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Law
Consumer Protection Law, 5741-1981
חוק הגנת הצרכן
Chapter IV: Labeling of Goods and Display of Prices
Marking and Packaging of Goods
17.
[Amendment: 5758, 5760, 5761, 5762-2, 5763, 5764-2, 5783-2]
(a)A dealer shall mark on goods intended for a consumer, or attach thereto, particulars regarding –
(1)the name of the product and its trade designation;
(2)the country of manufacture; however, with respect to goods that are agricultural produce that is not packaged at the time it is displayed for sale to a consumer, or agricultural produce that is packaged at the place where it is sold or marketed to a consumer, a dealer shall mark the country of manufacture prominently adjacent to the agricultural produce; the Minister, with the approval of the Knesset's Economics Committee, may prescribe by order that the marking obligation as aforesaid shall not apply to the online marketing of types of agricultural produce as the Minister shall prescribe; in this paragraph –
Definitions for this Chapter
17a.
In this Chapter, "the total price" – a price that includes the sum of all payments for an asset or service and the sum of all taxes applicable to them or to their sale that are collected by a dealer, including –
(1)value added tax, fees, or compulsory payments;
(2)any other payment ancillary to the purchase of that asset or service, where the consumer is not given a practical option to waive it within the framework of the transaction.
Obligation to Display Price on Goods and the Binding Price
17b.
[Amendment: 5762]
(a)A dealer who offers, displays, or sells goods to a consumer shall display on the goods or on their packaging the total price thereof.
(b)The display of the price as referred to in subsection (a) shall be –
(1)of the total price only, and only in Israeli currency;
(2)in a visible place, in clear and legible digits.
(c)The provisions of subsections (a) and (b) shall also apply to goods displayed by a dealer for show in any manner, in a way that gives reasonable grounds to assume that the goods, or goods similar thereto, are offered by the dealer to a consumer for sale.
(d)The binding price of goods shall be the price displayed on them in accordance with the provisions of this section, even if their price at the cash register is higher than the said price.
(e)The Minister, with the approval of the Knesset's Economics Committee, may prescribe types of goods in respect of which there shall be an obligation to display, in addition to the total price or in lieu thereof, the price per unit of measure, weight, or volume, all as the Minister shall prescribe.
Display of Service Prices
17c.
[Amendment: 2002]
The Minister may prescribe that any dealer whose business, or part of whose business, consists of the provision of services in a field as prescribed, shall display at the dealer's place of business the total price required for the provision or performance of the service; the display of the total price shall be in Israeli currency only, in a visible location and in clear and legible digits.
Publication and Quotation of Prices of Assets and Services
17d.
[Amendment: 2002, 2004]
A dealer shall not publish, and shall not quote, expressly or by implication, a price for an asset or service offered to a consumer, unless it is the total price only and in Israeli currency only.
Exception to Display of Total Price
17e.
[Amendment: 2002]
Notwithstanding the provisions of Sections 17a through 17c, a dealer may, for a period of seven days from the date on which the rate of a tax, fee, or any other compulsory payment applicable to the sale was increased or reduced, refrain from including in the displayed price the amount of the increase or reduction, provided that the dealer has prominently indicated at the place of business that the price does not include the increased or reduced rate.
Different Rules for Publication of Prices of Assets and Services
17f.
[Amendment: 2002]
The Minister, or any Minister within the scope of that Minister's authority together with the Minister, may prescribe, with the approval of the Knesset's Economics Committee, rules for the publication or display in a different manner of prices of an asset or service, or of categories of assets or services.
Exemption
17g.
[Amendment: 5762, 5764, 5766]
(a)The provisions of this Chapter shall not apply –
(1)to an asset intended to be sold outside Israel, or to a service intended to be performed in its entirety outside Israel; for this purpose, "outside Israel" – excluding the Area as defined in the Value Added Tax Law, 5736–1976;
(2)[(Deleted);]
(3)to an asset or service listed in Part A of the First Schedule, and subject to the conditions set forth therein.
