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The Ley Dejen de Fregar 2023, officially known as Law 2300 of 2023, has a direct impact on debt collection management in Colombia. Its purpose is to protect consumers’ privacy and establish clear limits on when, how, and how often they may be contacted by financial institutions and debt collection teams.
Law 2300 of 2023 directly affects operations, contact center, debt recovery, and compliance teams, which must ensure that every interaction takes place within the established parameters. The law sets clear limits on contact hours, frequency, authorized channels, and the way consumers may be contacted. Understanding these limits is relatively simple; ensuring they are consistently respected over time is much more challenging.
That is why, in this article, we review what Law 2300 of 2023 requires and how companies can adapt through processes, automation, and control tools.
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What Law 2300 of 2023 is and why It matters so much in debt collection
Law 2300 of 2023, popularly known as the Ley Dejen de Fregar, was created to regulate contact practices used by financial institutions, service companies, and debt collection teams.
The regulation seeks to balance two legitimate needs: debt recovery and consumers’ right to privacy and dignified treatment.
Although many companies already had contact protocols in place, the law introduces specific limits on hours, frequency, and communication channels, requiring stronger control and traceability mechanisms:
Official source: Law 2300 of 2023, Colombian Public Function.
What a debt collection operation really needs to be prepared for the Law 2300 of 2023
In operations with hundreds or thousands of daily interactions, the real challenge of complying with the Ley Dejen de Fregar 2023 is making compliance consistent, regardless of the agent, channel, or workload. The good news is that AI agent platforms like Inagent are making the entire process easier.
To achieve this, a debt collection operation needs to rely on five pillars:
1. Parameterized rules that eliminate human error
Dialing rules must automatically prevent any contact outside the established hours and respect the maximum permitted contact frequency.
With Inconnect’s automatic dialer and its integration with Inagent, these rules are configured at the campaign level and applied automatically by the system. As a result, compliance no longer depends on someone remembering an internal policy; it becomes a technical restriction that cannot be bypassed.
2. Consistent, Respectful Conversations Aligned With the Regulation
In debt collection, the same intention can build trust or create resistance depending on how it is expressed. It can help reach a payment agreement or completely damage the customer relationship.
In addition, Law 2300 sets clear limits on the content of these conversations. For example, it prohibits asking consumers about the reason for non-payment, but it does allow the conversation to move toward payment alternatives.
That is why a prepared operation needs every conversation to maintain the same level of quality and compliance. When AI agents are added to the equation, the advantage of Inagent, our virtual agent platform, is that conversational behavior is designed from the script. Whether the AI agent operates through text or voice, it always maintains an empathetic, respectful, and professional tone, guiding the conversation toward solutions that are compatible with the legal framework.
An AI agent platform designed for debt collection.
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3. Traceability and Auditing to Demonstrate Compliance
Companies need evidence that shows how a conversation took place, helps detect possible deviations, and allows teams to correct them before they become an operational or regulatory issue. This is where automatic conversation auditing becomes especially relevant, which can be achieved with Inspeech, our Speech Analytics solution.
While traditional supervision usually reviews only a small sample of calls, advanced conversational analytics capabilities make it possible to evaluate 100% of conversations, regardless of channel, using the specific criteria established by Law 2300 of 2023.
Automatically audit 100% of conversations with Inspeech.
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4. Information security by design
A debt collection operation manages especially sensitive information: personal data, phone numbers, outstanding amounts, payment histories, and other financial information. That is why regulatory compliance also requires ensuring that this data is managed under the highest governance standards, supported by recognized security certifications.
In this regard, working with platforms aligned with ISO 27001, the international standard for Information Security Management Systems, provides a solid framework to protect the confidentiality, integrity, and availability of information throughout the entire debt collection cycle.
In the case of Inconcert’s technology, the infrastructure can be deployed in the region, supporting data residency strategies that are especially relevant for financial institutions and fintech companies that need to keep information within Latin America.
Complying with the Law 2300 of 2023 is much easier with Inconcert. Access the use case
5. Govern AI agents with the same rigor as the rest of the debt collection operation
Automating debt collection and debt recovery with AI agents introduces new responsibilities. Colombia’s Superintendence of Industry and Commerce has emphasized that the use of AI in consumer services must respect principles such as transparency, privacy, security, accountability, and proper personal data processing.
In this context, it is especially important to work with AI agent platforms aligned with ISO 42001, the international standard for artificial intelligence management systems. In fact, Inconcert is among the few companies in Latin America with governance mechanisms that help demonstrate that AI operates under defined policies, human supervision, and auditable criteria.
Turn compliance with the Law 2300 of 2023 into a competitive advantage
The best way to adapt to Law 2300 is to incorporate technology that makes compliance part of the operation itself. With Inagent, Inconnect, and Inspeech, you can control contact rules, maintain conversations aligned with the regulation, audit 100% of interactions, and access the traceability required in an increasingly regulated environment. All of this while helping your teams recover more debt with less operational effort.
Request a demo and discover how Inconcert can help you adapt to the Ley Dejen de Fregar 2023 by automating the processes that have the greatest impact on debt collection success.
Frequently Asked Questions About the Law 2300 of 2023