Promised by customer service? New law requires companies to record and provide call documentation
An amendment to the Consumer Protection Law mandates that companies record calls, store them, and provide copies to consumers upon request. The law applies to transactions over 750 shekels, communications, gas, and loan services. Failure to provide a recording will result in the consumer's version being legally accepted, with fines reaching up to 53,070 shekels.
A revolution in consumer relations in Israel: The Knesset plenum has approved a significant amendment to the Consumer Protection Law, requiring businesses in specific sectors to record voice calls with consumers, store them, and provide copies upon request.
The amendment will take effect on July 22, 2026. However, the Authority for Consumer Protection and Fair Trade emphasizes that a transitional provision is already in effect: businesses must retain recordings of all calls made since the law's publication date.
Key Legal Obligations
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Recording and Notification: Every voice call with a consumer must be recorded. At the start of the call, the consumer must be informed that the conversation is being recorded and that they have the right to request a copy.
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Retention Period: Recordings must be kept for two years. If no transaction is concluded, the retention period is six months.
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Providing Recordings: Businesses are mandated to provide the recording to the consumer upon request.
Sanctions and Penalties
The law introduces an unprecedented evidentiary sanction: if a business fails to provide a requested recording, it will be considered in civil proceedings as having admitted to the consumer's version of events, unless the court finds a reasonable justification for the omission.
The Commissioner of the Authority for Consumer Protection and Fair Trade is authorized to impose heavy financial penalties for violations:
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Up to 53,070 shekels per violation for corporate entities.
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Up to 29,490 shekels per violation for non-corporate businesses.
Scope of Application
The obligation applies to a wide range of services, including:
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Sales of non-food goods exceeding 750 shekels following telemarketing outreach.
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Communications and gas supply services.
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Brokerage services for loans, fund location, medical rights, and tax refund eligibility.
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Credit data correction and improvement services.
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Ongoing repair, maintenance, and medical service contracts.
Minister of Economy and Industry Nir Barkat stated:
"Consumer protection begins with transparency and responsibility. This amendment is a significant step that will strengthen public trust in telephone interactions, reduce disputes, and provide consumers with better tools to exercise their rights. Those who act fairly have nothing to fear, while those who violate the law will be held accountable."
Kobi Zerihan, Commissioner of the Authority for Consumer Protection and Fair Trade, added:
"This is one of the most significant amendments in recent years. Recording and storing calls will create certainty for both parties and eliminate ambiguity regarding what was agreed upon during a conversation."
