Contact Center Solutions Featured Article

Australian Call Center Company Hired to Maintain National Do-Not Call List Fined for Violation

January 08, 2013

How’s this for irony: the call center outsourcing company that maintains and operates Australia’s consumer “do-not-call” list is itself being fined by the Australian Communications and Media Authority (ACMA) for making unauthorized calls to numbers listed on the do not call registry.

Business process outsourcing company, Service Stream Solutions provides call center services to a range of organizations and government agencies. It also operates the nation’s Do Not Call Registry on behalf of the ACMA.

A recent investigation by the ACMA found that off-limit numbers were incorrectly included on a Service Stream Solutions calling list used during a 10-week campaign arranging installations for energy-saving products. As a result, the government communications agency is fining Service Stream Solutions AUS $110,000 (US $115,300) for the violations.

Australia’s Do Not Call legislation was passed by the nation’s Parliament on June 30, 2006, creating the Do Not Call Register Act of 2006. The Australian Communications and Media Authority was deemed to be responsible for establishing and overseeing the register, and it, in turn, appointed Service Stream Solutions to operate the registry.

Service Stream Solutions reportedly made over 7,000 calls during the period in question, and the problem was not identified because the list wasn't re-checked against the register, as per ACMA requirements, which dictates that lists must be checked every 30 days, the website Smart Company is reporting.

ACMA noted that its investigation findings relate solely to the Service Stream Solutions for-profit telemarketing business and the penalty has not had, and does not have, any impact on the operation of the register.

Similar to the U.S.’s Do Not Call registry, which falls under the auspices of the FCC (News - Alert), Australia’s registry has attracted some criticism for exempting unsolicited calls from charities and political parties. It also has been criticized for not allowing the inclusion of small business numbers on the register.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Survey: Mobile Experience Trumps Brand Loyalty Among Gen Y, Millennials

Retailers be warned - brand loyalty counts for less and less among younger consumers, who are likely to head to competitors if their mobile experience isn't what they think it should be. [ Read More ]
10/30/2014

Xerox Virtual Customer Care Agent Soon to Enter the Market

Today, many companies are working toward simplifying the workplace so that they can allocate more time and resources to their core business. WDS is one such company dedicated to making it customer's life easier. Recently, the company has introduced an intelligent, virtual customer care agent that can recognize and resolve customer questions in the same way a human agent would. [ Read More ]
10/29/2014

Cyara Partners with GlobalNet

Cyara, a provider of integrated, automated customer communication systems testing software, recently announced that GlobalNet, a company that provides customer experience innovation lifecycle services, has joined the company's Expert Partner Program. As a result, Cyara's contact center testing software has been integrated with GlobalNet's Customer Experience Innovation Lifecycle, expanding Cyara's market in North America. [ Read More ]
10/29/2014

The Personalization of Patient Care

There is little dispute that the healthcare system is not just one of the largest vertical markets for the consumption of modern technology in general but for ICT-related solutions specifically. Whether it is the digitization of medical records, the establishment of healthcare exchanges in the U.S., telemedicine, enhanced communications for first responders, etc. The appetite for ICT is almost insatiatable. [ Read More ]
10/28/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!