Do Not CALL

National Do-Not-Call List (NDNCL) Training & Compliance

Canada’s National Do-Not-Call List (DNCL) regulates outbound calling to consumers for marketing or solicitation. As REALTORS®, we must follow the CRTC’s Unsolicited Telecommunications Rules to avoid significant penalties.

This training explains:

What telemarketing is
When calling is permitted
When calling is prohibited
What exemptions exist
Your responsibility to check the Internal Do Not Call List
How to handle FSBOs, referrals, and business calls
What to do if someone requests no further contact
Required documentation and timelines

These rules are not optional. Violations can result in fines of up to $1,500 per call for individuals and $15,000 per call for brokerages.

Why These Rules Matter

The CRTC fines brokerages heavily for violating DNCL rules, and CREA’s guide confirms that agents are considered telemarketers and brokerages are liable for their actions.

Our brokerage goal is simple:

Protect consumers • Protect the brokerage • Protect you

To achieve this, we do NOT engage in cold calling or unsolicited telemarketing of any kind unless the law clearly allows it.

When You CAN Call Someone

You may contact a consumer only when one of the following applies:

They are a past client (within 18 months of a transaction)
They made an inquiry (within the last 6 months)
They gave express consent to be contacted
You are calling a FSBO only because you have a real buyer
You are calling a business phone number for business reasons
You received a referral and follow the one-call-only rule

If none of the above apply — you cannot call.

When You MUST NOT Call

You may not call:

Anyone on the National DNCL
Anyone on our Internal DNCL
FSBOs to solicit listings
Expired listings
Consumers for general solicitation
Any number using autodialers, AI dialers, or call services
No cold calls — period

These restrictions follow CREA’s 2025 guidance and CRTC regulations.

Internal Do-Not-Call List (IDNCL)

If a consumer requests no further calls, you must:

Stop the call immediately
Record their number
Notify the Compliance Officer
Add them to the IDNCL
Never call them again

The entry must include:

Number
Date added
Agent who added it
Notes (optional)

We must retain entries for 3 years + 14 days.

Your Responsibilities

Every agent must:

Review and understand the NDNCL Policy
Follow the Before-You-Call procedure
Document inquiries and consent
Add consumers to the IDNCL when requested
Report accidental calls
Complete NDNCL training during onboarding
Complete ongoing compliance training as required

Failure to follow these rules results in disciplinary action and personal liability for fines.

Quick Guide - National Do Not Call Rules

You can make a call ONLY if one of the following is true:

✔ Past client (within 18 months)
✔ Inquiry (within 6 months)
✔ Express consent
✔ FSBO with a real buyer inquiry
✔ Business-to-business call
✔ One referral call (must name the referrer)

Stop — You Cannot Call If:

✘ The number is on the National DNCL
✘ The number is on our Internal DNCL
✘ You want to solicit a listing
✘ You want to cold call a neighbourhood
✘ You want to call expired listings
✘ You want to call FSBOs hoping to list
✘ You want to “see if they’re thinking of selling”

When in doubt → Do NOT call.

Befre you Call - Mandatory Checklist

Ask yourself each question:

Do I know why I am calling?
If the purpose is solicitation → STOP unless you qualify under an exemption.
Do I have an Existing Business Relationship (EBR)?
- Past transaction within 18 months?
- Inquiry within 6 months?
  If yes → continue.
  If no → go to next question.
Do I have express consent to call?
If yes → continue.
Is this a business number?
If yes → continue.
Is this a FSBO and do I have a real buyer?
If yes → continue.
If no → STOP.
Is this a referral?
If yes, you may make one call and must name the referrer.
Is this number on the Internal DNCL?
If yes → STOP.
Is the number on the National DNCL?
If yes → STOP, unless an exemption above applies.

If you cannot answer YES to questions 2–6 → You cannot make the call.

NDNCL Complaince Acknowledgement - Greater Calgary Real Estate

I acknowledge that:

I have read and understand the Brokerage’s National Do-Not-Call List (NDNCL) Policy.
I understand that I am considered a “telemarketer” under CRTC rules when making outbound calls.
I agree to follow all rules, exemptions, procedures, and restrictions outlined in:
- The NDNCL Policy
- The Internal Do Not Call List procedure
- CREA’s guidance
I understand I may only call consumers when permitted under legislation.
I understand I must add consumers to the Internal Do Not Call List immediately upon request.
I understand I must not make cold calls, solicitation calls, or FSBO listing calls.
I agree to notify the Compliance Officer immediately if I make an accidental call.
I understand that failure to comply may result in disciplinary action and personal liability for fines.

Agent Name:
Signature:
Date:

The National Do-Not-Call List Greater Calgary Policy

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