If you wish to reduce the number of unsolicited telemarketing calls you receive, you can sign up for the National Do Not Call List (DNCL) that has been set up by the federal government and the Canadian Radio-television and Telecommunications Commission (CRTC).

Here are answers to some common questions about the National DNCL and how it affects banks and their customers. For more detailed information on how the National DNCL operates, visit www.lnnte-dncl.gc.ca.

How does the National DNCL work?

If you wish to receive fewer telemarketing calls, you can sign up to have your cellular, home phone and fax numbers included on the National DNCL. If you do, then most companies and organizations making unsolicited telemarketing or sales calls can no longer contact you unless you have an existing business relationship with that organization.

Your contact numbers will be added to the National DNCL within 24 hours and telemarketers who are not exempted have 31 days to take you off their calling lists. You must renew your registration with the DNCL every five years and, if your contact numbers change, you will have to register your new numbers.

Does the banking industry support the National DNCL?

Yes. The banking industry long supported the introduction of a National Do Not Call List and worked with the CRTC and other organizations to put it into place.

Banks sometimes use telemarketing to inform Canadians about products and services that may be of interest, but they also respect the wishes of those people who do not want to receive these calls. Banks had their own internal do not call lists before the DNCL was introduced, and they continue to carefully maintain and constantly update these internal lists.

Does the National DNCL apply to all organizations?

It applies to all organizations in Canada, including banks, but there are exceptions for certain types of calls. Registered charities, political parties and newspapers have exemptions under the National DNCL and can still call you, as can companies conducting surveys or market research. And, if you have an existing business relationship with a company or organization, then that organization may call as well. In general, you have an existing business relationship with your bank if you have any existing products or services with the bank (or closed them within the last 18 months).

Does being on the National DNCL prevent all calls from my bank?

If you have submitted an inquiry or application in the last six months, or if you have been a customer of a bank in the past 18 months — for example, if you have an account, credit card or loan — then you are considered to have an existing business relationship with that bank and the federal government’s telemarketing rules allow the bank to call you to make you aware of certain offers or promotions.  If you do not wish to receive these calls, you can have the bank remove you from its marketing list (see the next section for information on how you can be removed from your bank’s contact list).

As an existing bank customer, you may also receive non-marketing service calls related to your accounts, either from a live customer service representative or an automated service. Many banks use pre-recorded or synthesized voice messages to communicate important information to their clients, such as:

• Notices of security issues and unusual activity on your credit or debit card;
• Notices that a credit card mailed to you has not been activated and that you should contact the bank if you have still not received your new/replacement credit card;
• Alerts about an emergency closure of your branch;
• Alerts to make you aware that your deposit account is overdrawn and needs to be corrected to avoid service disruptions.

Please keep in mind that, because these are service calls, it is important for your bank to be able to reach you. Such calls are not marketing calls so are not covered nor prohibited by the National DNCL.

What if I no longer wish to receive marketing calls from my bank, regardless of whether they have a relationship with me?

If you do not wish to receive telemarketing calls from your bank, they will respect your wishes. There are two simple ways to be added to your bank’s own internal do not call list:

• Call your bank, visit your bank branch or check your bank’s privacy policy on its website for information on how to add your name to their internal do not call list. Most banks discourage customers from sending requests by e-mail because of concerns about the security of this type of communication and the lack of ability to verify that the request is legitimate.
• If you receive a telemarketing call from your bank, you can ask to be added to their internal do not call list.

How do I register for the National DNCL?

You can register your cellular, home phone and fax numbers by calling 1-866-580-DNCL (1-866-580-3625) or visiting www.lnnte-dncl.gc.ca and following the instructions.