Law enacted for banks to ‘stop scrubbing’: what to do if they don’t comply?

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Law enacted for banks to 'stop scrubbing': what to do if they don't comply?

Starting this Tuesday, October 10, 2023, banks, telephone operators and other companies can only contact their customers on specific days and times. The ban comes from a law known as Stop scrubbing, which seeks to protect Colombians’ right to privacy.

“Every day they call from different entities offering plans. I talked to them to remove me from the database, but they keep insulting,” said one user.

Colombians complain about commercial and collection calls made by various entities to them at night and even on weekends. But this is about to end, because these practices that experts call “client crowding” will no longer be allowed legally.

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This standard establishes the hours during which companies can call their clients: Monday to Friday, from seven in the morning to seven in the evening and on Saturday to three in the afternoon. Additionally, they can only contact users through the channels they allow and only twice a week.

For example, if a person receives a text message and an email, both permitted forms of contact have been met. With this, the company can no longer make any contacts, whether commercial or financial. This was explained by Juan Carlos Wills, House representative and speaker of the Stop Scouring law project.

But what to do when annoying calls at unexpected times keep happening? The solution is to file a complaint with the Financial Superintendency, if it is a financial entity, or with the Superintendence of Industry and Commerce, if the contact is from a company that sells goods and services.

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Penalties for companies or entities that do not comply with the Stop Scouring law include a six-month suspension of their right to access or use the database of their clients, as well as a fine equal to 2,000 current legal minimum wage.