Frequently asked questions
Do Not Call Register — Overview
1. Why register my number with the Do Not Call Register?
The Do Not Call Register allows you to greatly reduce the amount of unwanted telemarketing calls and marketing faxes you receive. Telemarketers and fax marketers are required by law to stop contacting you once you're on the register.
Registration is free and you only need to do it once.
2. Will registering my number stop all telemarketing calls and marketing faxes?
No, registration won't stop all calls and faxes. Some public interest organisations (e.g. registered charities, political parties and educational institutions) can still call numbers listed on the register. This ensures these organisations can continue to provide valuable services to the community.
If you have an existing relationship with a business, it can still contact you, but you can advise them you do not wish to receive telemarketing calls or marketing faxes from them in the future.
3. Will registering my number stop scam calls?
No, putting your number on the Do Not Call Register will not stop scam calls to that phone number. Always be vigilant when receiving any unsolicited phone calls to your number and if you suspect it is a scam simply hang up.
Protect your personal and financial details and never provide them to anyone calling your number you are not completely certain about. You can always hang up if you are unsure and call back using a number you have independently found on a website or phone book or bill.
For more information about scam calls, or to report a scam call, go to the Australian Consumer & Competition Commission's SCAMwatch website at http://www.scamwatch.gov.au or call 1300 795 995.
4. Who manages the Do Not Call Register?
The Do Not Call Register is managed by the Australian Communications and Media Authority (the ACMA).
5. Can I register my business phone number or fax number?
A number is eligible to be registered if it is one of the following:
- used or maintained primarily for private purposes
- used or maintained exclusively for transmitting and/or receiving faxes
- used or maintained exclusively for use by a government body
You can register a business number if it is only used for transmitting and/or receiving faxes. In the case of a number that is used to make and/or receive telephone calls, (including dual purpose phone/fax lines) you can register it if the number is mostly used for private/domestic purposes.
This means that business telephone numbers, including business dual purpose numbers, will not generally be eligible for registration.
6. How soon after I register will I notice a reduction in calls and faxes?
If you have registered your number(s) for the first time, it may take up to 30 days for marketing agencies to recognise your registration and stop calling or faxing your number(s).
7. What if I change my mind? Can I take my number off the Do Not Call Register?
Yes, you can remove your phone number at any time by:
- calling the register operator from the phone number you want to remove
- online, by clicking here PDF (114KB) and completing the form
- by writing to the register operator with your request.
Your phone number will be removed automatically if you contact the register operator by phone on 1300 792 958, or within a few days if it is in writing to the Do Not Call Register, PO Box 42, North Melbourne Vic. 3051.
You can also scan documents and email to email@example.com or fax to
1300 793 514.
8. What if I need to correct a registered number?
To correct a registered number(s) you must remove the incorrect number and then register the correct number.
You can apply to do this either by telephone, via the internet or in writing.
The application method(s) you use will depend on the following factors:
- the type of applicant (nominee, authorised officer or relevant account-holder)
- the type of application (e.g. register or remove)
- whether it is a application for more or less than 20 numbers; and
- whether the application includes any fax numbers.
All applications to check, remove or correct a registered number(s) (other than an application relating to an emergency service number) for less than 21 numbers may be made by completing this form PDF (114KB) and forwarding to the Do Not Call Register by post, email or fax.
You can then register the correct number(s) by following the registration steps here or by calling 1300 792 958.
A relevant account-holder can also remove and/or register a number by telephone. Please note that telephone applications are not currently available in relation to fax numbers or for nominees.
If you are a relevant account holder who wishes to apply by telephone to remove or register a single entry(other than an entry relating to an emergency service number) from the Register you must:
- call 1300 792 958 from the number sought to be removed.
- follow the automated prompts and provide the requested information.
If you are a relevant account holder who wishes to apply by telephone to remove or register more than one, but less than 21 entries (other than an entry relating to an emergency service number) from the Register you must:
- call 1300 792 958
- follow the automated prompts to speak to an operator
- provide the requested information to the operator
9. What if I need to correct 21 numbers or more?
An application by an account holder, authorised officer or nominee to register, correct, remove or check more than 20 numbers can be made here
10. What is an emergency service number?
The only emergency service numbers eligible for registration are ‘000’, ‘112’ and ‘106’. Organisations that perform emergency service functions may be eligible to register their numbers as a ‘government body’.
