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The Mobile Marketing Association’s (MMA) Consumer Best Practices (CBP) Guidelines provides a guide to implementing shortcode programs, Interactive Voice Response (IVR) and off-deck WAP sites in
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01
Review the Consumer Best Practices Guidelines document thoroughly.
02
Identify the specific sections relevant to your business or organization.
03
Gather necessary data and information needed to complete the guidelines.
04
Fill out each section accurately, ensuring compliance with industry standards.
05
Use clear and concise language throughout the document.
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Who needs Consumer Best Practices Guidelines?

01
Businesses involved in consumer-facing services or products.
02
Organizations looking to enhance consumer trust and transparency.
03
Regulatory bodies that require compliance with consumer protection standards.
04
Consumer advocacy groups looking to ensure best practices are followed.
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Page 3 5.2.1 MAINTAIN AND CONSPICUOUSLY DISPLAY A CLEAR, EASY-TO-UNDERSTAND. PRIVACY POLICY. 5.2.2 IMPLEMENT REASONABLE PHYSICAL, ADMINISTRATIVE, AND TECHNICAL SECURITY. CONTROLS TO PROTECT AND SECURE CONSUMER INFORMATION. 5.2.3 CONDUCT REGULAR SECURITY AUDITS.
CTIA supports those requirements, but has even more specific regulations that all U.S. businesses must follow when running SMS marketing campaigns. Under their regulations, customers must be able to opt out of any messaging campaign by using any of the following keywords: STOP, END, CANCEL, UNSUBSCRIBE, and QUIT.
Consumer vs Non-Consumer The messaging industry identifies wireless or mobile numbers not used for business or commercial purposes as Consumer usage. All messaging through cloud communication providers like Dialpad is considered non-consumer messaging and is subject to A2P 10DLC requirements.
Often referred to just as “texting,” SMS and MMS are the communication protocols that make it possible to send texts over cellular networks. The main difference between the two, as demonstrated above, is that MMS enables multimedia messages in addition to pure text, as well as extended character limits.
Consumer messaging These types of messages are sent by individuals directly to other people from their handsets. Consumer messages travel through SPAM filtering systems meant to block non-consumer messages our subscribers did not request, especially those messages with fraudulent or other harmful intent.
CTIA supports those requirements, but has even more specific regulations that all U.S. businesses must follow when running SMS marketing campaigns. Under their regulations, customers must be able to opt out of any messaging campaign by using any of the following keywords: STOP, END, CANCEL, UNSUBSCRIBE, and QUIT.
Opt-out message text templates To opt-out of message communications from us, reply STOP. If you want to stop text messages from [company], simply respond END to opt-out. Change your mind? Just reply STOP and we won't text you again.
Consumer vs Non-Consumer The messaging industry identifies wireless or mobile numbers not used for business or commercial purposes as Consumer usage. All messaging through cloud communication providers like Dialpad is considered non-consumer messaging and is subject to A2P 10DLC requirements.
If incurred for family or household purposes such as divorce, child custody, and support obligations, they will most likely be considered consumer debt. If they are incurred in connection with business disputes, they are non-consumer or business debt.

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Consumer Best Practices Guidelines are a set of recommendations and standards designed to help organizations and businesses improve their consumer interactions and ensure customer satisfaction.
Organizations and businesses that engage with consumers and are governed by certain regulations may be required to file Consumer Best Practices Guidelines, depending on industry norms and applicable local laws.
To fill out Consumer Best Practices Guidelines, organizations should gather all relevant consumer interaction data, follow the specified format, and provide accurate information in each required section to ensure compliance and transparency.
The purpose of Consumer Best Practices Guidelines is to establish a framework for organizations to follow in order to foster trust, enhance consumer protection, and improve overall service quality.
Information that must be reported typically includes consumer interaction metrics, complaint resolution procedures, adherence to privacy standards, and other relevant consumer engagement statistics.
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