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What is Your Process for Handling Revocation of TCPA Consent?

September 27, 2018

Reading our blog posts, you might think TCPA consent is the only topic we cover. After all, we just talked about a court ruling regarding a customer who orally revoked consent.

But here is why you should keep reading, even if you’re tired of hearing about it:

Not doing this right could cost you thousands or even millions of dollars.

You must have a system in place to capture, track and report any patient/customer/debtor who revokes consent. Is your company that organized? If so, kudos!

Many businesses get the TCPA consent form signed up front with the paperwork and file it away. You think you’re all done. The tricky part is that revocation can be in any form, verbal or written to any of your staff. The real challenge: someone can just casually mention it in conversation and that counts as a revocation.

What process do you have in place so that ALL of your team members know to pass that information along to the rest of your team and business partners? There is no formal way that customers are required to comply when they revoke consent.

The message of revocation needs to be constant among your team or the action won’t happen. That means a big lawsuit against you, your third-party vendors (like us!) and others.

Set Up a TCPA Revocation System

The system you set up will vary based on the size of your company and your processes. But here are some tips:

  • Education is crucial!
    Training your employees about the importance of consent and revocation is key! If they aren’t understanding the importance of both side of this coin, it’s going to cost you — in more than coin!
  • Document Everything!
    Ensuring that consent is obtained during every communication with your consumer and documenting that consent is vital in the event that consent is ever called into question.

If you have questions about TCPA consent and your processes, please contact us for more information.

Affiliations Audits & Achievements

  • HFMA: Healthcare, financial, management, association
  • AAHAM: American Association of Healthcare Administrative Management
  • ACA International

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