Article 5: Communication Mechanism with Consumers

No: 106889333

Date(g): 6/3/2025 | Date(h): 6/9/1446

Status: In-Force

Translated Document

When communicating with consumers or their guarantors for collection purposes, creditors must adhere to transparency and disclosure, and comply with the following:

1-	Limit authenticated communication means to:
	1-1	Email.
	1-2	Registered mail (national address).
	1-3	Text messages.
	1-4	Phone calls.
	1-5	The creditor's app or website.
	1-6	Judicial notification.
2-	Provide the consumer with the necessary communication-related information, including:
	2-1	Creditor's name and the department concerned with collection, or the third party and the name of the creditor they are communicating on behalf of.
	2-2	The contact number of the concerned department or third party.
	2-3	Working hours of the concerned department or third party.
	2-4	The employee's name in case of a phone call.
3-	Appoint Arabic as the primary language for communication, except when communicating with non-Arabic speakers, while fully adhering to the regulation.
4-	In case the communication is written, all phrases and numbers used must be easy to understand and clearly legible, including headers and footers.