(b)Notwithstanding the provisions of Sections 17b(b)(1), 17c, and 17d, the display, publication, and quotation of the total price of an asset or a service, as listed in Part B of the First Schedule, may be in foreign currency, provided that its price in Israeli currency shall be determined according to the rate of exchange set forth therein.
(c)The Minister, and with respect to areas within the authority of another Minister – in consultation with that Minister, with the approval of the Knesset's Economics Committee, may amend the First Schedule.
Placement of a Weighing Device in the Sale of Goods by Weight
17h.
[Amendment: 2017-3, 2024-3]
(a)In this Section –
"weighing device" – an electronic weighing device in respect of which a model approval has been granted within the meaning of the Weights and Measures Ordinance, 1947, and which is not intended for personal or domestic use according to that approval;
"large retailer" – as defined in the Promotion of Competition in the Food and Pharmacy Sectors Law, 5774–2014.
(b)A dealer who is a large retailer and offers for sale goods by weight for which no weighing service is provided prior to payment therefor, shall place at the dealer's place of business at least one functioning weighing device, provided that the sales area of the place of business is at least 300 square metres; the weighing device shall be placed in a location that is visible and accessible to the consumer and in proximity to the said goods.
(c)The Minister, with the approval of the Knesset's Economics Committee, may prescribe additional categories of dealers to whom the provisions of sub-section (b) shall apply, as well as provisions regarding the categories of weighing devices to be placed in accordance with the provisions of that sub-section.
Prohibition on Sale and Possession
18.
[Amendment: 2002]
A dealer shall not sell, and shall not hold for the purpose of sale, goods in respect of which an obligation under this Chapter has not been fulfilled.
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Contact Us →Chapter IV1: Warranty and After-Sale Service
Warranty for Goods and Services
18a.
[Amendment: 5760, 5768-4, 5771-3, 5774-5, 5778-2]
(a)The Minister, with the approval of the Knesset's Economics Committee, may, by Regulations, require a manufacturer, importer, wholesaler, or retailer of goods or services to provide after-sale service to a consumer, and may further prescribe provisions in this regard, including with respect to the following —
(1)repair of defects and faults and replacement of goods, in whole or in part, without charge, for a period to be prescribed;
(2)provision of the service at the consumer's address;
(3)the methods and times for performing the service;
(4)maintenance of service stations in specified locations or areas;
(5)issuance of warranty certificates, their content, and the prohibition of conditioning such certificates on the consumer's statutory rights.
(a1)
(1)A dealer who sells goods to a consumer and delivers a warranty certificate to the consumer shall affix or deliver to the consumer a sticker for affixing to the goods, indicating the expiry date of the warranty period (in this Law — "warranty sticker").
(2)Where a consumer presents to a dealer goods to which a valid and original warranty sticker is affixed, the dealer shall not require the consumer to present the warranty certificate as a condition for providing service pursuant to the dealer's obligations under the warranty certificate.
(3)The Minister shall prescribe provisions regarding the warranty sticker, including the type of sticker, its content and the information to be included therein, its form, its size, and the size of the lettering; the Minister may also, with the approval of the Knesset's Economics Committee, prescribe categories of goods to which the obligation set out in paragraph (1) shall not apply.
(4)Notwithstanding the provisions of paragraph (1) and subject to the provisions of paragraph (5), a dealer who sells goods to a consumer where the goods are identified by a serial number or a unique identification number is exempt from the obligation under that paragraph, provided that all of the following conditions are met:
(a)the dealer does not require the consumer to present a warranty certificate as a condition for providing service pursuant to the dealer's obligations under the warranty certificate, but rather identifies the goods and the date of their purchase by the serial number or unique identification number;
(b)the dealer enables the consumer to check the expiry date of the warranty period at any time via a website, by telephone on a toll-free call, and by means of a text message, using the serial number or unique identification number.
