
7 Terminating a call
8 Enabling calling line identification for a call
9 Operation of State and Territory laws
- Notes to the Telemarketing and Research Industry Standard 2007

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Telemarketing and Research Industry Standard 2007 Citation change

Legislation text

Telemarketing and Research Industry Standard 2007