Do Not Call Register application procedure guide
april 2015
Contents
Canberra
Red Building Benjamin OfficesChan Street Belconnen ACT
PO Box 78Belconnen ACT 2616
T+61 2 6219 5555F+61 2 6219 5353
Melbourne
Level 32 Melbourne Central Tower360 Elizabeth Street Melbourne
VIC
PO Box 13112Law Courts Melbourne VIC 8010
T+61 3 9963 6800F+61 3 9963 6899
Sydney
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PO Box Q500Queen Victoria Building NSW 1230
T+61 2 9334 7700 or 1800 226 667F+61 2 9334 7799
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1.Introduction1
2.Background2
3.The Determination3
4.Application types4
5.How to contact the register5
6.Eligible numbers6
7.Removing ineligible numbers8
8.Who can apply to the register?9
9.Applications relating to 20numbers or fewer10
10.Applications for 21 or more numbers (bulk applications)14
11.Responsibilities of the ACMAand its contracted service
provider 15
Appendix 1application methods16
Glossary17
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1. Introduction
This Do Not Call Register application procedure guide sets out
the procedures that must be complied with and the information that
the Australian Communications and Media Authority (the ACMA)
requires to process each application to the Do Not Call Register
(the register) in accordance with the methods permitted under the
Do Not Call Register (Administration and Operation) Determination
2007 (the Determination).
2. Background
The register is a secure database where individuals and
organisations can list their eligible Australian numbers to avoid
receiving certain unsolicited telemarketing calls and marketing
faxes.
The ACMA is responsible for the register under the Do Not Call
Register Act 2006 (the DNCR Act). The DNCR Act covers telemarketing
calls and marketing faxes from within Australia and overseas, where
they are made or sent to an Australian number.
Under the DNCR Act, telemarketing calls and marketing faxes are
not allowed to be made to numbers listed on the register. There are
some exemptions allowing certain public interest organisations to
make specific telemarketing calls or send particular marketing
faxes.
Registration is free and you only need to do it once.
Many types of numbers are registered, including landlines,
mobiles, voice over internet protocol (VoIP), fax and dual
phone/fax numbers.
3. The Determination
Under the DNCR Act, the ACMA is responsible for determining
matters relating to the administration and operation of the
register, including administrative matters such as the form in
which applications must be made.
The ACMA has made the Do Not Call Register (Administration and
Operation) Determination 2007 (the Determination) which, among
other things, sets out the possible methods which can be used to
make different kinds of applications to the register. The
Determination also sets out that applications must comply with any
written procedures approved by the ACMA for the particular method
of application and include any information reasonably required by
the ACMA, as specified on the ACMA and register websites.
This document includes the written procedures that must be
complied with and the information the ACMA reasonably requires to
process each of the application methods permitted under the
Determination.
A current version of the Determination is available at
www.comlaw.gov.au.
4. Application types
There are four types of applications that can be made to the
register:
registering a number(s)
removing a number(s)
checking the registration of a number(s)
correcting the registration of a number(s).
Applications to the register can be made:
by telephone
via the register website
by post
by fax
by email
in any other way that has been approved by the ACMA and
specified on the ACMA and register websites.
The application method(s) available depend on the following
factors:
the type of applicantnominee or relevant account-holder
the type of applicationfor example, register or remove
whether it is an application for more or less than 20
numbers
whether the application includes any fax numbers.
The methods available for each type of application are listed at
Appendix1.
5.How to contact the register
Via the register websitewww.donotcall.gov.au.
By telephone1300 792 958.
By mail, fax or email:
Mail Do Not Call Register PO Box 42 North Melbourne VIC 3051
Fax 1300 793 514
Email [email protected].
6.Eligible numbers
A number is eligible to be registered if it is an Australian
number and is either:
used or maintained primarily for domestic purposes
used or maintained exclusively for transmitting and/or receiving
faxes
used or maintained exclusively for use by a government body
an emergency services number.
