Key points of the new Customer Service Law in Spain

The new Customer Service Law is one of the most significant changes in consumer protection in recent years. Its aim is to ensure that anyone who needs to contact a company (especially if it provides an essential service) receives faster, more accessible and more effective service. The law introduces maximum response times, strengthens rights and obliges companies to improve their communication channels to make the user experience simpler and more transparent.

Let's take a step by step look so that you can easily understand how it will change your daily life.

What is the new Customer Service Law and why was it passed?

For years, consumers have complained about recurring customer service problems that result in endless waits on the phone, difficulties in speaking to a person, unclear information, slow complaint processes and a failure to follow-up on their incidents. The new law was created precisely to correct these situations and raise minimum quality standards.

The main objective is to ensure that there are no obstacles to any user resolving queries, incidents, or complaints. To this end, the regulation sets maximum response times, requires universal accessibility, and obliges companies to offer free and effective channels.

It is applied on a nationwide basis and affects companies operating in sectors that are key to everyday life.

Who is affected by the new Customer Service Law?

Consumers

This new law strengthens the rights of all consumers, regardless of the service contracted. Anyone who needs to contact a company must be able to do so free of charge, quickly and in a clear and understandable manner. It also guarantees that people with disabilities have access to adapted channels.

Basic service companies

Energy, telecommunications, water, transport and financial services companies in particular are targeted by this law. As these are essential activities, they are required to have stricter response times and prioritise human attention.

Large companies and regulated sectors

Companies with a high volume of customers or operating in regulated sectors must comply with additional obligations, such as having complaint tracking systems in place or ensuring resolution within shorter timeframes.

Exceptions and specific cases

Small businesses are partially exempt from some obligations, although they must always guarantee free and accessible contact channels. There are also certain specific provisions for services that fall under public authorities or for activities governed by their own sector-specific regulations.

Main rights reinforced by the new law

Personal attention in less than 3 minutes

One of the most significant changes is the obligation to offer human assistance within no more than three minutes when the user calls customer service. The law limits the use of automated systems and guarantees that, if the customer requests it, they can speak to a person without excessive waiting times.

Free customer service

All customer service channels must be free of charge: telephone, online forms, email or chats. Companies may not use premium rate numbers or redirect users to paid services.

Universal accessibility

Companies must adapt their channels so that there are no barriers to their use by anyone with a disability. This includes easy-to-read systems, subtitles, sign language, or alternative channels for people with hearing or visual impairments.

Clear and understandable information

The law requires the information provided to customers to be transparent, accurate, and easy to understand. This applies to both the terms of service and responses to complaints or incidents.

Follow-up on requests and complaints

Users have the right to know the status of their complaint at all times. Companies must provide a reference number and allow tracking through different channels.

Maximum waiting and resolution times

Maximum telephone waiting time

The three-minute limit for accessing human assistance has become a mandatory standard for essential sectors. Companies must also inform users of the estimated waiting time when they call.

Deadlines for resolving complaints

Companies must resolve complaints within a maximum deadline which, in most cases, cannot exceed 15 working days. In essential services, the deadlines may be even stricter.

Responses in essential services

In energy, telecommunications, or banking, the law requires faster and more comprehensive responses, especially when the incident affects service continuity.

What happens if deadlines are not met

Failure to comply may result in financial penalties and the obligation to compensate the user if the lack of attention has caused them harm.

Companies' obligations under the new law

As we have seen, companies will need to adapt their customer service systems to comply with the regulations. Among the most notable obligations are:

• Customer service channels accessible to all users.
• Priority human customer service, especially for essential services.
• Recording and traceability of complaints, with reference numbers and follow-up.
• Transparency in communication, avoiding confusing or incomplete information.

The most affected sectors

Energy (electricity and gas)

Suppliers and distributors must guarantee rapid response times, priority human assistance and accessible channels for incidents related to supply, billing or complaints.

Telecommunications

Operators must improve their response to technical incidents, portability issues and billing complaints.

Transport

Public and private transport companies must offer effective channels for managing delays, cancellations or service incidents.

Financial services

Banks and credit institutions must strengthen their customer service for sensitive operations, such as complaints about undue charges or problems accessing accounts.

Digital services

Online platforms and digital services with a large number of users must guarantee free and accessible customer service channels.

What has changed with respect to the previous regulations

The new law represents a qualitative leap forward from the previous regulation. Previously, waiting times were not limited, human customer service was not mandatory, and accessibility was not guaranteed. Now, consumers enjoy greater clarity, speed and protection, while companies must meet more demanding and transparent standards.

As always, at Endesa we are here to help. You can manage your procedures from home, contact us by telephone or visit any of our offices and service points throughout Spain. Our team will provide you with a bespoke service to help you with any procedure, answer your questions and assist you with everything you need.