The UAE has introduced stricter regulations for telemarketing via phone calls, requiring companies to obtain prior approval from the competent authority. The new measures, effective from mid-August 2024, include administrative penalties such as warnings and fines of up to Dh150,000 for violators.
Key Points of the New Regulations
Prior Approval Required: Companies must obtain approval from the competent authority before engaging in telemarketing.
Individual Restrictions: Individuals are prohibited from making marketing calls using phones registered in their names. All marketing calls must come from phones registered with licensed telemarketing companies.
Calling Hours and Restrictions
- Marketing calls are only allowed between 9 am and 6 pm.
- Calling numbers on the Do Not Call Registry (DNCR) is strictly prohibited.
- Follow-up calls are banned if a consumer refuses a service or product on the first call.
- Only one call per day is permitted if the consumer does not answer or ends the call.
Consumer Rights and Protections
- Consumers can file complaints with the competent authority regarding any violations.
- The regulations emphasise transparency, credibility and integrity, prohibiting deceptive or pressuring tactics.
- Companies must maintain records of all marketing calls and provide data about their activities.
Penalties and Enforcement
- Gradual penalties include warnings and fines of up to Dh150,000.
- Severe violations can lead to suspension of activity, licence cancellation, removal from the commercial registry and disconnection of telecommunications services for up to one year.
- Specific fines are detailed for various violations, including:
1 Dh75,000 for the first instance of not obtaining prior approval.
2 Up to Dh150,000 for marketing to consumers on the DNCR.
3 Fines for using unregistered phone numbers for marketing calls.
Oversight and Implementation
- The Ministry of Economy, in coordination with the Telecommunications and Digital Government Regulatory Authority (TDRA) and other relevant entities, will oversee the implementation of these regulations.
- Companies must adhere to professional conduct standards and ensure their marketing practices do not disturb consumers.
These new regulations aim to protect consumers from unwanted telemarketing practices, ensuring a higher quality of marketing activities within the UAE.
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