Numbers used primarily for private or domestic purposes
An Australian number is eligible to be registered if it is used
primarily for private or domestic purposes.
A number is likely to be used for private or domestic purposes
where the:
number is mainly used to receive personal calls; for example,
from friends and family
account for the number is in an individuals name
number is for a landline and is located at a residential
address
number is not on a business plan.
A number is unlikely to be eligible to register as a private or
domestic number if:
it is mainly used for business calls
the account for the number is registered in a business name
the number is on a business plan
the number is displayed on a companys website, business card or
business directory.
No single factor listed above is indicative of the ineligibility
of a number to be on the register. For example, a number may still
be considered to be used primarily for private or domestic purposes
even if it is sometimes used for business calls.
Numbers used exclusively for transmitting and/or receiving
faxes
An Australian fax number can be registered so long as it is only
used for sending or receiving fax messages, irrespective of whether
it is used primarily for private or domestic purposes.
Dual phone/fax numbers
An Australian number that is used as a telephone as well as for
sending or receiving fax messages (a dual phone/fax number) can be
registered if its primary purpose is for private or domestic
purposes. A dual phone/fax number used by a business may not be
registered.
Numbers used exclusively by a government body
A number is eligible to be registered if it is used exclusively
by a government body.
A government body can mean a department, agency, authority or
instrumentality of a Commonwealth, state or territory government,
as well as of the government of a foreign country (for example, a
foreign embassy located in Australia).
It will usually be clear cut whether a number is used
exclusively by a government body. Where it is not clear, factors
considered in determining eligibility include whether:
the body is serving some public function
its powers are derived by statute
there is some oversight or control of its functions and
activities by the executive government (that is, ministers and the
public servants that assist them)
the body is exercising powers and functions conferred on it by
government/parliament
the body is subject to laws that ordinarily only apply to
government, such as freedom of information laws and laws relating
to the management of public money (for example, Commonwealth
Authorities and Companies Act 1997)
the staff are employed as public servants (for example, under
the Public Service Act 1999).
Some examples of eligible government bodies include:
local councils
the Department of Communications
the Civil Aviation Safety Authority
Residential Tenancies Authority (Queensland)
Safe Food Production Queensland
ACT Revenue Authority.
If you are uncertain if your organisation falls within the
definition of government body you should seek advice by contacting
the register operator before registering the numbers.
Emergency service numbers
At present, the only emergency service numbers eligible for
registration are 000, 112 and 106. Some organisations that perform
emergency service functions may be eligible to register their
numbers as a government body.
7.Removing ineligible numbers
If the ACMA becomes aware that a number is ineligible then it
will be removed from the register.
To help make this assessment, the ACMA may seek further
information from the relevant account-holder or nominee, who will
be notified of the outcome.
8.Who can apply to the register?
An application to the register can be made by an account-holder
or a nominee.
Account-holder
An account-holder is the individual or organisation solely
responsible for the Australian number. If more than one individual
or organisation is responsible for an Australian number, the
account-holder is any of those individuals or organisations.
An organisation may apply through a duly authorised officer, in
accordance with the normal rules of agency.
Nominees
Under the DNCR Act, the account-holder may nominate an
individual in relation to an Australian number or numbers of the
account-holder, and that nominee can (unless the nomination is
withdrawn) make applications for the relevant number(s).
The DNCR Act requires that a nomination or withdrawal of a
nomination be in writing.
9.Applications relating to 20numbers or lessApplication by
telephone
The following application types may be made by telephone:
an application from a relevant account-holder to:
register a telephone number(s)
check an entry relating to a telephone number(s)
remove a telephone number(s).
Telephone applications are not currently available for fax
numbers or nominees.
Relevant account holders applying to register a single number
(other than an emergency service number) by telephone
Call 1300 792 958 from the number sought to be registered.