11. What if I need to register, remove or check an emergency service number?
If you are a relevant account holder who wishes to apply to register, remove or check an emergency service number(s) by telephone you must:
- call 1300 792 958
- follow the automated prompts to speak to an operator
- provide the requested information to the operator relating to the number(s).
12. Why do you need my contact details?
This is to confirm the registration and any other requirement we have to contact the applicant. We may contact you about
- seeking confirmation of intention to register the Australian number on the Do Not Call Register
- general correspondence; and
- investigation of any possible abuse of the online registration process.
13. How can I change my email address?
If you wish to update the email address you used when registering via the website, you can do so by registering your number again with your new email address. When you do this, the normal 30 day wait for registration to be fully effective does not apply.
14. What is the Do Not Call Register Act 2006?
The Do Not Call Register Act 2006 makes it illegal for any non-exempt Australian or overseas telemarketer or fax marketer to contact a number listed on the register. Certain public interest organisations are still allowed to contact numbers listed on the register. Exemptions exist so these organisations and individuals can continue to provide valuable services to the community.
15. What are the industry standards?
There are two industry standards that set the rules about when and how telemarketers, researchers, and fax marketers can contact you: the Telemarketing and Research Calls Industry Standard 2007 and the Fax Marketing Industry Standard 2011.
The standards apply to any person or business intending to make telemarketing or research calls or send marketing faxes, including those that may be exempt from the Act (such as registered charities).
What is the Telemarketing and Research Calls Industry Standard 2007?
The Telemarketing and Research Calls Industry Standard 2007 applies to:
- all telemarketing calls made to an Australian number to offer, advertise or promote goods, services, interests in land, business opportunities or investments, or to solicit donations;
- all research calls to conduct opinion polling and to carry out standard questionnaire-based research; and
- calls made for the above purposes by public interest entities (such as registered charities, and registered political parties) who are exempt from the general prohibition on calling numbers listed on the Do Not Call Register when making specific types of telemarketing calls.
The Telemarketing and Research Calls Industry Standard establishes minimum standards in four main areas:
- the hours during which telemarketing and research calls may be made
- information that telemarketers and researchers must provide to the people they call
- circumstances in which telemarketers or researchers must terminate calls
- the enabling of calling line identification
For example, a telemarketer can only make telemarketing calls to you between 9 am and 8 pm on weekdays and between 9 am and 5 pm on Saturdays. Unsolicited telemarketing calls are not allowed on Sundays or National public holidays. There is an exception to the rules where consent has been given by the call recipient in advance.
What is the Fax Marketing Industry Standard 2011?
The Fax Marketing Industry Standard 2011 applies to:
- all marketing faxes made to an Australian number to offer, advertise or promote goods, services, interests in land, business opportunities, or to solicit donations
- all participants in the fax marketing industry including some individuals and organisations that are not covered by the general prohibition contained in the Do Not Call Register Act 2006 (the Act).
This means that even if a particular business, such as a registered charity, is exempt from the requirements of the Act and therefore able to fax numbers listed on the register, they must still meet the requirements contained in the industry standard.
The fax marketing industry standard established minimum standards in four main areas:
- restricting the faxing hours/days for sending marketing faxes
- requiring the provision of specific information on a marketing fax
- requiring an opt-out provision on a marketing fax
- restricting the frequency that marketing faxes may be sent in a particular period to a particular number
For example, a marketing fax must include the name of fax advertiser, ABN or equivalent, the contact details of the fax advertiser, the destination number that the fax is intended to be sent to, and the details of how the recipient can opt-out of further faxes.
