How to Reduce DNC Complaints from Customers

Type: Blog
Topic: Do Not Call Solution

Reducing Do Not Call (DNC) complaints starts with honoring customer preferences and following strict compliance procedures. Most complaints happen when businesses contact people who never consented to be called—or who previously asked not to be contacted again.

The most effective ways to reduce DNC complaints include:

• Scrubbing call lists against national, state, and internal DNC registries
• Verifying consent for every number, especially for autodialed or SMS communications (Note: the TCPA requires prior express written consent for marketing calls or texts to mobile numbers using an autodialer or prerecorded voice.)
• Promptly honoring all opt-out requests
• Using centralized tools that automate DNC compliance across teams and platforms

With a unified platform designed for consent and DNC compliance, PossibleNOW enables organizations to minimize unwanted contact and mitigate the risk of triggering DNC complaints. Our Do Not Call solution integrates with existing systems to manage compliance in real-time, helping businesses stay in alignment with the regulatory demands of both the TCPA and the FTC’s Telemarketing Sales Rule (TSR).

Why DNC Complaints Happen

DNC complaints typically arise when businesses:

• Call numbers on the National or state DNC list
• Fail to suppress reassigned or disconnected numbers (The FCC’s Reassigned Numbers Database helps businesses avoid calling numbers that have changed ownership.)
• Ignore or delay processing opt-out requests
• Contact consumers without proper documentation of consent (Consent records should include details such as the date, time, method of capture, and the exact language shown at the time consent was given.)
• Rely on outdated or improperly sourced third-party leads

What’s important to remember is that consumers don’t always file complaints based on volume—they act when they feel their preferences or privacy have been disrespected.

Impact of Frequent DNC Complaints

The consequences of frequent DNC complaints can be severe:

• Regulatory penalties under the TCPA and TSR
• Class action lawsuits, which can sometimes lead to multi-million-dollar settlements
• Increased scrutiny from regulators and consumer protection agencies
• Reputation damage, reducing brand trust and loyalty

Repeated complaints signal to watchdogs that a company lacks control over its marketing processes, making it a prime target for investigation.

Key Strategies to Prevent DNC Complaints

To reduce complaint volume and maintain compliance, organizations should consider implementing the following strategies:

• Real-time suppression: Regularly scrub all contact lists against the National DNC Registry, state lists, and internal suppression files.
• Consent verification: Confirm express written consent for all marketing calls and texts, especially when using autodialers or contacting mobile numbers. (Consent must be freely given, specific, informed, and documented. Pre-checked boxes or bundled consent may not meet this standard.)
• Immediate opt-out handling: Act on do-not-contact requests without delay across all communication channels.
• Centralized consent tracking: Use systems that document when and how consent was obtained, including disclosure language, timestamp, and channel.
• Compliance training: Educate marketing and call center teams on the nuances of TCPA and TSR compliance.

When marketers operate without verified consent tied to each recipient and use shared leads across brands, they dramatically increase their exposure to complaints and penalties.

How PossibleNOW Helps Reduce DNC Risk

PossibleNOW’s platform is built for companies with complex outreach needs who must maintain compliance across multiple campaigns, business units, and regulatory frameworks. Our TCPA compliance services integrate with enterprise systems to centralize suppression, document consent, and automate scrubbing against DNC lists, reassigned numbers, and known litigators.

By maintaining audit-ready compliance data and preventing unauthorized calls before they happen, PossibleNOW helps organizations reduce DNC complaints while protecting customer trust and campaign performance.

With PossibleNOW, you get the strategic tools needed to operate responsibly and at scale—while protecting your brand from unnecessary exposure.

About PossibleNOW

PossibleNOW is the pioneer and leader in customer consent, preference, and regulatory compliance solutions. We leverage our MyPreferences technology, processes, and services to enable relevant, trusted, and compliant customer interactions. Our platform empowers the collection, centralization, and distribution of customer communication consent and preferences across the
enterprise. DNCSolution addresses Do Not Contact regulations such as TCPA, CAN-SPAM and CASL, allowing companies to adhere to DNC requirements, backed by our 100% compliance guarantee.

PossibleNOW’s strategic consultants take a holistic approach, leveraging years of experience when creating strategic roadmaps, planning technology deployments, and designing customer interfaces. PossibleNOW is purpose-built to help large, complex organizations improve customer experiences and loyalty while mitigating compliance risk.