FCC Revocation Rule 64.1200 (a)(12) -> Effective April 11
We are sharing some upcoming policy changes that are being implemented to strengthen the ability of consumers to opt-out of unwanted calls and messages from businesses. This supplementary Order allows consumers to revoke their consent to receive unwanted communications, such as telemarketing calls or SMS messages, at any time and through any reasonable means. This rule is also wrapped up under TCPA and is aimed at protecting consumers from unwanted or abusive communications.
Key Aspects of the FCC Revocation Rule:
- Consumers can withdraw their consent to receive calls or texts at any time.
- This revocation can apply to robocalls, telemarketing calls, or promotional SMS messages.
- Reasonable Means for Revocation:
- The rule allows consumers to revoke consent in any reasonable manner, which could include verbal requests, written requests, or replying with keywords (such as "STOP" to an SMS).
- There is no specific requirement for how consent must be revoked; it must simply be clear that the consumer no longer wishes to receive communications.
- The Order provides a list of keywords, with some new inclusions, revoke and opt out, in addition to the already mandatory list of stop, end, quit, unsubscribe and cancel that, if used, conclusively revoke consent and cannot be challenged. The list is not intended to be exhaustive. If a consumer uses a word or phrase not included in the Order, a rebuttable presumption is created “that the consumer has revoked consent, absent evidence to the contrary.” While this rebuttable presumption appears to be broad, the burden of proof still largely rests on the consumer. In the event of a dispute, consumers must point to the precise message or method used to convey their revocation of consent, and a court may look at the totality of circumstances surrounding the situation to determine “whether the consumer had a reasonable expectation that they could effectively communicate their request for revocation to the caller in that circumstance.”
- The Order clarifies that revocation of consent from a particular type of robocall or robotext operates as revocation of consent to all robocalls and robotexts from the caller or sender to that phone number. Once consent is revoked, a caller or sender cannot make robocalls or send robotexts to the recipient absent an applicable exemption. If an exemption applies, a caller or sender must comply with the conditions on the number and frequency of their communications, and the recipient can choose to opt out of receiving the exempted communications. The Order states that revocation of consent to receiving robocalls and robotexts operates separately from the ability of callers to make informational calls without consent.
*It is recommended that you apply logic and consideration if your brand hosts multiple campaigns that are one-time, transactional and promotional in nature. Ensuring that continued engagement with the subscriber involves only messaging they wish to receive.
- Obligation on Businesses:
- Once consent is revoked, businesses are required to stop contacting the consumer immediately.
- Failure to honor the revocation can result in penalties and lawsuits under the TCPA.
- The rule empowers consumers by ensuring they maintain control over the communications they receive.
- This rule has been confirmed by courts to apply even if the initial consent was given freely.
Please note that our US Tier 1 carrier partners already established Best Practices for aggregators like Sinch to communicate downward to our customers to implement "other" opt-out keywords, to monitor subscriber sentiment and if applicable to incorporate opt out keywords in other languages. We shared these in February 2024 as a CN they can also be found here in Community Sinch Opt-out Guide
If you have any questions please reach out to your Legal, your Sinch Account Manager or a member of the North American Compliance Team.
