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2024-10-29

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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Saudi Arabia

Saudi Central Bank

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Saudi Central Bank

Reference No.: 46025849 Date: 1446/04/26 Attachments: None

Circular

To: Respected Institutions,

Peace, mercy and blessings of God be upon you,

Subject: Using Instant Chat Applications to Communicate with Customers.

Based on the authorities vested in the Saudi Central Bank under its system issued by Royal Decree No. (M/36) dated 1442/04/11 AH, and other related regulations, and in light of the Bank's commitment to enhancing the quality of practices and procedures followed by financial institutions under its supervision and mitigating risks,

Accordingly, and given the risks associated with using instant chat applications such as (WhatsApp) and similar applications in communicating with customers, you are hereby informed that financial institutions must comply with the following:

  1. Refrain from using instant chat applications such as (WhatsApp) and similar applications in communicating with customers, considering them unreliable channels, and including provisions prohibiting this practice in relevant internal policies.
  2. Explore the availability of alternative and secure channels, such as activating instant messaging services (Live Chat) or (Chat Bot) within the financial institution's application or official website, while ensuring compliance with personal data protection requirements.

For your information and action effective from the date hereof, and to raise awareness among financial institution employees regarding the above instructions, with conducting necessary evaluations to verify compliance, which includes all branch staff, customer service, and marketing personnel, and taking necessary actions.

Yours sincerely,

Yazeed bin Ahmed Al-Sheikh Deputy Governor for Supervision

Distribution Scope:

  • Financial institutions subject to the supervision and oversight of the Saudi Central Bank.

P.O. Box 2992 Riyadh 11169, Kingdom of Saudi Arabia Tel: +966 11 463 3000 P.O. Box 2992 Riyadh 11169, Kingdom of Saudi Arabia Tel: +966 11 4633000

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