Document ID: chunk:federal_register_of_legislation:F2017L00237:reg:6:p2
Version: federal_register_of_legislation:F2017L00237
Segment Type: reg
Provision Reference: reg 6 (pt 2/3)
Character Range: 4770–7444

is not a telemarketing call if the primary purpose of the call is to remind a person of an existing appointment.
Example: A hairdressing salon rings a customer to remind the customer of the customer's appointment. During the conversation, the customer is told about a promotion of a new hair product.

Calls relating to payments
 (6) A voice call is not a telemarketing call if the primary purpose of the call relates to payment for goods or services ordered by, requested by or supplied to a customer.
Example 1: A gas retailer rings a customer to ask for payment of the customer's overdue bill. During the conversation, the gas retailer discusses bundling the customer's services with the customer.
Example 2: A bank calls a customer who has an overdrawn account. During the conversation, the bank suggests an alternative product.
Example 3: An electricity retailer rings a customer to inform the customer about alternative payment options because the customer is having problems paying a bill.

Solicited calls
 (7) A voice call is not a telemarketing call if:
 (a) the call is made in response to:
 (i) an order or request by a customer or potential customer for goods or services; or
 (ii) an inquiry or request by a customer or potential customer for information about goods or services; and
 (b) the primary purpose of the call is in relation to the inquiry, order or request; and
 (c) the customer or potential customer has not withdrawn the inquiry, order or request; and
 (d) the call is made within a reasonable time after the inquiry, order or request.
Example 1: A shoe repair store rings a customer to tell the customer that the shoes are ready to be picked up. The customer is provided with information about the nature of the repairs which were made to the shoes.
Example 2: A mechanic rings a customer to advise of the cost of repairs to the customer's car and to seek permission to continue with the repairs.
Example 3: A customer rings an internet service provider to complain that the customer's service is not working. The following day, the internet service provider makes a follow‑up call to the customer to ask if the customer is still having difficulties. During the conversation, the internet service provider discusses alternative products offered by the internet service provider.
Example 4: A furniture store rings a customer who has ordered a sofa to organise delivery of the furniture.
Example 5: A person fills in an online form, on a website relating to mortgage products, requesting more information. A mortgage broker then responds to the information request by phoning the person to discuss the mortgage products.
Example 6: A health club