Israel Mandates Businesses to Record Customer Calls and Provide Recordings on Demand

Israel's Consumer Protection Authority has announced a significant amendment to the Consumer Protection Law requiring businesses to record telephone conversations with customers and provide these recordings upon request. The new regulation aims to enhance transparency and reduce disputes between consumers and businesses by allowing exact verification of what was said during calls. The full law will come into effect in eight months, but the obligation to retain existing recordings is already in force to prevent premature deletion of information.

The amendment applies to various types of transactions, including sales of non-food goods costing 750 shekels or more initiated by marketing calls, loan brokerage services, financial asset location services, medical rights checks, tax refund eligibility services, telecommunications services, credit data correction, and gas supply. Failure to record and provide the requested call recordings will legally be considered an admission of the consumer's claims.

The legislative initiative was led by Knesset members Merav Cohen, David Bitan (Chairman of the Economic Committee), and Iman Khatib-Yasin. The Consumer Protection Authority emphasized that the law will revolutionize telephone interactions between businesses and customers by ensuring accountability and clarity in commercial communications.