Canada DNCL Rules: Telemarketing in Canada Explained
If you call consumers in Canada — from inside the country, from the US or from an offshore call center — the rules are set by the Canadian Radio-television and Telecommunications Commission (CRTC) through the National Do Not Call List (DNCL) and the Unsolicited Telecommunications Rules. They look similar to the US Do Not Call system at first glance, but the details differ in ways that catch US teams out: calling hours are different, registration is mandatory for telemarketers, and text messages fall under a separate anti-spam law.
This guide covers what the Canadian rules require, how they compare with the US, and a practical checklist for calling Canada compliantly.
Who the Canadian rules apply to
The Unsolicited Telecommunications Rules apply to telemarketing calls and faxes to Canadians, whoever makes them. A US company or a call center in Pakistan or the Philippines calling Canadian numbers to sell something is covered, just as a Toronto company is.
Telemarketing here means calls made to sell or promote a product or service, or to solicit money or anything of value — which includes many fundraising calls, though some organizations are exempt from parts of the rules, as explained below.
Register and subscribe before you call
This is the biggest difference from the US. Telemarketers and the businesses that hire them must register with the National DNCL operator before making telemarketing calls, and those who call consumers must subscribe to the DNCL (paying a fee based on the area codes they need) and download the list.
Then:
- Scrub your call lists against the DNCL before calling.
- Use a version of the list that is no more than 31 days old.
- Keep records of your registration, subscription and downloads.
Even organizations that are exempt from the DNCL itself, such as registered charities, must still maintain their own internal do-not-call list.
Calling hours in Canada
| Day | Allowed hours (recipient's local time) |
|---|---|
| Monday to Friday | 9:00 a.m. – 9:30 p.m. |
| Saturday and Sunday | 10:00 a.m. – 6:00 p.m. |
These hours apply in the called person's time zone. Canada spans six time zones, including Newfoundland's half-hour offset, so map each number to its zone before dialing. Our free area code lookup covers Canadian area codes too.
What every call must include
When a telemarketing call connects, the caller must:
- Identify themselves and the organization they're calling on behalf of.
- Provide a phone number (and, on request, a fax number, email or postal address) where the consumer can reach someone to make a do-not-call request or ask questions.
- Display a caller ID number that can be called back. Blocking or hiding caller ID isn't allowed.
The internal do-not-call list
Every telemarketer and client must keep their own internal list. When a consumer asks not to be called:
- Add the number to the internal list and stop calling it within 14 days.
- Keep the number on the list for three years.
- Give the consumer a unique registration number for their request if they ask for it.
An internal request applies to that specific organization (and the telemarketer calling on its behalf), even if the number isn't on the national DNCL.
Exemptions from the DNCL
Some calls can be made to numbers on the National DNCL, though callers must still follow the identification, calling-hour and internal-list rules. Exempt calls include those made by or on behalf of:
- Registered charities seeking donations.
- Political parties, riding associations and candidates.
- Newspapers calling to sell subscriptions.
- Organizations with an existing business relationship, generally within 18 months of a purchase or contract, or 6 months of an inquiry.
Calls made to businesses (business-to-business telemarketing) are also handled differently from calls to consumers.
Automated calls and robocalls
Using an automatic dialing-announcing device (ADAD) — a system that plays a recorded message — to make unsolicited calls to sell a product or service is prohibited unless the recipient has given express consent. Some non-sales calls, such as emergency, appointment and certain political or charity calls, are treated differently but still must identify the caller.
Predictive dialers are allowed, but the CRTC limits how many calls may be abandoned and requires a message when a call is dropped, similar in spirit to the US abandonment rules.
Text messages fall under CASL
Marketing text messages in Canada are commercial electronic messages governed by Canada's Anti-Spam Legislation (CASL), not the DNCL rules. CASL generally requires:
- Consent before sending — express consent, or implied consent in limited situations such as an existing business relationship.
- Identification of the sender and contact information in every message.
- A working unsubscribe mechanism, with requests processed within 10 business days.
US-style "it's on the DNC list?" checks aren't enough for SMS to Canada; you need a consent record for each number.