(5)The Minister, with the approval of the Knesset's Economics Committee, may prescribe categories of goods or circumstances to which the provisions of paragraph (4) shall not apply.
(b)The Minister, with the approval of the Knesset's Economics Committee, may prescribe provisions regarding the matters set out in subsection (a)(2) through (4) in relation to a contract for the provision of service for the repair of defects and faults and replacement of goods otherwise than after a sale, including repair and replacement as aforesaid during a warranty period longer than the period prescribed pursuant to subsection (a), and in relation to a contract for the provision of service in which the service is conditional upon the proper functioning of goods in the consumer's possession.
(c)
(1)Where a visit by a technician or other representative on behalf of the dealer is required at the consumer's address, the service provider shall coordinate the date and time of the visit with the consumer; for the purposes of this subsection and subsections (d) through (f), a service provider is a person obligated to provide service —
(a)for the purpose of fulfilling obligations during a warranty period, including during a warranty period longer than the period prescribed pursuant to subsection (a);
(b)pursuant to a contract for the provision of service in which the service is conditional upon the proper functioning of goods in the consumer's possession;
(c)for the purpose of installing or removing goods that the dealer has sold, leased, or lent;
(d)for the purpose of periodic inspections of domestic gas installations;
(e)for the purpose of transporting goods that the dealer has sold;
(f)pursuant to a contract for the provision of ongoing service for the repair of goods for payment.
(1a)In relation to a service provider listed in paragraph (1)(a) through (d), a visit to the consumer's address shall take place between 8:00 and 19:00 on weekdays and between 8:00 and 13:00 on Fridays and the eves of holidays, in accordance with prior coordination pursuant to the provisions of paragraph (1); the provisions of this paragraph shall not apply to the provision of service in respect of categories of goods or categories of dealers prescribed by the Minister, with the approval of the Knesset's Economics Committee.
(2)The waiting time for a service provider shall not exceed two hours beyond the coordinated time; however, the service provider may offer the consumer to wait for a telephone call as an alternative to the said coordination, provided that the consumer's waiting time at the consumer's address does not exceed two hours and that the consumer has been made aware that the consumer is entitled to decline such an offer if it does not serve to ease the burden on the consumer.
(3)The service provider may notify the consumer, no later than 20:00 on the evening preceding the coordinated date of the visit, of a postponement of the visit and coordinate a new date and time with the consumer, provided that such postponement does not cause the service to be deferred beyond the time period prescribed by law for this purpose.
(d)If the service provider breaches the provisions of subsection (c), the consumer shall be entitled, in respect of that breach, to compensation without proof of damage, as set out below:
(1)where a date for a visit was coordinated in accordance with the provisions of subsection (c) and two hours have elapsed beyond the waiting time referred to in subsection (c)(2) — compensation in the amount of 300 New Shekels; where three hours have elapsed beyond the said waiting time — compensation in the amount of 600 New Shekels;
(2)where the service provider acted contrary to the provisions of subsection (c)(2) with respect to the telephone call — compensation in the amount of 300 New Shekels.
(e)The service provider may offer a consumer who is entitled to compensation under the provisions of subsection (d) compensation in monetary value, in goods, or in services, provided that the consumer was notified that the consumer is entitled to choose between monetary compensation and the offered compensation and the consumer has given consent thereto; the burden of proof that the consumer consented to compensation under this subsection lies with the service provider.
(f)Where the delay arose from circumstances of which the service provider was not aware at the time the date and time of the visit were set and which the service provider was not required to be aware of, or which the service provider did not foresee and was not required to foresee, and which the service provider could not have prevented, the consumer shall not be entitled to compensation under this Section.
Provision of Toll-Free Telephone Service
18b.
