Article 5: Communication Mechanism with Consumers
| No: 106889333 | Date(g): 5/3/2025 | Date(h): 6/9/1446 | Status: In-Force |
Translated Document
Effective from 2025-03-05 - Mar 05 2025
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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. | |