UK rules · checked 5 October 2026

Silent and abandoned calls: Ofcom’s rules for AI diallers

The ICO decides whether you may call. Ofcom decides how the call must behave: no silence, a real caller ID, and no dialling more lines than you can answer.

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This is not legal advice

Campaign legality depends on your audience, permissions, data sources and message. This guide does not approve a campaign or guarantee compliance. Seek qualified advice for your circumstances. Sources checked 5 October 2026; check for later changes before relying on them.

Prevent silence, not just complaints

Ofcom’s January 2026 reminder says calling systems should prevent silent and abandoned calls. Persistent misuse penalties can reach £2 million. This is separate from PECR marketing rules.

The policy in force

The 2016 statement took effect on 1 March 2017. Its enforcement factors are not a permission checklist or a fixed 3% safe harbour.

Timing and information messages

The two-second delay is measured from speech/salutation where voice classification is used; otherwise from pickup.
Repeat misuse within 72 hours without a guaranteed live agent is aggravating; waiting longer is not permission.
Ringing under 15 seconds unless answered, or excessively long, is an enforcement factor.
The information message identifies the caller and attempted contact, supplies a basic-rate opt-out callback and contains no marketing.

Caller ID

General Condition C6 applies to communications providers: supplied CLI must be valid, dialable and identify the caller. Current guidance expects blocking of international calls displaying UK numbers, subject to limited legitimate exceptions. The newly published mobile-number guidance takes effect on 15 July 2027, not now.

Before a launch, ask your provider to verify your actual call route and caller-ID arrangements. A displayed UK number alone is not proof of approval.

Before using FoxEra Calls

Review your campaign, permissions, suppression list and provider arrangements before activation. Do not treat an AI agent, dashboard or this guide as a compliance certificate. Verify your configured behaviour with authorised tests; stop if an answered call is silent.