Use of Norwegian Mobile Numbers by Contact Centers: Guidance from Nkom

Background and Purpose

The Norwegian Communications Authority (Nkom) oversees compliance with the Electronic Communications Act and related regulations. The main goal is to ensure that users across Norway have access to secure and reliable electronic communication services. In recent years, the rise in digital fraud—especially through number spoofing—has undermined trust in Norwegian phone numbers. Spoofing involves the illegitimate manipulation of phone numbers, making calls appear as if they come from trusted sources.

To combat this, Norwegian mobile network operators, in collaboration with Nkom and the National Expert Group Against Digital Fraud, established a digital shield in November 2024. This system has already blocked over 80 million fraudulent attempts using spoofed Norwegian mobile numbers, significantly restoring trust in these resources.

Problem: Contact Centers Using Mobile Numbers

Nkom has observed that some contact centers use mobile numbers as their outgoing caller ID. This is often done because calls from mobile numbers tend to have a higher answer rate. However, Nkom clarifies that call centers and similar organizations are not permitted to use 8-digit mobile numbers for outgoing calls.

Who Does This Apply To?

The restriction applies to organizations engaged in large-scale, phone-based activities, including:

• Sales and marketing
• Opinion surveys
• Information gathering

This includes both companies acting on their own behalf and those operating on behalf of others.

Legal and Regulatory Basis

Not in Accordance with Regulations

According to the Number Regulation (§ 3 letter g), a mobile number is defined as a number from the national numbering plan used for mobile telephony services with additional features. For a service to qualify as a mobile telephony service, it must provide:

• Both incoming and outgoing voice services
• SMS functionality
• Data services
• Mobility comparable to standard mobile services

Using mobile numbers solely as display numbers for sales or marketing calls, especially via dialing software, falls outside this definition.

Efficient Use of Number Resources

Providers granted access to number resources must use them efficiently. Mobile numbers are a limited societal resource, tailored to Norway’s population size. The series is not scaled for extensive use beyond mobile telephony. Practices such as frequently changing mobile numbers to bypass call filters are considered inefficient and not in line with regulatory requirements.

Impact on Trust and Digital Services

Improper use of mobile numbers by call centers undermines trust in these numbers as identifiers in electronic communication. End users may block mobile numbers used by call centers, complicating the recycling and reassignment of these resources. Mobile numbers are also crucial for services like two-factor authentication and one-time codes. Uncertainty about their use can negatively affect digital innovation and security.

What Numbers Should Call Centers Use?

Call centers should use:

• Landline numbers (fixed network numbers)
• Special numbers, especially 5-digit numbers or numbers from the 815 series

Advantages of Special Numbers

• Easily recognizable by recipients as business or organizational calls
• Since 2019, calls to 5-digit numbers are regulated to cost no more than regular calls to mobile numbers
• Administrative processes for obtaining, changing, or terminating 5-digit numbers are now automated, making them easier to manage
• There are currently about 7,400 available 5-digit numbers

Landline numbers are also widely available, with over 19 million unused numbers.

Additional Consumer Protection

According to the Marketing Act (§ 14, second paragraph), it is forbidden to conduct telephone marketing to consumers from hidden or unregistered numbers. The number used must be searchable and accurately reflect the real call center operator. This is to ensure transparency and consumer protection.

Enforcement and Contact

Nkom, in cooperation with the Consumer Authority, may conduct inspections to ensure compliance. For questions, contact the officials listed in the letter.

Summary Table

Conclusion

Nkom’s clarification aims to protect the integrity of Norway’s numbering resources, ensure efficient use, and maintain trust in electronic communications. Contact centers must adapt by using approved number types for their operations and comply with both telecommunications and marketing regulations.