Which Curfew Statute Applies When a Consumer Uses a Mobile Telephone Number?
Summary Regarding mobile phones, the FCC will likely apply the current logic used for landlines. That is to say, if a consumer at her sole discretion moved but kept the same mobile number and old area code, and did not notify the caller of the new address, the caller could rely on the old area […]
How Should a BPO Handle a CCPA Request from a Client’s Customer?
The California Consumer Privacy Act (CCPA) is a hot topic right now for my clients. Many are receiving requests from consumers exercising rights under the CCPA, and are testing the processes they’ve implemented to comply. Many states will follow California’s lead, as well, so you can expect more and varying state privacy rules in the […]
Monitoring Disclosure for Text Chat Support
Anytime you call a business, you will hear something like “this call can be monitored for quality control purposes” prior to speaking to a live representative, or even interacting with an automated attendant. The legal reason for this disclosure is that some states require that all parties consent to recording a conversation based on privacy […]
FCC Exempts Some Fraud Protection Calls Made by Financial Institutions from TCPA Restrictions
Financial institutions will now be able to contact their customers by telephone when accounts may have been compromised or notify account holders of potential fraud without fear of liability and potentially damaging class action lawsuits under the Telephone Consumer Protection Act (“TCPA”). In its Declaratory Ruling and Order[1] of July 10, 2015, the Federal Communications […]
Are Wiretapping Laws Applicable to Text Chat Customer Support Conversations?
Summary Although federal wiretapping law permits one party to record, monitor or otherwise intercept its own conversations, state law can vary. If you engage in web chat customer support, you should review compliance with state and federal wiretapping laws and potentially disclose potential monitoring of those communications to your customers. Article Class actions that claim […]