Article 24-bis of Decreto-Legge 83/2012 approaches the contact centre from an angle no other Member State has adopted. It is not a service quality regime; it is a transparency and choice regime, directed at offshoring.
Three obligations follow from it. An undertaking that relocates call centre activity outside the Union must give prior notification. A call originating outside the Union must disclose the country it comes from. And the customer must be able to ask, during that same call, to be transferred to an operator located in Italy or in another Member State.
The three obligations
Prior notification
Advance notification, to the competent Italian authorities, of the relocation of call centre activity outside the Union.
Disclosure of origin
The consumer must be informed of the country from which the call originates, where that country is outside the Union.
Right to an EU-based operator
The consumer may ask, during the same call, to be transferred to an operator located in Italy or in another Member State.
Italy operates a public objection register — the *Registro Pubblico delle Opposizioni* — which since 2022 covers national fixed and mobile numbers. Operators must register with the system, submit in advance the lists of numbers they intend to call, and consult monthly and in any event before each promotional campaign.
This is a stricter duty than the Portuguese one, under which «monthly» qualifies the authority’s updating of the register rather than the promoter’s consultation of it. An operation applying the Portuguese practice in Italy is under-consulting.
What this site addresses
Each has a concrete answer on the solutions page.
Origin not disclosed, transfer not available
Calls to Italian consumers originate outside the Union and the script says nothing about it, nor does the routing allow a transfer back into the Union during the same call.
View solutionObjection register consulted on the Portuguese cadence
The operation consults the register periodically, as its home practice requires, rather than monthly and before each campaign as the Italian rule requires.
View solutionServices
Bounded products, with defined scope, method and deliverables.
Multi-Jurisdiction Exposure Assessment
Determination of which national regimes apply to an operation serving more than one Member State
SpecificationOutbound and Direct Marketing Compliance
Lawful basis of each contact, opt-out registers, calling hours and scripts
SpecificationOutsourcing Governance for Customer Service
Contractual chain, propagation of obligations and verification of the provider
SpecificationWhere to go next
Framework
The subject matter, the applicable regime and what has changed in recent years.
ReadMarket
Who is covered, by category of undertaking, and with what priority.
ViewTraining
Training paths on the applicable regulatory framework.
View programmesFAQ
The questions that always come up, answered with a source.
ConsultDiscuss your case
A concrete question gets a concrete answer. Enquiries are routed directly and answered within three working days.