There is currently no Ontario legislation that specifically prohibits customers from contacting employees on their personal phones outside of working hours. Ontario’s “right to disconnect” requirements under the Employment Standards Act only require certain employers to have a written policy regarding after-hours work communications; they do not ban after-hours contact or regulate communications initiated by customers. However, employers still have general obligations to maintain a safe and respectful workplace and to manage risks related to employee stress, burnout, harassment, and unpaid work.

Although customer contact itself is not illegal, problems can arise if employees feel pressured to respond after hours or if personal contact becomes excessive, intrusive, or abusive. In these situations, employers may face risks related to workplace harassment, psychological safety, or unpaid work obligations. For this reason, it is advisable for employers to establish clear boundaries around customer communications and employee availability.

A recommended approach would be to implement an internal “Right to Disconnect” or “After-Hours Communication” policy. The policy should clearly state that employees are not expected to use personal phones, text messaging, or personal email accounts for customer communications unless specifically authorized. It should also establish that customer communications are to occur only through approved company channels, such as company phone systems, email addresses, or customer service platforms, and that employees are not expected to respond outside their scheduled work hours unless formally assigned on-call duties.

The policy should also include procedures for addressing situations where customers repeatedly contact employees personally or outside business hours. Managers should reinforce these boundaries consistently and avoid encouraging employees to remain available after hours. Additional best practices may include using centralized customer service lines, business mobile devices, or call management systems to better protect employee privacy and maintain appropriate work-life boundaries.

Check out more HRInsider resources on this topic here:
Right To Disconnect Policy
Cellphone Use Policy
What to Include in your Cellphone Use Policy
How to Create a Cellphone Use Policy
Mobile Device Company Policy

-HRInsider Staff