Israel Mandates Recording and Sharing Customer Service Calls to Protect Consumers

The Israeli Knesset approved a significant amendment to the Consumer Protection Law last month, requiring businesses in specified sectors to record all telephone conversations with consumers, retain these recordings, and provide copies upon request. This amendment will officially take effect eight months after its publication in the official gazette, on July 22, 2026. However, the Consumer Protection and Fair Trade Authority has mandated immediate compliance for recordings made since the law's publication, requiring businesses to preserve them according to legal retention periods.

Key obligations include notifying consumers at the start of each call that it is being recorded and that they have the right to receive a copy. Recordings must be kept for two years, or six months if no transaction results from the call. Failure to provide requested recordings in civil proceedings will be treated as an admission of the consumer's version unless the court finds a reasonable justification for the omission.

The law applies to various transactions, including sales of non-food goods over 750 shekels initiated by phone marketing, communication and gas supply services, loan brokerage, financial claims, credit data services, ongoing repair and maintenance contracts, and medical services. The Consumer Protection Authority can demand recordings and impose fines up to 53,070 shekels per violation for corporations and 29,490 shekels for non-corporate entities.

Economy Minister Nir Barkat emphasized that the amendment promotes transparency, responsibility, and effective enforcement, strengthening public trust and reducing disputes. Kobi Zarhyen, head of the Consumer Protection Authority, called it one of the most significant recent reforms in telephone consumer relations, ensuring clarity and accountability in customer interactions.