Article 5: Communication Mechanism with Consumers

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.