Amendment 73 to the Consumer Protection Law: What You Need to Know About Recording Sales Calls

In July 2026, the Knesset approved an amendment to the Consumer Protection Law, known as Amendment 73, intended to narrow the gap that often arises between what is said during a telephone sales call and what the customer remembers or understands was agreed upon. Until now, when a deal was closed over the phone with no written record, there were more than a few cases where the consumer and the business ended up with two different versions of exactly what had been promised. The new amendment is designed to address precisely this gap.

What the Amendment Actually Requires

At the heart of the amendment is a requirement that businesses conducting telephone sales calls record the call itself whenever the value of the transaction exceeds NIS 750. This does not apply to every routine service call, but mainly to calls in which a deal of significant value is closed.

• A requirement to record the sales call when the transaction exceeds NIS 750.
• A requirement to inform the customer at the start of the call that it is being recorded, and that they are entitled to receive the recording upon request.
• Retention of the recording for a period set by law, so that it is available if and when the customer requests it.
• Providing the recording to a consumer who requests it, within a specified time frame.

What It's For

The idea behind the law is simple: when there's a recording, there's no room for dispute about what was said. If a business fails to provide the customer with the recording they requested, the customer's version of the call's content is the one that will stand. This creates a clear incentive for businesses to maintain organized records, while at the same time giving consumers a real tool to prove what was agreed upon over the phone.

What This Means for Your Business in Practice

For businesses that conduct sales over the phone - whether it's a sales floor, a call center, or a service team that closes deals during a call - this requirement becomes part of routine operations. The most important thing is for the business's phone system to automatically record calls, store the recordings in an organized and accessible way, and make it possible to retrieve and send a specific recording to a customer quickly and without hassle.

A business that isn't technologically prepared for this may find itself facing a requirement it genuinely cannot meet - not only from a legal standpoint, but also in terms of customer trust.