Follow the automated prompts and provide the requested
information including:
the Australian number to be registered
agreement that you are the relevant account-holder for the
Australian number sought to be registered
that the Australian number sought to be registered is
either:
used or maintained primarily for private or domestic
purposes
used or maintained exclusively for use by a government body
used or maintained exclusively for transmitting and/or receiving
faxes.
confirmation that you would like the Australian number
registered on the register
other information as required.
Relevant account-holders applying by telephone to register more
than one number, but less than 21 numbers (other than an emergency
service number) you must:
1. Call 1300 792 958.
Follow the automated prompts to speak to an operator.
Provide the requested information to the operator including:
the Australian numbers to be registered
agreement that you are the relevant account-holder for the
Australian numbers sought to be registered
that the Australian numbers sought to be registered are
either:
used or maintained primarily for private or domestic
purposes
used or maintained exclusively for use by a government body
used or maintained exclusively for transmitting and/or receiving
faxes
confirmation that you would like the Australian numbers
registered on the register
other information as required.
Relevant account-holders applying by telephone to remove a
single entry (other than an entry relating to an emergency service
number) from the register
1. Call 1300 792 958 from the number sought to be removed.
Follow the automated prompts and provide the requested
information including:
the number sought to be removed
that you are the relevant account-holder for the number sought
to be removed
that you would like the number removed from the register
other information as required.
Relevant account-holders applying by telephone to remove more
than one entry, but less than 21 entries (other than an entry
relating to an emergency service number), from the register
1. Call 1300 792 958.
Follow the automated prompts to speak to an operator.
Provide the requested information to the operator including:
the numbers sought to be removed
that you are the relevant account-holder for the numbers sought
to be removed
that you would like the numbers removed from the register
other information as required.
Relevant account-holders applying by telephone to check a single
entry on the register
1. Call 1300 792 958 from the number sought to be checked.
Follow the automated prompts and provide the requested
information including:
the number sought to be checked
that you are the relevant account-holder for the number sought
to be checked
that you would like the number checked to see if it has been
registered.
An automated return call to the number sought to be checked that
gives its registration status will be made within 10minutes of the
application.
Relevant account-holders applying by telephone to check more
than one entry, but less than 21 entries (other than an entry
relating to an emergency service number), on the register
1. Call 1300 792 958.
Follow the automated prompts to speak to an operator.
Provide the requested information to the operator including:
the numbers sought to be checked
that you are the relevant account-holder for the numbers sought
to be checked
that you would like the numbers checked to see if they have been
registered.
other information as required.
Relevant account-holders applying to register, remove or check
an emergency services number(s) by telephone
1. Call 1300 792 958.
1. Follow the automated prompts to speak to an operator.
1. Provide the requested information about the number(s) to the
operator.
Application by email, fax or post
All applications for registration, removal, checking and
correction (other than for an emergency service number) in respect
of less than 21 numbers may be made by post, email or fax.
1. Application forms are available from the register website at
www.donotcall.gov.au or can be ordered by:
calling 1300 792 95
emailing a request to [email protected]
faxing a request to 1300 793 514.
1. A separate application form must be completed for each type
of applicationfor example, use one application form to register a
number(s) and a separate form to check the registration of a
number(s).
1. Complete all the sections required in the application form
and forward the application via one of the following addresses:
Mail Do Not Call Register PO Box 42 North Melbourne VIC 3051
Fax 1300 793 514
Email [email protected].
If you cant access the appropriate application form, send your
application via email, letter or fax to the appropriate address
above.
1. If you are a relevant account-holder, your application must
include the following details:
your name and the Australian number(s) sought to be
registered/checked/removed/corrected
that you are the applicant for the Australian number(s)
that the Australian number(s) are either used or maintained:
primarily for private or domestic purposes
exclusively for transmitting and/or receiving faxes
exclusively for use by a government body
that you would like the Australian number(s) to be
registered/checked/removed/corrected on the register
the front page of a bill, or other supporting evidence, for the
account associated with the Australian number(s) sought to be
registered/checked/removed/corrected
your contact details for correspondence
other information as required.
