Action Plan 5
DUS Action Plan (5 of 7)
Contacting And Communicating with Clients
Cold Calling
We do not stop people from cold calling as it can be a good way to get business and generate leads. However, we do have some rules around what is acceptable when cold calling businesses.
We abide by the guidelines set out by the Information Commissioners Office. We will enforce these guidelines strictly and anyone not conforming to these guidelines could be disciplined or have their contract terminated so please educate yourself on what is acceptable and what is not.
Telephone Calls -
You must not make marketing calls to any number listed on the Telephone Preference Service (TPS) or Corporate TPS (CTPS), unless that person has specifically consented to your calls. You can call a number if it is not listed on the TPS or CTPS. So you need to screen call lists against the TPS and CTPS. You must always allow your number to be displayed.
What are the rules on making live calls?
The rules on live marketing calls according to the regulations are in short, you must not make unsolicited live calls to:
- anyone who has told you they don’t want your calls; or
- any number registered with the TPS or CTPS, unless the person has specifically consented to your calls – even if they are an existing customer.
You must always say who is calling and where you are calling from. Be prepared to provide your contact address or your own phone number if asked. You cannot leave DUS office details or number without permission specified in writing because as independent introducers of business you do not work directly for the company, As we cannot monitor calls you make we cannot take responsibility for them. We recommend that you use your DUS email account as you have unique access to it.
You can also make live calls without consent to a number if it is not listed on the TPS – but only if that person hasn’t objected to your calls in the past. If a customer requests it, their details must be removed from any list you have and not contacted again. Any complaints received will be dealt with in the strictest manner.
Electronic Mail -
The term ‘electronic mail’ has an intentionally broad meaning that includes new forms of messaging. It is defined as:
"any text, voice, sound or image message sent over a public electronic communications network which can be stored in the network or in the recipient’s terminal equipment until it is collected by the recipient and includes messages sent using a short message service"
What are the rules on electronic mail marketing?
- The rules on electronic mail marketing as defined in the regulations are, in short, you must not send electronic mail marketing to individuals, unless:
- they have specifically consented to electronic mail from you; or
- they are an existing customer who bought (or negotiated to buy) a similar product or service from you in the past, and you gave them a simple way to opt out both when you first collected their details and in every message you have sent.
- You must not disguise or conceal your identity, and you must provide a valid contact address so they can opt out or unsubscribe.
General Literature
No literature, marketing materials or stationary can be created, distributed or used on social media which incorporates the DUS logo or company details without prior written approval of the directors.
As directors we take the development and the image of the brand seriously to benefit everyone. Therefore any incorrect use of the company brand can prove damaging to the company and have possible legal repercussions for any representative doing so.
If you wish to use the DUS logo and branding you will need to get this approved by a director before sending it out to potential or existing clients.
To get items approved please send your proposed marketing materials, emails or letters to marketing@dus-ltd.co.uk and allow 5 working days for us to approve items.
Be respectful in all aspects when contacting with businesses including -
The time that you communicate with an individual - (as a rule, we suggest between the hours of 8am and 6pm, though some businesses operating hours may vary.)
The wording of all communication. We do not promote mass sales correspondence or spam content being sent to individuals or businesses.
All advertising or posts on social media with any correspondence or relation to Diverse Utility Solutions must be pre-approved before posting.
All advertising or information sent out to businesses must conform to our policies and never make a guarantee or quotation that isn’t already in company literature.
All email marketing campaigns must be pre-approved before they are active.
All communication must fall within the guidelines of the Information Commissioners Office (See below).
