Acceptable Calling Policy

01Call people who asked

You may call people who enquired with your business, are your existing customers, or gave clear consent to be called.

• Every lead should carry its source, such as the ad, form or customer record it came from.
• Purchased, rented, shared or scraped number lists are not allowed.
• Random or sequential number dialing is not allowed.

02Respect DND preferences

Numbers registered on the National Customer Preference Register are skipped automatically unless the lead carries a valid recorded consent. Do not attempt to bypass DND checks or remove consent requirements.

03Call only at permitted hours

Calls may be placed only within the permitted calling window, 9 am to 9 pm in the customer's local time by default. Accounts may choose a narrower window, not a wider one.

04Tell customers about recording

Recording notice must stay switched on for any campaign that records calls. Do not record calls without notice, and do not use recordings for purposes other than quality, training, dispute resolution and record-keeping.

05Stop when asked

When a customer says they do not want to be called, mark the lead "Do not call". The number is removed from every queue in the account at once and must not be re-imported.

06Be honest on every call

• Introduce your business by name at the start of the call.
• Do not pretend to be a government body, bank or any business you are not.
• Do not pressure, threaten or mislead customers.
• Do not ask for OTPs, card PINs or passwords on a call.

07Use AI notes as drafts

AI Call Notes summarise conversations for callers to confirm. Do not present AI output to customers as advice, and do not use it to make promises about prices, returns, approvals, medical outcomes or legal positions.

08Enforcement

We monitor complaint rates, DND overrides and unusual calling patterns. Accounts that break this policy may have calling paused while we review, and repeated or serious breaches lead to account closure.