Customer service / outreach calling regulations


Are there any laws or regulations in the United States that define what is or is not acceptable when doing customer service outreach calls. More specifically, what I mean by outreach is an unsolicited call to a customer regarding account activity (e.g. credit card expired).

Customer Support

asked Jun 29 '12 at 04:04
113 points
  • I think if they are a customer, you can put in your terms of service that by submitting their details, these types of calls for account maintence purposes are ok, but really ask a lawyer. – Robin Vessey 9 years ago

1 Answer


If the reason for the call is legitimate credit card expired you should be able to make additional offers during that contact. You have an existing business relationship, otherwise you wouldn't have their credit card number

Here is information regarding the National Do Not Call Registry

A telemarketer or seller may call a consumer with whom it has an established business relationship for up to 18 months after the consumer's last purchase, delivery, or payment - even if the consumer's number is on the National Do Not Call Registry. In addition, a company may call a consumer for up to three months after the consumer makes an inquiry or submits an application to the company. And if a consumer has given a company written permission, the company may call even if the consumer's number is on the National Do Not Call Registry.

One caveat: if a consumer asks a company not to call, the company may not call, even if there is an established business relationship. Indeed, a company may not call a consumer - regardless of whether the consumer's number is on the registry - if the consumer has asked to be put on the company's own do not call list.

answered Jun 29 '12 at 12:55
Mhoran Psprep
644 points

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