Frameworks
Attach the ones that apply.
Each framework is written for a market and kept current for you. One Supervisor can carry several — by jurisdiction, campaign or product line.
Québec
AMF · LDPSF · Law 25
Complaint regulation 2025 · AMF AI guideline (1 May 2027)
Life & health · first-contact and licensed agents · inbound and outbound · FR and EN. 27 rules in 9 families.
- AI identity disclosed before turn 3; never claims to be human
- Advice or suitability intent routed to a licensed human, every time
- A request for a human honoured within one turn, or the transfer is forced
- No personal data before identity validation; collection limited to the call
Evidence · full record per call
Canada
CRTC · National DNCL · PIPEDA
OSFI E-23
Unsolicited Telecommunications Rules · E-23 in force 1 Apr 2027 · CCIR fair treatment
Insurance and financial products · first-contact and licensed agents · outbound and inbound · EN and FR.
- Number screened against the National DNCL and the internal list before dialing
- Caller identification, purpose and callback number stated at open; CRTC calling hours
- Consent to collect personal information obtained and scoped before collection
- Opt-out honoured within one turn and written to the internal list
Evidence · DNCL check and consent, per call
United States · Outbound & first contact
TCPA · FCC AI-voice ruling
FTC Telemarketing Sales Rule
FCC ruling Feb 2024 · state AI-disclosure and recording-consent laws
All products · appointment setting, qualification, service · outbound and inbound · EN-US.
- AI identity and recording disclosed in the opening turn
- Consent reference on file before any outbound call to a mobile; no consent, no dial
- Caller identity, callback number and automated opt-out on every call
- Calling window checked against the called party's state; opt-out honoured within one turn
Evidence · consent and opt-out, per call
United States · Medicare Advantage & Part D
CMS Marketing Guidelines
42 CFR 422.2274 · TPMO rules
Medicare Communications & Marketing Guidelines · CY2027 rules in force 1 Oct 2026
Medicare Advantage, Part D · licensed agents and TPMOs · sales, marketing and enrolment calls · EN-US.
- 100 % of sales and enrolment calls recorded; recording verified before close
- TPMO disclaimer delivered in full before any plan benefit is discussed
- Scope of Appointment on file and valid before product discussion
- Plan identified by name before benefits; disclosures confirmed back
Evidence · recordings kept 6 years
United States · Life, Final Expense & Annuities
State insurance codes
NAIC Model #275 · NAIC AI Bulletin
Annuity best interest · replacement and advertising rules by state
Life, final expense, fixed and indexed annuities · licensed agents · sales and advice calls · EN-US.
- Agent licence and appointment valid in the called party's state before any recommendation
- Required disclosures delivered and acknowledged: surrender charges, free-look, replacement
- No guarantees, no misrepresentation of returns or benefits
- Best-interest basis captured before a recommendation
Evidence · disclosures and rationale
United States · Healthcare
HIPAA Privacy Rule
TCPA healthcare exemption
45 CFR 164 · state telehealth and recording laws
Providers, pharmacies, payers · appointment scheduling, intake, refill reminders · inbound and outbound · EN-US.
- Patient identity verified with two identifiers before any health information
- Minimum necessary: the agent asks and discloses only what the call needs
- Outbound content limited to the healthcare exemption unless consent is on file
- Third party or voicemail: nothing beyond what the patient authorised
Evidence · identity check and routing
United States · Collections
FDCPA · Regulation F · TCPA
State collection laws
Third-party and first-party collections · outbound and inbound · EN-US.
- Call frequency within Reg F limits per debt (7 in 7 days; none within 7 of a conversation)
- Mini-Miranda and validation disclosures delivered where required
- No disclosure of the debt to third parties; employer and inconvenient-time rules respected
- Cease-communication and dispute requests honoured within one turn
Evidence · contact history per debt
United Kingdom
FCA Handbook · COBS 9/9A
Consumer Duty · UK GDPR · PECR
FG21/1 vulnerable customers · SYSC records
Pensions and regulated advice · existing clients · annual reviews, appointment setting · EN-UK. 11 obligation domains.
- Firm, purpose, AI status and recording stated in the first sentences
- Identity check completed before any personal information is discussed
- Vulnerability cues end data capture, flag the record, route to a person
- Administrative calls only: no product, no offer
Evidence · kept as suitability records
European Union
EU AI Act · GDPR
Watch only · no package
Monitored for UK and European buyers. No package; obligations mapped as they take effect.
- Transparency obligations for AI systems interacting with people
- Lawful basis and purpose limitation for call data
Evidence · on request
Any jurisdiction
Your own policy
Any product · any agent type · blended with any framework
Your internal policy or script, as rules. Blend it with any framework above.
- Import your policy or script
- Write rules in plain words
- Thresholds and playbooks stay yours
Evidence · same record as every framework
