{
  "id": "CON-088",
  "slug": "con-088",
  "title": "Customer-care contact must be reachable from the point of consent",
  "statement": "The call-to-action must give the consumer a way to reach a person — a support email, phone number, or help page.",
  "rationale": "A consumer who wants to ask a question before agreeing, or to complain afterwards, needs somewhere that is not the messaging channel itself. Where there is nowhere, the complaint goes to the carrier instead, and carrier complaints are the input that throttles a campaign. CTIA lists it as a call-to-action element for that reason rather than as a courtesy.",
  "layer": "CONSENT_FLOW",
  "layerSlug": "consent-flow",
  "object": "consent disclosure text",
  "severity": "HIGH",
  "detectability": [
    "CRAWL",
    "VISION"
  ],
  "failureClass": "TERMINAL_WEBSITE",
  "authorities": [
    "CTIA",
    "T-Mobile",
    "AWS"
  ],
  "applicabilityText": "Applies to every 10DLC registration.",
  "universal": true,
  "remediation": "Add a support email or phone number to the consent block, or link a contact page from inside it. Use the same contact that your HELP auto-reply gives, so the two agree. Done when a consumer can reach you without having joined the programme first.",
  "example": "Questions? Email support@acmecoffee.com or call 415-555-0134. Reply STOP to unsubscribe, HELP for help.",
  "pitfalls": [
    "Pointing only at the HELP keyword is circular for someone deciding whether to opt in — they cannot text HELP to a programme they have not joined."
  ],
  "phase": "approval",
  "automated": true,
  "url": "https://ekas.io/rules/10dlc/consent-flow/con-088/",
  "markdown": "https://ekas.io/rules/10dlc/consent-flow/con-088.md",
  "registry": "https://ekas.io/rules/10dlc/",
  "updated": "2026-07-25",
  "licence": "CC BY 4.0 — https://creativecommons.org/licenses/by/4.0/"
}