Legal
CASL Compliance
Last updated: May 14, 2026
What Is CASL?
Canada's Anti-Spam Legislation (CASL) prohibits sending commercial electronic messages (CEM) including SMS texts and emails to recipients without their consent. It also requires that every message clearly identify the sender and provide a working opt-out mechanism.
CASL applies to all businesses operating in Canada or sending messages to recipients in Canada, regardless of where the message originates.
How Crisp Services Obtains Consent
We operate under two forms of CASL-recognized consent:
Express Consent
The recipient has clearly and explicitly agreed to receive automated messages from the business — for example, by checking a consent box at booking, or by signing a service agreement that includes communication consent.
Implied Consent
The recipient initiated contact with the business (e.g., placed a phone call) and the automated response directly relates to that inquiry. Under CASL, this constitutes implied consent for a limited period. Crisp Services uses implied consent only for immediate missed-call follow-up messages.
What Every Message Includes
Every automated commercial message sent through Crisp Services contains:
- Sender identification — the name of the specific business sending the message, not just "Crisp Services."
- Contact information — a way to reach the business directly.
- Opt-out mechanism — clear instructions to reply STOP to end all future messages from that business.
Example opt-out language included in messages: "Reply STOP to unsubscribe."
How We Handle Opt-Outs
- STOP requests are processed immediately and automatically upon receipt.
- The opted-out number is permanently blocked from future messages from that business.
- Opt-out records are maintained indefinitely to ensure the request is honoured even after system changes.
- We do not send a confirmation message after STOP unless the recipient requests one, to avoid sending an unwanted message.
To submit an opt-out request directly, see our Opt-Out page.
Record Keeping
Crisp Services maintains records of:
- The basis of consent for each message campaign (express or implied).
- The date and time of consent where applicable.
- All opt-out requests and the date they were processed.
- Message logs for a minimum of 12 months.
These records are available to regulators upon lawful request.
Client Responsibilities
Businesses using Crisp Services are responsible for ensuring they have obtained appropriate consent from their customers before those customers are added to any automated messaging workflow. Crisp Services provides the infrastructure and tools — the legal relationship with the end recipient is between the client business and that recipient.
Clients who knowingly add contacts without consent may have their service suspended.
Questions or Complaints
If you believe you have received an unsolicited message sent through Crisp Services infrastructure, or if you have questions about our CASL practices:
Email: inquire@crispservices.ca
We will investigate and respond within 5 business days.
You may also file a complaint with the Canadian Radio-television and Telecommunications Commission (CRTC) at fightspam.gc.ca.