1. If you are a nominee of a relevant account-holder, you must
also provide:
written evidence of your nomination
the name of the relevant account-holder
your contact details and those of the relevant account-holder,
for correspondence
other information as required.
Application via the register website
The register website is www.donotcall.gov.au.
Relevant account-holders may apply for the following via the
register website:
to register number(s)
to check an entry relating to a number(s).
Applications via the register website for less than 21 numbers
are not currently available to nominees.
Applications for registration and checking are to be submitted
using an online form available on the register website.
You will be asked to provide information including:
your name and email address
the Australian number(s) to be registered or checked
that you are the relevant account-holder for the Australian
number(s) sought to be registered or checked
that the Australian number(s) sought to be registered or checked
are/is either:
used or maintained primarily for private or domestic
purposes
used or maintained exclusively for use by a government body
used or maintained exclusively for transmitting and/or receiving
faxes
that you understand providing false or misleading information is
a serious criminal offence
that you would like the Australian number(s) registered or
checked on the register
your contact details for correspondence
other information as required.
10.Applications for 21 or more numbers (bulk
applications)Registering, removing, checking or correcting
numbers
All bulk applications must made via the register website.
A separate application must be completed for each type of
applicationfor example, provide one application to register numbers
and a separate application to check the registration of
numbers.
Bulk application to register/remove/check 21 or more numbers
You will be asked to provide information on the web form
including:
your name and, if applying on behalf of an organisation, the
name of the organisation
the Australian numbers that are to be
registered/removed/checked
that you are the applicant for the Australian numbers sought to
be registered/deregistered/checked
that the Australian numbers in the application are either:
used or maintained primarily for private or domestic
purposes
used or maintained exclusively for transmitting and/or receiving
faxes
used or maintained exclusively for use by a government body
an emergency service number
that you would like the Australian numbers
registered/removed/checked on the register
electronic file(s) of the telephone and/or fax numbers to be
registered removed/checked
documentation supporting your claim that you are authorised to
apply to register/remove/check the Australian numbers on the
register
other information as required.
Bulk application to correct entries on the register
To correct 21 or more entries on the register, you must:
remove or deregister the incorrect numbers on the registersee
above for how to remove 21 or more numbers from the register
then, if required, register the correct numberssee above for how
to register 21 or more numbers on the register.
11.Responsibilities of the ACMAand its contracted service
provider
Once a relevant account-holder or nominee has applied in
accordance with the Determination and these procedures, the ACMA or
contracted service provider will register/check/remove/correct
entries to the register in accordance with its obligations under
the Determination.
Appendix 1application methods
Do Not Call Register list of application methods
Applicant type
How many numbers?
Application scenario
Phone/fax
Application method*
Post, fax, email
Internet
Telephone
Relevant account-holder
20
More than 20 numbers
Register
Phone
Correct
Remove
Check
Register
Fax
Correct
Remove
Check
Nominee
20
More than 20 numbers
Register
Phone
Correct
Remove
Check
Register
Fax
Correct
Remove
Check
KEY: allowed allowed but only if approved by the ACMA
*Other methods may be approved by the ACMA and if so, will be
specified on the ACMA website and the register website.
For applications relating to:
less than 21 numbersgo to Section 9
21 numbers or morego to Section 10.
Glossary
Terms used in this document
Term
Definition
ACMA
Australian Communications and Media Authority
ACMA website
www.acma.gov.au
application
an application can be any one of the followingregister, remove,
amend or check the status of number(s) on the register
bulk application
an application to the register for 21 or more numbers
the Determination
Do Not Call Register (Administration and Operation)
Determination2007
DNCR Act
Do Not Call Register Act 2006
the register
Do Not Call Register
register website
www.donotcall.gov.au
Several words and phrases used in this document have the
meanings given by section4 of the Do Not Call Register Act 2006.
These include:
Australian number
contracted service provider
Do Not Call Register
emergency service number
fax
government body
nominee
relevant account-holder.
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AustralianCommunicationsand Media Authority
