Telemarketing Guide

1 About This Guide

Lulu International Exchange LLC is committed to ensuring that all Telemarketing activities are conducted in a transparent, ethical, and customer friendly manner. This guide has been prepared in line with the Central Bank of the UAE (CBUAE).

This guide explains your rights, how we contact you, how you can control Telemarketing communications, and how to submit complaints or register in the Do Not Call Registry (DNCR).

2 Your Rights as a Customer

You have full control over how and when you receive Telemarketing communications. As our customer, you have the right to:

• Receive clear and accurate information about our products and services.
• Choose your preferred language for communication.
• Provide or withdraw consent for Telemarketing at any time.
• Register your number in the Do Not Call Registry (DNCR) to stop receiving Telemarketing calls.
• Submit complaints if you believe you received unwanted or inappropriate Telemarketing communication.
• Request details on how your personal data is used and protected.

3 How We Contact You

We may contact you for Telemarketing purposes only if:

• You have provided explicit consent to be contacted.
• You have selected your preferred language and communication channel.
• Your number is not listed in the Do Not Call Registry (DNCR).
• The call is made between 9:00 AM and 6:00 PM UAE time, as required by regulation.
• The call is made using approved and registered communication channels.

All Telemarketing calls are conducted by trained and authorized staff using approved scripts.

4 How to Submit a Complaint

If you believe you received an unwanted Telemarketing call or wish to raise a concern, you may submit a complaint through any of the following channels:

4.1 Branch Visit

Visit any Lulu Exchange branch and speak to a customer service representative.

4.2 Customer Service Hotline

Call our dedicated support line: 600522204

4.3 Email

Send your complaint to: customercare@ae.luluexchange.com

4.4 Online Submission

Submit a complaint through our official website or mobile app under the “Complaint & Feedback” section.

4.5 Information to Include

To help us resolve your complaint quickly, please provide:

• Your full name, email, emirates ID and contact number
• Date and time of the Telemarketing call
• Details of the issue
• Any supporting information (if available)

All complaints are handled in accordance with the CBUAE Consumer Protection Regulation.

5 How to Register in the Do Not Call Registry (DNCR)

If you do not wish to receive Telemarketing calls, you may register your number in the Do Not Call Registry (DNCR).

5.1 How to Register

You can register your number by:

• Visiting the official DNCR portal: Link
• Following the registration steps provided
• Completing the verification process

Once registered, your number will be blocked from receiving Telemarketing calls from all Licensed Financial Institutions.

5.2 How we use DNCR

Before every Telemarketing call, our systems automatically check your number against the DNCR. If your number is listed, we will not contact you.

6 How We Protect Your Personal Data

Your privacy is important to us. We follow strict data protection standards to ensure your information is secure.

• Your data is used only for legitimate business purposes.
• We do not share your information with third parties without your consent.
• All Telemarketing calls are recorded and stored securely.
• Only authorized staff have access to Telemarketing systems and customer data.
• Our systems follow strict IT security controls as required by regulation.

7 Need Assistance?

If you have questions about Telemarketing, your rights, or how to manage your communication preferences, please contact us through any of our official channels.

We are committed to ensuring a transparent, respectful, and customer centric Telemarketing experience.