New Telephone Billing Rules: How to Adapt Your Business

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In an attempt to increasingly protect consumers from frequent and annoying calls, Anatel continues to update its regulations for collection calls. Since 2022, the agency has focused its efforts on the topic, and we have already covered it in a previous article .

Keep reading to find out what new developments were announced at the last board meetings and in Decision Order No. 26 and their impact on the world of telebilling.

New rules for telephone billing: Anatel abandons code 0304
In addition to the rules previously established for telecollection, such as the mandatory identification of the creditor in the call, prohibition of unsolicited charges, limit on daily calls and deadline for contesting and canceling undue charges, Decision Order No. 26 introduced additional rules.

The main one is the elimination of the use of code 0304 for collection calls . This would previously be the non-geographic code to identify calls in this category, but Anatel determined that code 0303 , already used for telemarketing calls, will now also be adopted for telecollection, donations, sales, etc.

Furthermore, other changes were:

The short call concept now covers calls of up to 6 seconds, regardless of whether the call is disconnected at the origin, destination or sent to voicemail;
User blocking criteria – companies that make more than 100,000 calls per day (by CNPJ and no longer by access code) or more than 85% of the total daily calls.
The precautionary measure for sending reports by companies listed in the Anatel resolution has been extended . There are 3 reports that must be sent: a report of blocked users, a report of traffic on the bahamas phone number list network (this will undergo a change in format, changing from monthly to daily/hourly) and a report of large users (those who make more than 500 thousand calls/month).
Anatel will begin monitoring work with Vivo, Oi, Tim, Claro and Algar, in which it will analyze the CDRs of these providers and may automatically determine the blocking of users.
Creation of the WHO CALLED ME number validation portal . It will be possible to validate whether a given number is linked to the CNPJ of the person calling.
Anatel has determined the creation of OPEN GATEWAY , a shared portal where operators will validate whether the number is linked to the verified CPF/CNPJ. There will be no data enrichment, only validation with “yes or no”.
Stir Shaken is the new model of caller identification and authentication, in which the caller will need to present name/identification, verification icon, “verified” text, company logo and reason for the call.
Important: Companies that adopt the Stir Shaken model will be exempt from using code 0303.