Frequently asked questions
FAQ for the citizen
Why do I receive unsolicited marketing calls?
You may legitimately receive marketing calls if:
- your telephone number published in the telephone directories has not been registred to the RPO
- you have granted a consent after the registration to the RPO
- the calling party is a company you have a contract with (or the contract has expired for less than 30 days)
Registering to the RPO you can avoid the calls listed in the first point, while with the renewal of your registration you can avoid the calls listed in the second point.
Why should I subscribe to the RPO?
Subscribing your phone number to the service expresses your opt-out right to telemarketing calls and/or named paper advertising, and at the same time it cancels any telemarketing consents you have previously given for the processing of users via telephone calls (with or without the intervention of a human operator). After registering to the service you can receive only commercial calls from companies you have a contract with or you will have granted a consent to.
What rights do I acquire by subscribing to the RPO?
By subscribing to the RPO, the following rights are acquired:
- Opt-out right to telemarketing (sending advertising material, direct sales, commercial communication, carrying out market research)
- Cancellation of previously issued telemarketing consents for the processing of numbers by telephone call (with or without the intervention of a human operator)
- Prohibition of communication to third parties, transfer and dissemination of personal data of subscribers to the Public opt-out registry, by the data controller for the performance of telemarketing not related to the activities, products or services offered by the data controller
Who can subscribe to the RPO?
The service is reserved for “telephone contractors”, i.e. any natural or legal person, entity or association that is party to a contract with a provider of publicly accessible telephone services for the provision of such services or recipient of such services, including by means of prepaid cards.
Can I subscribe mobile phones to the RPO?
Yes, with the extension of the service to all national numbers you can also subscribe mobile phones to the RPO.
What numbers can I subscribe to the RPO?
With the new RPO, the scope of the service was extended to all national fixed and mobile numbers, even those not listed in public telephone directories. Thus, reserved fixed numbers, public fixed numbers and mobile phones can be subscribed to the RPO.
Can I subscribe my postal address to the RPO too?
Yes, if the traditional postal address you intend to subscribe to the RPO is published in public telephone directories in association with your telephone number. Opt-out right to named paper advertising expressed via the RPO is only valid vis-à-vis postal marketers who use public telephone directories as their source of contacts. Any consents for the receipt of named paper advertising granted prior to the subscription of the postal address remain active.
What difference is there between Telephone RPO and Postal RPO?
“Telephone RPO” applies to marketing calls, while “Postal RPO” is effective to direct mail marketing to addresses listed in the public telephone directories.
Shall the telephone number I am going to register to the RPO be published in the telephone directories?
No, you may register to the Telephone RPO also telephone numbers (landlines and mobiles) which are not published in the telephone directories. On the other hand you are going to register to the Postal RPO it’s mandatory that your telephone number is published in the telephone directories.
How can I subscribe to the RPO?
You can subscribe one or more telephone numbers to the RPO by three modes: web, telephone and e-mail.
- To subscribe via Web: 1) access the “Subscribe” feature, selecting the identification method, if any; 2) enter up to five telephone numbers; 3) prove the availability of these numbers by calling the appropriate RPO number that will be shown on the electronic form; 4) express your right to opt-out.
- To subscribe by telephone: 1) call the free-phone number 800 957 766 in the case of fixed users or 06 42986411 in the case of mobile users from the number you wish to subscribe; 2) follow the instructions of the automatic responder to express your right to opt-out. In case of difficulty, the call will be forwarded to a human operator.
- To subscribe by E-mail: 1) fill in the RPO form with the required data; 2) save the form without changing its format; 3) send the completed RPO form to email@example.com; 4) prove the availability of the indicated users by calling the appropriate RPO number, which will be communicated by e-mail.
Can I subscribe to the RPO on behalf of another person?
Subscription to the RPO must be carried out by the holder of the telephone line concerned.
Does RPO subscription have a cost?
The service is completely free for citizens and has no charges or costs for the state..
What do I need in order to subscribe to the RPO?
In order to subscribe your number to the RPO, no documentation is needed, you only need to communicate your phone number and prove that you own it. This is why during the subscription process via web and e-mail you will be asked to make a call from the phone number you intend to subscribe to one of our dedicated numbers, which will receive the call and hang up without answering it. On the other hand, the availability of the number does not have to be proven if you use the telephone mode for the RPO subscription, as the call must already come (unencrypted) from the number concerned.
