Goodbye to spam and waiting: what the new Customer Service Law implies

End to phone spam: consent and transparency

One of the pillars of the law is the limitation of unwanted commercial calls:

• All commercial calls must be identified with a specific code (like prefix 900).

• Operators will block calls without consent or correct identification.

• Contracts closed without phone consent will be null and void.

• Consent expires after two years, invalidating many that are currently considered valid.

Exception: electricity, gas, or telecommunications companies with less than 5% market share will not be subject to these restrictions.

Maximum attention times: less waiting, more efficiency

Companies must adapt to a more agile service:

• 95% of calls must be answered within 3 minutes.

• It is prohibited for service to be provided exclusively through AI or answering machines: the customer must be able to speak with a person.

• Deadlines for resolving complaints:

  • General: maximum 15 days (previously 30).

  • For incorrect charges: maximum 5 days.

• Additional tariff numbers for customer service are prohibited.

Real, unmanipulated reviews

• The buying and selling of reviews is prohibited.

• Reviews must be published within 30 days of purchase or service.

• Companies may request their removal if it is proven that the author is not a customer or if the content is not truthful.

Transparency in prices and algorithms

The law requires maximum clarity in commercial conditions:

• The total price must be shown from the beginning of the purchase, without "surprise" charges at the end.

• Companies must inform the customer about the algorithms that personalize prices or advertising content, and these algorithms must not be discriminatory or take advantage of urgent situations.

Automatic renewals: goodbye to "you have renewed without knowing it"

If you offer online subscriptions or renewable services:

• You must notify 15 days in advance about the automatic renewal.

• The customer must have the clear option to cancel easily and voluntarily.

The new law not only changes the regulations, but also the customer experience. It promotes a more human, transparent, and fair approach, and obliges companies to review their contact protocols, billing systems, reviews, and subscriptions.