In short: in Israel, a participant in a conversation may record it, but recording a conversation of others without the consent of one of the parties is a wiretapping offense. A business that records calls with customers and employees should do so with proper notice, for a clear purpose, and keep the recordings secure.

May a business record calls with customers?

The Wiretapping Law prohibits recording a conversation of others without the consent of one of its participants. A business that is a party to the call with the customer records as a party. Even so, good practice, which also reduces the risk of privacy claims, is to tell the other side that the call is being recorded.

What should a business that records calls do?

  • Announce at the start of the call that it is recorded, and state the purpose (service, quality control, documenting an order).
  • Define a clear purpose: record to serve the customer and to document, not to collect more than needed.
  • Store securely: limited access for authorized people only, and a defined retention period.
  • Delete when there is no need: do not keep recordings indefinitely.
  • Document a procedure: a short written policy about who records, why, and who may listen.

Sales calls: recording is mandatory

For businesses that close deals by phone there is a duty as well as a permission: under Amendment 73 to the Consumer Protection Law, a telephone sales call in which the transaction exceeds NIS 750 must be recorded, the customer must be told at the start that it is recorded, and the recording must be provided on request. Details in the article Amendment 73: what you must know about recording sales calls.

What about employees?

Recording employee calls is more sensitive. It is advisable to inform employees in advance and in writing, define what is recorded and why, and consult an employment law attorney first.

How does this look on a Mitsi Communications line?

On the small business phone line and on the smart PBX, recordings are stored in the console, transcribed and searchable, so they are easy to manage, only authorized people reach them, and you can find a call by its content.

Frequently asked questions

Is it legal to record calls in a business?

A participant in a conversation may record it. Recording a conversation of others without the consent of one of the parties is wiretapping. It is always advisable to say that the call is recorded.

Must I tell the customer the call is recorded?

The recommendation is to tell them at the start of the call. It reduces legal risk and builds trust, and in some cases it is also required.

How long can I keep recordings?

There is no single number that suits everyone. Define a retention period according to the purpose and delete when there is no need. It is advisable to check with an attorney.

Can I record employees' calls?

Under conditions: advance notice, a clear purpose and secure storage. Consult an employment law attorney.

Can a recording be used as evidence?

A recording of a conversation in which the recording party took part can be evidence in legal proceedings, and the decision in each case rests with the court.

Legal notice: the information on this page is general only, accurate to the date of the update, and is not legal advice or a substitute for it. Law and case law may change, and their application depends on each business. Before activating call recording, especially of employees or sales calls, consult an attorney.