When can I subscribe to the RPO?
You can subscribe to the RPO at any time, regardless of the time of day and even on public holidaystinzioni di orario ed anche nei giorni festivi.
Why does the system allow me to register to the Telephone RPO, but not in Postal RPO?
Every Italian telephone number, landline or mobile, may be registered to the Telephone RPO, while registration to the Postal RPO is allowed only to telephone numbers listed in the telephone directories and to their linked postal addresses.
The reason of this approach is that registration to the Telephone RPO is effective to the commercial calls from companies using every Italian telephone number, while the registration to the Postal RPO is effective only to companies using for marketing porpose postal addresses listed in the telephone directories. Companies are allowed to send commercial communications by mail to postal addresses registered to the Postal RPO only if they have granted specific consent.
When will the subscription request to the RPO be managed?
The subscription request to the RPO is managed within one working day. You can verify the status of your telephone number calling the toll-free number 800 957 766 from land-line or 06 42986411 from mobile. You shall call (with calling line identification presentation) from the relevant telephone number. Otherwise, you can access online to “Manage subscription”, indicating your telephone number and “Registry Code” assigned during the subscription request to the RPO via web and email.
When does subscription to the RPO become effective?
The operators have maximum 15 days for register new subscriptions to the Telephone RPO and 30 days for register new subscriptions to the Postal RPO.
How long does the subscription to the RPO last?
Subscription to the RPO of the telephone number and/or of the corresponding postal address (if in the public telephone directories) is for an indefinite period of time and ceases only in the event of cancellation of the subscription by the telephone line holder in the case of a Telephone RPO or cancellation from the public telephone directories in the case of a Postal RPO.
Does the subscription to the RPO really last for one day?
Subscription to the RPO does not expire: it is indefinite and it is not necessary to renew it periodically. The objection revokes the consents that were granted for telemarketing prior to the registration date. The only calls you may receive after subscribing to the RPO are those from the companies:
- which you have provided specific consent to in the context of active contracts with a continuity character or terminated for less than 30 days, such as your telephone or energy operators (it is possible to cancel the consent to marketing also to these companies by contacting them directly and not through the RPO);
- which you have given specific consent to after the date of subscription to the RPO.
Therefore, if after the subscription to the RPO you do not grant any further consent to commercial calls, there is no need to renew the subscription; if, on the other hand, you realize that you have granted consents to marketing calls and you are not interested in receiving them, you can proceed with the renewal of your subscription (by accessing the Manage subscription page), which will cancel the new consents.
Does the subscription to the RPO need to be renewed?
If after subscribing to the RPO you have not granted new consents to marketing calls (for example during registration for online services or the communication of your personal data for offers or coupons), there is no need to renew the registration.
What does “proving the availability of the number” mean?
When subscribing to the RPO, the telephone contractor must communicate the telephone number he/she intends to subscribe and prove that he/she owns it. Without such verification, the subscription application will not be taken into account. For subscription via web and e-mail the contractor, on the other hand, in order to prove the availability of the number, must call the appropriate RPO numbers that will be communicated during the subscription procedure (the call will be ended and the operation can continue); for subscription via the telephone mode, the subscription application call must be received (unencrypted) from the relevant number.
Can I subscribe several telephone numbers to the RPO?
You can subscribe to the service all telephone numbers in your name. Using the web and e-mail modes, it is possible to subscribe up to 5 numbers at the same time, while with the telephone mode it is possible to subscribe one user at a time, repeating the operation as many times as necessary.
Can I transfer my RPO subscription to another phone number?
No, the exercise of the right to opt-out and withdraw consent to telemarketing calls applies to the specific telephone number subscribed. Therefore, if you change your number, you will have to re-subscribe to the RPO.
How can I check whether my RPO subscription was successful?
To find out whether your RPO subscription application was successful, you can call our free-phone number from the next day 800 957 766 from a landline or 06 42986411 from a mobile phone. The call must come (unencrypted) from the telephone number for which you have applied for subscription. Alternatively, you can access the web form “Manage subscription”, indicating your user name and the “Registry Code” that was assigned and communicated to you when you applied for subscription.
How do I manage my RPO subscription?