[Amendment: 5766, 5775, 5778-4]
(a)A dealer listed in the Second Schedule —
(1)shall provide a toll-free telephone service for the purpose of responding to any inquiry by a consumer (in this Section — "telephone service"); the telephone service shall also include a human response;
(2)shall disclose to the consumer, in a clear and prominent manner, the telephone number at which the telephone service is available and the hours during which the telephone service is provided, in each of the following, if it exists:
(a)an agreement between the dealer and the consumer;
(b)any invoice issued by the dealer to the consumer;
(c)the dealer's website.
(a1)
(1)A dealer listed in the Second Schedule who provides a telephone service that includes an automated call-routing system shall provide a professional human response to the consumer for at least the categories of services listed below, following the option, if available, to select the language and geographical area in which the telephone service will be provided:
(a)handling of a malfunction;
(b)billing inquiry;
(c)termination of engagement.
(2)Notwithstanding the provisions of paragraph (1), in a telephone service that includes a separate professional human response for services provided by a dealer referred to in that paragraph, the dealer may allow the consumer to select the type of service prior to receiving the professional human response.
(3)The waiting time to receive a professional human response in the categories of services listed in paragraph (1) shall not exceed six minutes from the commencement of the call, and the consumer shall not be directed to a message-leaving service unless the consumer has chosen to do so.
(4)
(a)Where provisions regarding the waiting time for receiving a professional human response have been prescribed pursuant to another law or in a licence granted to a dealer listed in the Second Schedule, the Minister responsible for the regulation of the sector in which the dealer operates, or another body vested with authority to regulate the sector in which the dealer operates, may direct that such a dealer may deviate from the waiting time prescribed in paragraph (3) for the categories of services listed in paragraph (1), by a rate of total inquiries for a period prescribed by that Minister or body, or for a time period prescribed by that Minister or body, in advance or retroactively (in this paragraph — "deviation approval").
(b)Where a Minister or body has granted a deviation approval, the Minister or body shall report to the Knesset's Economics Committee on the provisions prescribed in the approval, on dealers' compliance with those provisions, including the rates of total inquiries in which they complied within the prescribed time period for providing a professional human response, broken down by the categories of services in respect of which dealers are required to provide a professional human response; such a report shall be submitted in the three years from the date of entry into force of the approval — once every six months, and after the said period — once a year, and shall be published on the website of the relevant Government ministry or body, as the case may be.
(5)The provisions of this subsection shall not apply in the event of a general systemic malfunction in the supply of goods or services by the dealer, which prevents compliance with the provisions of this subsection, and such malfunction occurred at least on a regional basis, including in a particular locality, provided that when such an inquiry is made for a human response, the dealer shall notify the consumer, by a recorded message, of the area in which the malfunction has occurred and the estimated time for its repair.
(6)Nothing in the provisions of this subsection shall derogate from provisions prescribed pursuant to law or in a licence requiring the provision of a professional human response within a shorter time than that prescribed in this subsection.
(b)The Minister, with the approval of the Knesset's Economics Committee, may —
(1)prescribe provisions with respect to the provision of telephone service pursuant to the provisions of this Section;
(2)amend the Second Schedule.
Telephone Identification of a Dealer
18c.
[Amendment: 5774-6]
(a)A representative of a dealer shall identify themselves in every telephone conversation with a consumer by their full name or first name together with an additional detail that will enable the consumer to identify them when contacting the dealer.
(b)
(1)A telephone call by a dealer to a consumer shall be made from an identified telephone number that can be dialled; this obligation shall not apply to a technician contacting a consumer on behalf of a dealer.
(2)Where the consumer did not answer the dealer's telephone call as referred to in paragraph (1), the dealer, including a technician referred to in that paragraph, shall inform the consumer of a telephone number through which the consumer can contact the dealer.
(c)In this Section, "dealer" — any of the following: a dealer listed in the Second Schedule, a dealer required to provide after-sale service to a consumer as referred to in Section 18a(a), or a dealer providing service for the repair of defects and faults and replacement of goods otherwise than after a sale as referred to in Section 18a(b).
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