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On September 30, 2008, the Canadian Radio-television and Telecommunications Commission (CRTC) will be implementing a National Do Not Call List (DNCL). Canadians will be able to dial a 1-800 number and register their phone number (landline, cellphone, fax and VOIP, up to three numbers at a time) with the CRTC to avoid receiving unsolicited contact from telemarketers.
Along with major banks, other financial institutions, the Canadian Bankers Association and other industry associations, RBC was involved in the legislative review process. This is an extension of our own internal commitment to our clients which respects their preferences regarding contact with us.
It helps to know when the rules apply and when they don’t. For example, the National DNCL rules do not apply in situations where companies contact their existing clients for marketing, operational, regulatory or advisory reasons.
Below are the answers to some frequently asked questions about the DNCL. If you have a question that isn’t answered here, or you would like more information about the National DNCL, please visit the CRTC website for more details.
Frequently asked questions
1. How does the National Do Not Call List work?
If you wish to receive fewer telemarketing calls, you can have your cellular, home phone and fax numbers included on the National “Do Not Call” List.
Most companies and organizations making unsolicited telemarketing or sales calls will no longer be able to contact you unless they are exempt,
for example, if you have an existing business relationship with them.
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 National DNCL every three years and, if your contact numbers change, you need to register the new numbers.
2. Does the financial services industry support the creation of the DNCL?
Yes. The financial services industry has long supported the introduction of a national Do Not Call List and has been working with the CRTC and other
organizations to put it into place.
Financial institutions sometimes use telemarketing to inform Canadians about products and services that may be of interest, but they also respect the wishes
of people who do not want to receive these calls. For some time, RBC companies have had internal do not call lists, which we carefully maintain and constantly update.
3. Does the National DNCL apply to all organizations?
It applies to all organizations in Canada, including financial institutions, 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, as can companies conducting surveys or market research. If you have an existing
business relationship with an organization, you may also be called by that organization.
4. Does being on the National DNCL prevent all calls from RBC?
If you have submitted an inquiry or application in the last six months or have been a customer of RBC in the past 18 months — for example, if you have an account (banking, investment),
mortgage, credit card, insurance product or loan — you are considered to have an existing business relationship with us and we may call you. You may also receive non-marketing service calls related
to your accounts, such as a telephone call if we suspect fraudulent activity on your debit or credit card, a reminder about product renewal dates, to activate a new credit card or a request to review your investments.
5. What if I no longer wish to receive marketing calls from RBC, regardless of whether I have a relationship with you?
We are committed to respecting the wishes of our clients or consumers who do not wish to receive telemarketing calls from us. There are two simple ways to add your name to our internal do not call lists:
- You can call or visit your bank branch or check www.rbc.com for information on how to add your name to our internal do not call lists. You will be asked a series of security questions, so that we can verify your identity.
- If you receive a telemarketing call from us, you can ask at that time to be added to our internal do not call lists.
6. Why can I not request to be added to your internal do not call lists by e-mail?
To protect your personal information in our files, we have to make sure that you are the one requesting any changes. Since we are unable to confirm the identity of e-mail senders, we can’t accept e-mail requests to change client information in our files — either from you or from a third-party service.
To protect your personal information and process your request, you will need to contact us yourself via telephone or in person and identify yourself to us.
7. How do I register for the National Do Not Call List?
After September 30, 2008, you will be able to 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.
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