In order to use the new “Renewal”, “Selective Revocation” and “Cancellation” features, you can manage your RPO subscription via three modes: web, telephone and e-mail.
- To manage subscription via Web: 1) access the “Manage subscription” feature, selecting the identification method, if any; 2) enter the telephone number for which you intend to operate and the “Registry Code” assigned to you during subscription (the “Registry Code” is not required if you have identified yourself via SPID); 3) choose the features available to manage your subscription.
- To manage subscription by telephone: 1) call the free-phone number 800 957 766 in the case of fixed users or 06 42986411 in the case of mobile users; 2) follow the instructions of the auto responder to choose the features available to manage your subscription. In case of difficulty, the call will be forwarded to a human operator.
- To manage subscription by E-mail: 1) Fill in the RPO “Renewal” form or “Cancellation” form with the telephone number from which you intend to manage the subscription and the “Registry Code” assigned to you (the feature “Selective revocation” is available by web and telephone modes); 2) save the form without changing its format; 3) send the completed RPO form to firstname.lastname@example.org.
What is the “Registry code”?
The “Registry Code” is a numerical code associated with the telephone number subscribed to the service and/or with the postal address, if any, which represents a form of protection for the user against unauthorised access to his or her data and which allows the telephone contractor to access the management of the subscription without having to prove the availability of the number again. The Registry Code is associated with the subscription operation and is valid for 90 days. It is required to manage the subscription via web and e-mail. If you have not saved it during the subscription application process or if it has expired, you can generate a new one by calling from the relevant phone number our free-phone number 800 957 766 from a landline or the number 06 42986411 from a mobile phone.
What is “Renewal” of RPO subscription?
The “Renewal” feature allows you to renew your subscription to the service, by cancelling any consents to telemarketing calls issued in the period between the date of the previous subscription and that of renewal. Requests are handled within one working day. The renewal of the subscription is fully effective 15 days after it has been handled.
What is “Selective revocation”?
The “Selective Revocation” feature offers the possibility of selectively revoking the opt-out right to certain telemarketing operators subscribed to the RPO to verify their contact lists from which you may receive telemarketing calls and/or named paper advertising. Requests are handled within one working day. A selective revocation is fully effective 15 days after it has been handled (30 days in the case of a selective revocation relating to named paper advertising). Consents to telemarketing calls cancelled since the previous subscription remain cancelled.
Why, when I apply for subscription renewal, does the system warn me if i want to keep the operators in selective revocation mode?
Because, at the time of the subscription renewal application, there are operators for whom you have selectively revoked the opt-out right and for whom the number is not subscribed to the RPO. If you confirm to keep the option, for these operators the user will continue to appear as not subscribed to the RPO, while for all the others the consent to process the user by telephone call (with or without the intervention of a human operator) will be cancelled until the actual renewal date. If, on the other hand, you choose to cancel the list of operators under selective revocation, the number will be subscribed for all operators who consult the RPO, cancelling all consents given up to the effective renewal date for the processing of the user by telephone call (with or without the intervention of a human operator).
How can I cancel my RPO subscription?
You can cancel your RPO subscription from the electronic “Manage subscription” form or via telephone or e-mail. The “Cancellation” feature removes the subscription of your telephone number from the Public opt-out registry and your number thus becomes contactable again by operators for telemarketing offers, on the understanding that consents cancelled with the previous subscription remain cancelled.
I am already subscribed to the previous RPO: do I have to do anything to be subscribed to the new service as well?
The numbers present in the RPO when the new service was launched were automatically transferred to the extended RPO for all national numbers. However, since there is no explicit request from the citizen, previous consents are not revoked, and the user can cancel them via the “Renew subscription” feature, in order to benefit fully from all the rights acquired by subscribing to the new RPO.
Why does my reserved landline number appear on the RPO despite the fact that i have not applied for it?
The Regulation governing the service stipulated that fixed numbers not included in public telephone directories, also known as “reserved” numbers, are automatically subscribed to the new RPO. However, as there is no explicit request from the citizen, previous consents are not revoked, and the user can cancel them through the “Renew subscription” feature, so as to fully benefit from all rights acquired with the new RPO subscription.
By subscribing to the RPO, will I no longer receive marketing calls?