Penalties
The CRTC can impose administrative monetary penalties of up to $1,500 per violation for individuals and $15,000 per violation for corporations. Each call can be a separate violation, and the CRTC regularly publishes enforcement actions against telemarketers and their clients.
US vs. Canada at a glance
| Rule | United States | Canada |
|---|---|---|
| Registry | National DNC Registry | National DNCL |
| Telemarketer registration | Access subscription per seller | Mandatory registration with the DNCL operator |
| Calling hours | 8 a.m.–9 p.m. every day (plus state rules) | 9:00 a.m.–9:30 p.m. weekdays, 10 a.m.–6 p.m. weekends |
| Internal opt-outs | Honor within 10 business days | Honor within 14 days, keep 3 years |
| Robocalls | Consent required for most | ADAD sales calls need express consent |
| Text marketing | TCPA and DNC rules | CASL consent and unsubscribe rules |
| Private lawsuits | Common (TCPA) | Rare; enforcement mainly by the CRTC |
A checklist for calling Canada
- Register with the National DNCL operator before calling
- Subscribe to the area codes you'll call and download the list
- Scrub every call list against data no older than 31 days
- Map each number to its Canadian time zone, including Newfoundland
- Dial only 9:00 a.m.–9:30 p.m. weekdays and 10 a.m.–6 p.m. weekends
- Identify yourself and your client, and give a callback number
- Display a working caller ID on every call
- Add opt-outs to the internal list within 14 days and keep them 3 years
- Get CASL consent before any marketing text message
A worked example: a US company expanding to Canada
A US solar company plans a pilot campaign into Ontario and Alberta:
- Registration. It registers with the National DNCL operator and subscribes to the area codes it will call. Its call center vendor registers too.
- Scrubbing. The lead list is checked against the DNCL using data downloaded in the last 31 days, and against the company's own internal list.
- Time zones. Ontario numbers are mostly Eastern time; Alberta is Mountain time. The dialer allows calls 9:00 a.m.–9:30 p.m. on weekdays and 10 a.m.–6 p.m. at weekends in each zone.
- Scripts. Agents identify themselves and the company and give a callback number; caller ID is displayed.
- Opt-outs. Requests are added to the internal list within 14 days and kept for three years.
- Texts. Follow-up texts are sent only to people who gave CASL-compliant consent on the website.
Common myths about calling Canada
| Myth | Reality |
|---|---|
| "US scrubbing covers Canada." | Canadian numbers need the Canadian DNCL. |
| "The US calling hours apply." | Canada's hours differ: 9:00 a.m.–9:30 p.m. weekdays, 10 a.m.–6 p.m. weekends. |
| "Registration is only for Canadian companies." | Telemarketers and clients calling Canadians must register, wherever they are. |
| "Texts follow the DNCL rules." | Marketing texts fall under CASL, which needs consent. |
| "Charities are completely exempt." | They're exempt from the national list but must keep an internal list. |
Key terms
- CRTC: the Canadian Radio-television and Telecommunications Commission.
- DNCL: the National Do Not Call List.
- Unsolicited Telecommunications Rules: the CRTC rules for telemarketing and automated calls.
- ADAD: automatic dialing-announcing device, a system that plays recorded messages.
- CASL: Canada's Anti-Spam Legislation, which covers commercial electronic messages including texts.
Frequently asked questions
Do US companies have to follow Canada's Do Not Call rules?
Yes. The rules apply to telemarketing calls made to people in Canada, regardless of where the caller is located. US companies and offshore call centers calling Canadian numbers must register with the DNCL operator and follow the same rules.
What are the legal telemarketing hours in Canada?
9:00 a.m. to 9:30 p.m. on weekdays and 10:00 a.m. to 6:00 p.m. on weekends, in the recipient's local time.
How long does a number stay on Canada's DNCL?
Registrations are permanent. A number stays on the list until the subscriber removes it or the number is disconnected and reassigned.
Can charities call numbers on the National DNCL?
Registered charities seeking donations are exempt from the national list, but they must still keep an internal do-not-call list and honor requests to stop calling.
Are text messages covered by the DNCL?
Marketing texts are governed by Canada's Anti-Spam Legislation, which requires consent, sender identification and an unsubscribe option in every message.
This article is general information, not legal advice. Check current CRTC guidance before running a campaign into Canada.