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INDOTEL Standards for Debt Collection

Last updated: August 23, 2026

This page summarizes relevant provisions of the Standard Regulating the Use of Public Telecommunications Services for Debt Collection Purposes, approved through INDOTEL Resolution No. 010-16, including amendments introduced by Resolution No. 019-16.

Important

This page is an informational summary for OBMessage users. It does not replace the official Spanish text of the resolutions and does not constitute legal advice. The Customer is responsible for verifying current regulations applicable to its operations.

1. Contact hours and frequency

Debt collection using public telecommunications services is subject to time and frequency limitations.

Minimum interval

Debt collection communications must not be scheduled at intervals shorter than 30 minutes between communications.

Maximum number

No more than five (5) telecommunications per day should be made, considering all telecommunications mechanisms used in accordance with the regulation.

The applicable amount should be controlled by debtor or recipient and according to the relevant type of debt.

Permitted hours

Contacts must comply with the following periods:

  • Monday through Friday: 7:00 a.m. to 8:00 p.m.
  • Saturday: 9:00 a.m. to 1:00 p.m.
  • Public holidays or non-working days: debt collection through personalized or automated telecommunications must not be performed.

2. Telephone lines that may be contacted

Debt collection telecommunications may only be made or scheduled to lines where it has been confirmed that the debtor is a user of the line.

Business lines

Business lines may be used where:

  • The debt was incurred by the business or commercial entity; or
  • The business or workplace line is registered in the name of the user to whom the collection communication is directed.

Workplace

Communications to a debtor's workplace must comply with the conditions established by the regulation.

Where applicable, they must be personalized, direct, person-to-person communications.

The debtor may request that communications to the workplace stop where they believe those communications affect employment stability or security.

Where this option is exercised, another valid communication method must be provided.

3. Information that must be provided

An entity using telecommunications to collect a debt must provide the recipient with information required by the regulation, including:

  • Full name of the debtor.
  • Purpose of the communication.
  • Description or concept of the debt.
  • Trade name of the creditor.
  • Telephone numbers of the creditor.

Where collection is handled by an external company, the communication must additionally identify:

  • The company or collection agency performing the collection.
  • Its telephone contact information.
  • The creditor on whose behalf it acts.

4. Payment reminders before the due date

Where payment reminders are sent before an obligation becomes overdue, valid and active mechanisms must exist allowing the customer to decide whether to continue receiving such reminders.

Once applicable consent has been withdrawn, obligations to stop future reminder communications must be respected.

5. Verification of the contact method

Before debt collection communications are made or scheduled, the entity must perform necessary verification to confirm that the telecommunications method corresponds to the debtor or that the debtor is a user of the line.

A number should not be assumed to continue belonging to the debtor merely because it was previously provided.

6. Automated or “Turbo Cobro” systems

Before automated debt collection systems are scheduled, the regulation requires prior person-to-person verification to confirm that the line remains a valid means of contacting the debtor.

A record of that verification must be retained, including at least the information required by the regulation, such as:

  • First and last name of the person involved in the verification.
  • Date and time.
  • Number contacted.
  • Number from which the communication originated.

Only after the relevant verification should automation proceed where legally permitted.

7. Records and traceability

Customers conducting debt collection should maintain sufficient records to demonstrate compliance with:

  • Contact hours.
  • Number of contacts.
  • Intervals between contacts.
  • Recipient identity.
  • Verification performed.
  • Consent and withdrawal where applicable.
  • Information provided during collection activity.

8. Complaints

Users who believe the regulation has been violated may submit a complaint to the INDOTEL User Assistance Center (CAU).

INDOTEL may evaluate the information and apply measures or sanctions provided under applicable law.

9. OBMessage Customer responsibility

The Customer is responsible for configuring campaigns, automations, and communications to comply with applicable regulatory obligations.

Availability of scheduling or automation functionality within OBMessage does not replace the Customer's obligation to determine:

  • Whether a communication may be made.
  • When it may be made.
  • How many times the recipient may be contacted.
  • What information must be provided.
  • Which channel may be used.

10. WhatsApp and debt collection

WhatsApp restriction

Compliance with INDOTEL rules does not mean that debt collection may be conducted through every channel.

The current WhatsApp Business Messaging Policy includes debt collection among restricted/prohibited activities for WhatsApp Business Services.

Accordingly, a use case may comply with local INDOTEL rules and still not be permitted on WhatsApp.

See:

WhatsApp Business Platform Usage Policy

11. Other applicable rules

Collection activity may also be subject to other requirements, including where applicable:

  • General Telecommunications Law No. 153-98.
  • Law No. 310-14 on Unsolicited Commercial Email (SPAM).
  • Personal data protection requirements.
  • Financial or consumer protection regulations.
  • Other requirements applicable to the Customer and its industry.

12. Official reference

The Spanish-language Resolution No. 010-16, including amendments introduced through Resolution No. 019-16, can be consulted on the official INDOTEL website:

View Resolution No. 010-16

Official language

This English version is provided for informational purposes. In the event of any discrepancy, the official Spanish-language regulation published by INDOTEL should be consulted.