After 15 days of subscription to the service, you will only be able to receive authorised calls within the framework of contracts that have been in force or terminated for less than 30 days (e.g. from the telephone and energy sector) or calls from operators to whom you have given your consent after the date of subscription or last renewal of subscription.
Why do I receive marketing calls despite being subscribed to the RPO?
As provided for in the Regulation governing the RPO, after subscription for the service you may only receive authorised calls within the framework of contracts that have been in force or terminated for less than 30 days (e.g. from the telephone and energy sector) or calls from operators to whom you have given your consent after the date of subscription or last renewal of subscription. If you suspect a violation of the RPO, follow the procedure in the “Know your rights” section of our website. In the case of activation of unsolicited services in the field of electricity, gas and water services by telephone, further information for the protection of one’s rights can be found on the website “Difenditi così”, the consumer campaign against aggressive teleselling, promoted by AGCM (Italian Competition Authority) and ARERA (Regulatory Authority for Energy Networks and Environment).
Is RPO subscription also valid for automated calls?
Yes, the subscription to the RPO of the telephone number is also effective on consents given for automated calls.
Is RPO subscription also valid for calls from abroad?
Yes, the subscription to the RPO is effective for the promoters of an advertising campaign, and also for their call centers based outside the national territory.
Does the RPO also apply to SMS and messaging apps?
No, text messages and messaging apps do not fall within the scope of the RPO. Subscription to the RPO only blocks calls from call centers and robocalls.
Is there an RPO to block advertising messages I receive via email?
No, RPO refers to the processing of data for marketing purposes carried out through telephone and mail; currently the regulation of e-mail advertising is not within the scope of our service. Anyway, in general it is necessary to request specific consent for each type of data processing. In addition, newsletters and advertising communications sent by email usually show the unsubscribe link at the bottom of the message, which you can click on to delete your email address from the recipients.
Can I authorise a telemarketing operator to call me after i subscribed to the RPO?
Yes, among the features of the new RPO there is “Selective Revocation” – which you can access from the “Manage subscription” form, as well as via telephone – which offers the possibility of selectively revoking your opt-out right to certain operators subscribed to the RPO to consult your contact lists from which you may receive telemarketing calls. Furthermore, as a result of subscribing to the RPO, you may grant specific consent directly to the operator, authorising him to contact you lawfully for advertising offers.
What is the procedure to follow in case of a suspected RPO violation?
If you suspect a violation of the RPO, follow the procedure in the “Know your rights” section of our website: If, even after the checks we recommend you carry out, you are still convinced of wrongdoing, you can report the violation to the Data Protection Authority (through specific web form) or file a complaint with the judicial authorities.
Who should I contact to report the RPO violation?
The reporting of a violation of the RPO should be addressed to the Data Protection Authority (through specific web form) or you can file a complaint with the judicial authorities. The RPO operator does not have the competence to receive reports of suspected wrongdoing and will not be able to handle them, as the law stipulates that they must be addressed to the competent authorities, which hold inspection powers.
What data do I need to collect to report an RPO violation?
When reporting a suspected violation of the RPO, try to jot down as many elements as possible to make a substantiated report, including for example the telephone number, the time of the call, the client of the campaign, the name or code of the call centre operator, the service offered. The Italian Data Protection Authority has prepared a special web form in which to enter these elements to report the offence.
What are the fines for telemarketers who violate the RPO?
Violation of the right of telephone contractors to opt-out- i.e. non-compliance with the RPO by telemarketing operators – is regulated by the Italian Personal Data Protection Code and by the General Data Protection Regulation (GDPR), which provides for the application of administrative fines of up to EUR 20 million or for companies, up to 4 % of the total annual worldwide turnover of the previous year, whichever is higher.
Do call centres have to use special numbers for citizens to contact them?
Call centres must make calls with unencrypted number, i.e. visible on the display. Operators can choose whether to use the appropriate codes or prefixes identified by the Communications protection authority, i.e. 0843 for calls for statistical purposes and 0844 for advertising calls, or to use callable numbers.
How do I know that the call centre is acting within the law?
There is a special on-line service made available by the Communications protection authority that allows you to check whether the calling number is associated with a call centre operator subscribed to the Registry of Communications Operators (ROC).
I could not find the information i was looking for: who can I contact?
If you did not find the information you were looking for in the Citizen’s FAQ, you can send a request to the references listed in the “Citizen’s contacts” section.