# Frequency of contact

We have limits on how often we contact you. Here are the rules the platform actually enforces.

## Calls

* **Hours: 8 am to 9 pm** debtor-local time. The voice scheduler explicitly blocks calls outside that window (and refuses to call at all if it can't determine the debtor's timezone).
* **State-level call-frequency caps** apply where the state has one in `config/compliance/states.json`. See the state-specific section below.
* **Federal Regulation F's 7-calls-in-7-days rule** is not enforced as a global default in the current engine — it's enforced only where a state's `call_frequency_limit` field is set.

## Emails

* The platform runs a structured **email sequence** scheduled in the `EmailSequence` table. The sequence advances on the worker's tick when `next_send_at` is due.
* If you reply, the sequence dispatcher inspects the reply intent and either pauses the sequence (`dispute`, `unsubscribe`, `cease_all_contact`) or continues.
* If a send fails (e.g. Postmark 5xx), the sequence pushes `next_send_at` out by 30 minutes instead of advancing — you don't get spammed because of an upstream incident.

## SMS (text messages)

We do **not** currently send SMS.

## When we'll stop contacting you

The platform stops or pauses contact in these situations:

| Situation                                                         | Effect                                                                                                                              |
| ----------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------- |
| You request a cease (`cease_all_contact` intent)                  | Both `email_opt_out` and `call_opt_out` flip to True; all active sequences pause to `paused_opt_out`; scheduled calls are cancelled |
| You unsubscribe by email                                          | `email_opt_out` flips; email sequences pause. Call channel stays open per PRD §6.5                                                  |
| You open a dispute                                                | Placement moves to `disputed`, outreach pauses                                                                                      |
| You disclose bankruptcy on a call                                 | Outreach halts immediately under 11 U.S.C. §362                                                                                     |
| You name attorney representation on a call                        | Direct contact stops under FDCPA §805(a)(2)                                                                                         |
| The placement is past the statute of limitations in MS, NC, or WI | Hard stop — collection on extinguished debt is unlawful                                                                             |
| The creditor recalls the placement                                | Stop all activity                                                                                                                   |

## Specific state caps

Only states with a `call_frequency_limit` set in `config/compliance/states.json` get an enforced numeric cap. As of the current config:

| State                      | Cap                                     | Source field                                                                   |
| -------------------------- | --------------------------------------- | ------------------------------------------------------------------------------ |
| California                 | 7 calls / 7 days                        | `call_frequency_limit: 7`, `call_frequency_window_days: 7`                     |
| NYC (5 boroughs, NY state) | 3 contacts / 7 days across all channels | NYC SHIELD overlay, effective 2026-09-01 (`nyc_shield_contacts_per_7_days: 3`) |

All other states have `call_frequency_limit: null` in the config today — meaning no engine-enforced numeric cap. The federal 7-in-7 standard still applies as a matter of practice but isn't gated by code.

Other state-level signals the engine tracks:

* **Mini-TCPA** (currently FL, OK, TX) — forces consent collection before recording / autodialing.
* **All-party recording consent** (CA, CT, DE, FL, IL, MD, MA, MT, NV, NH, PA, WA) — see [Recording consent by state](/for-debtors/compliance-and-rights/recording-consent-by-state.md).

## How we count

The scheduler treats call attempts and connected calls separately; voicemails (where allowed by `voicemail_disclosure_allowed`) count as attempts.

***

Last reviewed: 2026-05-12 by Compliance Lead. **TODO: external counsel review.**


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