Regulatory Affairs

Our Role

Recent legislative developments in the US and Canada may threaten the industry’s ability to create and maintain quality jobs in Canada. Our role is to research the implications of these developments on the sector’s workforce and to identify possible measures to address the threats and capitalize on the opportunities.

CRTC Do-not-call (CRTC 2004-35)

The Canadian Radio-television and Telecommunications Commission’s do-not-call legislation refers to the regulatory changes affecting telemarketers. The CRTC 2004-35 decision imposes more specific identification procedures; constraints on the use of predictive dialling devices; mandatory reinforcement of do-not-call lists for all telemarketers; the tracking and reporting of complaints and the communication of the new rules to customers.

For more information on this legislation please consult the following:

• National Do Not Call List (DNCL)
• July 3, 2007: CRTC moves a step closer to establishing a National Do Not Call List
• Gatineau, Quebec, May 2, 2006: Telecom Public Hearing
• Canadian Radio-television and Telecommunications Commission: Telemarketing Fact Sheet
• Ottawa, February 20th, 2006: Telecom Public Notice CRTC 2006-4 (PDF - 0.2 MB)
• Standing Committee finished its work and sent its amendments back to the house for debate
• Summary of Evidence before the Committee Reviewing Bill C-37, an Act to amend the Telecommunications Act (PDF - 0.1 MB)
• BILL C-37 - An Act to amend the Telecommunications Act
• Backgrounder - Legislation to Facilitate the Creation of a National Do Not Call List - Dec 10th, 2004 (PDF - 0.1 MB)
• News Release - Minister of Industry tables legislation for National Do Not Call List (PDF - 0.1 MB)
• Summary of Bill on National Do Not Call List (DNCL) (PDF - 0.1 MB)
• Telecom Decision CRTC 2004-35
• CRTC speech at Contact Professional Alliance meeting on June 22, 2004 (PDF - 0.1 MB)

US Legislation

Legislators in at least 36 US states have introduced more than 100 bills to restrict overseas outsourcing and legislation on the issue has also proliferated at the federal level. As Canada is a significant recipient of U.S outsourcing, approval of such legislation will have a significant impact on the Canadian customer contact industry and its workforce.

Darlene Berscht, Chair of Contact Centre Canada’s Board of Directors, spoke about the impact of the proposed US legislation.

• Presentation on Overview of US Legislation Affecting Customer Contact Centres (PDF - 0.2 MB)

More information on this legislation, please see NFAP Study - Exporting the Law: A Legal Analysis of State and Federal Outsourcing Legislation (PDF - 0.4 MB)