FTC Consumer Alert

Federal Trade Commission Bureau of Consumer Protection Division of Consumer & Business Education

New Rules for Robocalls

Businesses now need your written permission before they can call you with prerecorded 

telemarketing messages — also known as robocalls — regardless of whether you already 

have a relationship with the business. If a business wants to call you to deliver prerecorded 

messages, it must tell you clearly that it is asking for your written permission to call 

you with these kinds of messages. You may refuse, or you may give your permission by 

signing a paper, responding to an email, pressing a keypad prompt during a live call with 

a sales agent or clicking a button on a website to show that you will allow these messages 

from a business. A business can’t require you to agree to these calls in order to get goods 

or services. If you decide that you will accept prerecorded messages, you get to choose the 

number to which these calls are placed. 

If you have agreed to allow prerecorded telemarketing messages, you may also change 

your mind and ask that they stop. Businesses using prerecorded messages must tell you 

at the beginning of the message how you can stop future calls; and they must provide 

an automated opt-out that you can activate by voice or keypress throughout the call.

If the message could be left on your voicemail or answering machine, businesses also 

must provide a toll-free number at the beginning of the message that will connect to an 

automated opt-out system that you can call to opt out any time. 

If you chose to opt out while receiving a prerecorded message, the call should be 

disconnected immediately, and you should not receive any more calls from the business 

that sponsored the prerecorded call. If you call a toll-free number to opt out, the business 

should allow you to opt out by pressing a button on your telephone keypad or asking to opt 

out — without being required to speak to a sales agent. The business that sponsored the 

calls must honor your request immediately and prevent future telemarketing calls to your 

telephone number. 

Some prerecorded messages still are permitted under these rules — for example, 

messages that are purely informational. That means you still will receive calls to let you 

know your flight’s been cancelled, reminders about an appointment, or messages about a 

delayed school opening. But the business doing the calling isn’t allowed to promote the sale 

of any goods or services. Prerecorded messages from a business that is contacting you to 

collect a debt also are permitted, but messages offering to sell you services to reduce your 

debt are barred. 
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FEDERAL TRADE COMMISSION ftc.gov

September 2009

Other exceptions include political calls and calls from certain healthcare providers. For 

example, pharmacies are permitted to use prerecorded messages to provide prescription 

refill reminders. Prerecorded messages from banks, telephone carriers and charities also 

are exempt from these rules if the banks, carriers or charities make the calls themselves. 

How do I report improper robocalls?

If you receive prerecorded telemarketing calls but have not agreed to get them, file a 

complaint with the FTC at donotcall.gov or by phone at 1-888-382-1222. 

The FTC works for the consumer to prevent fraudulent, deceptive and unfair business 

practices in the marketplace and to provide information to help consumers spot, stop and 

avoid them. To file a complaint or to get free information on consumer issues, visit ftc.gov

or call toll-free, 1-877-FTC-HELP (1-877-382-4357); TTY: 1-866-653-4261. The FTC 

enters consumer complaints into the Consumer Sentinel Network, a secure online database 

and investigative tool used by hundreds of civil and criminal law enforcement agencies in 

the U.S. and abroad.