16. What is telemarketing?
Telemarketing is the act of contacting consumers via telephone to offer, sell, advertise or promote goods or services
Telemarketing calls may include:
- calls offering to sell goods or services
- calls to sell tickets in a competition
- calls requesting the recipient to attend an information seminar
- calls offering to sell land or an interest in land, or a business or investment opportunity
- customer satisfaction calls that have the intention to solicit sales
- calls that offer free goods as part of, or in conjunction with, overall sales campaigns
- calls for credit arrangements
- calls offering anything for "free" that is conditional on expenditure
- calls for the purpose of determining whether or not further telemarketing calls from the organisation are welcome
- calls offering free use of a product for a set period with an option for financial subscription/purchase afterwards, and
- calls to solicit donations.
Calls that are not considered telemarketing calls are:
- product recall calls
- fault rectification calls
- appointment rescheduling calls
- appointment reminder calls
- calls relating to payments
- solicited calls, and
- calls not answered by the person to whom the call is made.
17. What is fax marketing?
Fax marketing is the act of contacting consumers via fax, to offer, sell, advertise or promote goods or services.
Marketing faxes may include:
- faxes offering to sell goods or services
- faxes to sell tickets in a competition
- faxes requesting the recipient to attend an information seminar
- faxes offering to sell land or an interest in land, or a business or investment opportunity
- customer satisfaction faxes that have the intention to solicit sales
- faxes that offer free goods as part of, or in conjunction with, overall sales campaigns
- faxes for credit arrangements
- faxes offering anything for "free" that is conditional on expenditure
- faxes for the purpose of determining whether or not further marketing faxes from the organisation are welcome
- faxes offering free use of a product for a set period with an option for financial subscription/purchase afterwards, and
- faxes to solicit donations.
18. What exemptions apply under the Do Not Call Register legislation?
The following calls or faxes can still be made or sent under the Do Not Call Register legislation:
- Where individuals have agreed or requested to receive calls or faxes. This is express consent and only lasts for 3 months unless specified for a different period. Consent can be terminated at any time.
- Where individuals have an established business relationship with an organisation and consent can be reasonably inferred from that relationship. For example, it would be reasonable for an individual to expect a call from the bank they have a current account with or their electricity supplier. This is inferred consent and it can be terminated at any time.
- Public interest calls or faxes including calls or faxes from
- registered charities
- educational institutions
- government bodies
- registered political parties
- independent members of parliament
- political candidates.
19. Can market and social researchers call or fax numbers on the Do Not Call Register?
Market and social researchers are permitted to call or fax numbers on the Do Not Call Register to conduct opinion polling and standard questionnaire based research. If such calls or faxes include a commercial-type purpose, even if it is not the primary or sole purpose of the call or fax, it will fall within the definition of a "telemarketing call" or "marketing fax" and cannot be made or sent to a number on the register.
20. What is the Do Not Call Register?
The Do Not Call Register is a secure database where you can list your numbers to avoid receiving unsolicited telemarketing calls and marketing faxes.
The Australian Communications and Media Authority (the ACMA) is responsible for the register under the Do Not Call Register Act 2006. The Act covers telemarketing calls and marketing faxes from within Australia and overseas.
A number is eligible to be registered if it is:
- used or maintained primarily for private or domestic purposes, or
- used or maintained exclusively for transmitting and/or receiving faxes, or
- used or maintained exclusively for use by a government body
As well as the Act, there is also a Telemarketing Industry Standard for telemarketing and research calls which the ACMA enforces. The industry standard establishes a minimum set of requirements for anyone making these types of calls. For more information on the industry standard click here
How it operates
Once your number(s) are listed on the register, telemarketers and fax marketers must not contact those numbers.
Any business that either calls or faxes a listed number, or arranges for calls or faxes to be made or sent on its behalf, may be in breach of the legislation and could face penalties (see Complaints & Enquiries).
Complaints and Enquiries
To complain about receiving unsolicited telemarketing calls or marketing faxes, or to receive more information about the register, the Act, or the industry standard for telemarketing and research calls, visit the Complaints and Enquiries page.
If you continue to receive telemarketing calls or marketing faxes once your number is registered, it is important to note down and provide the ACMA with:
- the time and date of the call or fax
- the phone number on which the call or fax was received
- your phone service provider
- the details of the call or fax or a copy of the fax
The more information you can provide us about the call or fax you received, the more effectively we will be able to handle the matter.