Taking Action to Help Promote Compliance

The CRTC may investigate and take action against a person or organization that breaks the Rules.

According to the Rules, all telemarketers must:

identify who they are and, upon request, provide a telephone number where the consumer can speak to someone about the telemarketing call;
display the telephone number that they are calling from so that the consumer can call to reach them; and
only call or send faxes between 9:00 a.m. and 9:30 p.m. on weekdays and between 10:00 a.m. and 6:00 p.m. on weekends.

Telemarketers must comply with the ADAD Rules. ADADs are devices that dial telephone numbers automatically. They can also deliver a pre-recorded message.

When it comes to enforcing the Rules, one of the CRTC’s main goals is helping ensure compliance. Once the CRTC has concluded an investigation into cases of alleged non-compliance, the CRTC uses Enforcement actions to appropriately respond to each case.

These tools include:

warning letters for minor compliance issues;
citations that outline the alleged violations and provide the opportunity to respond to the citation;
notices of violation (NoV), which are formal enforcement measures (set out in section 72.07 of the Act); and
negotiated settlements that are formal agreements between individuals or businesses and the CRTC. These settlements typically require the individual or business to admit liability, stop violating the Rules, accept an NoV, and develop a compliance program.

Violations can result in administrative monetary penalties (AMPs) of up to $1,500 per violation for individuals and up to $15,000 per violation for businesses.

Investigations and Administrative Monetary Penalties

Since 2008, a total of $14,299,295 in AMPs have been issued.

Between April 1, 2023, and March 31, 2024, CRTC investigations resulted in a total of $1,196,345 in AMPs.

2023-2024 Enforcement and Compliance Highlights

In 2023-2024, the CRTC issued 153 warning letters, 35 citations, and 43 NoVs.

In terms of negotiated settlements, all companies that the CRTC brought into compliance with the Rules through negotiated settlements also implemented compliance practices within their businesses.

Details on all of the CRTC’s actions can be found on the CRTC website at Enforcement actions.

$1,196,345

Total AMPs Issued

for UTR Violations

153

Warning

letters

Citations

Notices of

violations

Helping Protect Voters

The CRTC is responsible for establishing and managing the VCR.

Political candidates, parties, and their supporters must follow the rules that fall under the VCR during an election campaign. This requirement helps protect Canadians from misleading telephone calls and ensures transparent contact with voters during federal elections. During elections, the CRTC is prepared to handle registrations, complaints and to investigate potential violations.

The CRTC’s tools to ensure compliance with the VCR include warning letters, citations, and AMPs of up to $1,500 per violation for individuals and up to $15,000 per violation for organizations. All VCR enforcement actions are posted on the CRTC website at VCR Enforcement actions.

In 2023-24, the CRTC set up the VCR for federal by-elections. The CRTC conducted 11 investigations and issued 3 warning letters in association with the by-elections.