Carrier consent audits

What is a carrier consent audit?

A carrier consent audit is an investigation of a messaging campaign where a downstream peer or carrier requests a message sender to provide proof that opt-in was collected for a set of receiving phone numbers. 

What may cause a carrier consent audit?

High volumes of customer complaints and opt-outs could be an indication of poor sending practices or that the opt-in data may be in question. Message sender should receive written permission from an end user before the business sends them a text message. Proof of consent can be requested anytime, even during a message-blocking event. Therefore, it's important always to keep a record of opt-ins/outs handy to satisfy the audit. If proof can't be provided in a timely fashion, campaigns are subject to being blocked and/or suspended. The suspension could come from the carrier directly or as a result of a consent audit they request.

Specifically, if opt-out rates exceed 0.5%* in a 24 hour period for a particular campaign or number, you can expect to complete a consent audit to prove that your campaign is in compliance and appropriately collecting opt-in. If a campaign or number receives opt-outs in excess of 4%*, the campaign or number in question may be suspended and an RCA and consent audit will be required.

*The daily opt-out rate is defined as the total number of unique consumer phone numbers divided by the unique opted out consumers that were sent messages in a 24 hour period.

What happens if I get notified of a carrier consent audit?

If you get notified of a carrier consent audit, a carrier will provide the following information:

• Source TN: Sending telephone number (TN) that is receiving a consent audit
• Destination TN(s): A handful of TNs that received messages from the above source TN

• Please provide the following information for the above TNs:
  • Method of opt-in, which could include website, form submission, or any generally accepted method of opt-in
  • Date of opt-in
  • Time of opt-in
  • IP address (if applicable)
  • Any other opt-in details available from your customer

You must respond and provide the above information within 24 hours of when Bandwidth sends you a notice. We recommend keeping your contact information up to date with us to ensure you're notified in a timely manner. 

After 24 hours, if you haven't provided the requested information, the impacted campaign(s) may be blocked and/or suspended. The phone number(s) associated with the suspended campaign(s) will no longer be registered and will be blocked from sending entirely.

Note: If your campaign is suspended, you must re-register it with The Campaign Registry (TCR).