Regulatory Alerts2024-10-29
Using Instant Chat Applications to Communicate with Customers
The Saudi Central Bank mandates that financial institutions under its supervision cease using instant chat applications like WhatsApp for customer communications, classifying them as unreliable channels. Institutions must revise internal policies to explicitly prohibit this practice and deploy secure alternatives, such as Live Chat or Chat Bot services on official apps or websites, while ensuring strict compliance with personal data protection requirements. Effective immediately, all branch, customer service, and marketing personnel must undergo targeted evaluations to verify adherence and implement necessary operational adjustments.
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