Who can your agent call?

The golden rule

Only call people you have a legitimate, provable reason to speak to: they asked for a callback, they agreed to be contacted, or the call is about a contract or service they have with you. Keep proof of that basis (form, date, channel).

In the United Kingdom

• Screen your numbers against the TPS (individuals) and the CTPS (businesses) before any marketing call, unless the person has specifically agreed to calls from you.
• Apply PECR and UK GDPR: identify your business, give a valid number to call back, and honour any objection immediately.
• A callback the person asked for, an appointment to confirm or a follow-up on an ongoing service is not cold calling.
• Bought lists and numbers scraped from directories are best avoided.

In Australia

• Check the Do Not Call Register before telemarketing calls, unless the person has consented to hear from you.
• Follow the Telemarketing and Research Calls Industry Standard: permitted calling hours, identifying your business, ending the call when asked.
• For SMS and other electronic messages, the Spam Act applies: consent, sender identification and a working unsubscribe.

In other countries

• France: since 11 August 2026, telephone marketing to consumers requires their prior, free and explicit consent (Article L223-1 of the French Consumer Code), and it is up to you to prove it.
• Italy: Registro pubblico delle opposizioni. Poland: prior consent to telephone marketing. Netherlands: prior consent or an existing customer relationship.
• If in doubt, apply the strictest rule.

During the call

• The agent says at the start that it is an AI and that the call is recorded.
• It gives the real reason for the call ("you asked us to call you back on…").
• If the person no longer wants to be called, add their number to the "Blacklist" menu: it will be excluded from every campaign.
• Call at reasonable times, on weekdays, in the contact’s local time.