Outbound calling is one of the fastest ways to reach new customers, and one of the easiest ways to get into trouble. Each market sets its own rules on who can be called, when, and how. This is a general overview of the points we plan around when setting up campaigns. It is not legal advice: rules change, and your own counsel should confirm what applies to your campaign.
United States
US telemarketing is shaped mainly by the Telephone Consumer Protection Act and the Federal Trade Commission's Telemarketing Sales Rule, along with state laws that can be stricter.
- Calling hours: telemarketing calls are generally limited to between 8 a.m. and 9 p.m. in the called person's local time. Some states set narrower windows.
- Do-not-call lists: numbers on the National Do Not Call Registry must be removed from calling lists unless an exemption applies, and companies must keep and honour their own internal do-not-call list.
- Consent: automated or prerecorded marketing calls and texts to mobile phones generally need the person's prior express written consent.
- Caller ID: calls must show a number the person can call back.
Canada
In Canada, telemarketing is governed by the CRTC's Unsolicited Telecommunications Rules.
- Calling hours: weekdays from 9 a.m. to 9:30 p.m. and weekends from 10 a.m. to 6 p.m., in the called person's local time.
- National DNCL: telemarketers must register with the National Do Not Call List, and those making non-exempt calls must subscribe for the area codes they call and use a version of the list that is no more than 31 days old.
- Internal list: every telemarketer must keep its own do-not-call list and add a person within 14 days of their request.
- Identification: callers must identify themselves and display a number the person can use to reach them.
United Arab Emirates
The UAE introduced comprehensive telemarketing regulations in 2024 through Cabinet Resolutions No. 56 and 57, with the Telecommunications and Digital Government Regulatory Authority overseeing the Do Not Call Registry.
- Calling hours: marketing calls are permitted only between 9 a.m. and 6 p.m.
- Do Not Call Registry: companies must not call people who have registered on the national DNCR.
- Numbers: telemarketing must use local numbers registered to the company's commercial licence.
- Consent: companies need the consumer's explicit consent before sending marketing communications.
- Penalties: breaches can lead to warnings, fines and suspension or cancellation of a licence.
What this means for your campaign
Three practical steps cover most of the risk. First, know where every number on your list is located, so calls happen in the right local window. Second, scrub every list against the relevant national registry and your internal list before each campaign, and record opt-outs immediately. Third, keep records of consent and of each call, so you can show what happened if asked.
We build these steps into every outbound programme we run, and we follow the compliance rules you and your legal team set for your campaign.