Nueva ley que busca controlar los contactos con consumidores (“Ley dejen de fregar”)
Law Firm | Lloreda Camacho & Co |
Author | María Alejandra De Los Ríos |
Published date | 30 May 2023 |
En un comunicado de prensa con fecha 24 de mayo del 2023, el Senado informó que se aprobó el texto conciliado del proyecto de ley número 017 de 2021 de Cámara de Representantes y 384 de 2022 de Senado -que se ha venido conociendo como “Ley dejen de fregar”- por medio de la cual se establecen medidas que protegen el derecho a la intimidad de los consumidores (la “Ley”). En este sentido, al mismo solo le resta la sanción presidencial para ser ley.
Por considerarlo de importancia en la estructuración de estrategias comerciales, compartimos los elementos principales de la Ley:
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Alcance: En relación con el contacto con consumidores, las siguientes personas o entidades deberán acogerse a lo establecido en la Ley
- a. Entidades vigiladas por la Superintendencia Financiera, así como personas naturales y jurídicas que adelanten gestiones de cobranza.
- b. Productores y proveedores de bienes y servicios privados o públicos en relación con las comunicaciones de carácter comercial o publicitario que realicen. Se excluyen expresamente de la aplicación de la Ley las comunicaciones para confirmar oportunamente operaciones monetarias realizadas, sobre ahorros voluntarios y cesantías, información solicitada por el consumidor o alertas sobre transacciones fraudulentas, inusuales o sospechosas.
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Forma en que deben llevarse las comunicaciones dentro del alcance de la Ley: Las comunicaciones a consumidores cubiertas por la Ley deben respetar los siguientes parámetros
- Ser respetuosas y no afectar la intimidad personal o familiar del consumidor.
- Realizarse a través de los canales expresamente autorizados por el consumidor.
- Hacerse de lunes a viernes de 7:00 a.m. a 7:00 p.m. y sábados de 8:00 a. m. a 3:00 p.m. NO comunicarse en domingos y días festivos. El consumidor puede autorizar excepciones con condiciones específicas establecidas en la Ley.
- Cuando se logra contacto directo con el consumidor, usar un solo mecanismo por semana, una sola comunicación por día.
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Otras prohibiciones: La Ley establece de manera complementaria las siguientes prohibiciones
- NO contactar a las referencias personales. Solo puede contactarse a los avalistas, codeudores o deudores solidarios en las mismas condiciones establecidas en la Ley.
- NO se puede cobrar en el...
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