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.
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Edited by Brooke Neuman