New Telemarketing Regulations in the UAE

New Telemarketing Regulations in the UAE

New Telemarketing Regulations in UAE: UAE Cabinet Resolution 56 & 57 of 2024

The UAE cabinet has introduced new legislation, namely cabinet resolutions No.56 & No.57 of 2024, which aim at regulating telemarketing activities in the UAE. The new legislation has come into effect on August 27th, 2024 and It is essential for companies operating in the UAE to align with these cabinet resolutions to avoid any potential violations and subsequent fines.

At Maqsam, we are committed to ensure that the latest regulations are communicated effectively to our clients. Our goal is to assist you in maintaining your compliance with the latest regulations to ensure smooth business operations. Please note that while we are here to guide you on your compliance journey, we are simply acting as a channel to share these regulatory changes, the burden of compliance rests upon you where you should make sure such regulations are translated effectively into your business operations.

Key Violations to Avoid

The UAE cabinet has outlined several requirements that companies must be mindful of when engaging in telemarketing activities. Adhering to these requirements is essential to avoid fines and any other measures::
  1. Telemarketing Prior Approval: Companies engaged in telemarketing shall secure prior approval from the competent authority to conduct telemarketing activities.
  2. Do Not Call Registry (DNCR): Calling consumers whose numbers are listed on the DNCR to market products or services is strictly prohibited.
  3. Training Requirement: Companies engaged in telemarketing shall provide comprehensive training to the Company marketers on the ethics of professional conduct in making marketing calls to Consumers, and the basic principles of using the Do Not Call Registry (DNCR).
  4. Registered Numbers: Companies engaged in telemarketing shall Use local Phone numbers issued by telecommunications companies licensed in the State, and these numbers shall be registered under the commercial license of the Company engaged in telemarketing.
  5. Call Records: Companies engaged in telemarketing must maintain a detailed register of all marketing phone calls. Failure to do so repeatedly will be regarded as a violation.
  6. Call Recording: Companies engaged in telemarketing shall ensure that all telemarketing calls are recorded.
  7. Call Recording Notification: Companies engaged in telemarketing shall inform consumers at the beginning of a call that it is being recorded.
  8. Caller Identification: Companies engaged in telemarketing shall clearly share the company name and purpose of the call at the beginning of every call.
  9. Call Continuation: Companies engaged in telemarketing shall ask the Consumer whether he wants to continue the Phone Call or not before starting to market, advertise and promote the product or service provided.
  10. Data Source Disclosure: Companies must disclose the source of consumer data when requested by the consumer.
  11. Calling Hours Restriction: Companies engaged in Telemarketing can make Telemarketing calls only between 9 AM and 6 PM. Making calls outside of these hours is considered a violation.
  12. Periodic Reports: Companies engaged in Telemarketing are required to submit regular reports on marketing calls to the competent authority.
  13. Pressuring Consumers: Companies engaged in Telemarketing must avoid using any marketing methods that put unjustified pressure on the consumers to convince them of the product or service.
  14. Repeat Calls After Refusal: If a consumer declines a service or product during the first call, follow-up calls are not allowed.
  15. No Repeat Calls: Companies engaged in Telemarketing shall not call consumers more than once on the same day, or more than twice a week if the consumer does not answer or end the call.

Maqsam's Role in Supporting Compliance

Maqsam is dedicated to ensuring that our clients stay informed and compliant with the latest relevant regulations. We are actively working on implementing technical measures, such as but not limited to, the ability to block calls to DNCR-listed numbers. While this feature is still under development, we are committed to helping you adapt to the new rules and safeguard your business from any regulatory breaches.
Please review your telemarketing practices and ensure that all processes align with the new TDRA regulations. If you need any assistance or clarification, our team is here to help.