Obligations of service companies: Should they offer a human contact number?
In an increasingly digitalised environment, many companies are opting to automate their customer service channels. However, in essential service sectors, the law requires that consumers must be able to access personalised customer service, not just an email or an automated system (bot).
What does the law say?
Current regulations in Spain, reinforced by Royal Decree 933/2021 and Law 7/2023 on customer service, state that service companies must ensure effective and accessible contact channels, including:
- A toll-free or basic rate telephone number.
- Personalised attention through human operators, especially in cases of complaints, technical incidents or service interruptions.
- Avoid the exclusive use of automated systems or generic emails as the only means of contact.
To whom does this obligation apply?
These obligations are particularly relevant for companies providing services in the following areas:
- Telecommunications
- Electricity, gas and water
- Financial institutions
- Passenger transport
- Digital services or online subscriptions
Companies with more than 250 employees or a turnover of more than 50 million euros are particularly subject to these requirements, although other companies are also affected depending on the service provided.
Penalties for non-compliance
Failure to comply with these obligations can lead to consumer complaints, as well as administrative sanctions imposed by consumer bodies, which can reach significant amounts, depending on the seriousness and repetition of the infringement.
What should companies do?
From wwwsfabogados.com, we recommend companies:
- Review their customer service channels and ensure that there is a direct and accessible channel with human attention.
- Include this information clearly on your website, invoices and communications.
- Establish customer service protocols that comply with the times and forms established by law.
Customer service is not only a legal obligation, but a key tool for the reputation of any company. Complying with these requirements not only avoids sanctions, but also improves consumer confidence and the quality of the service offered.
| 说明性说明 | 65 KB | ||
| Ley 7 2023 Atención Consumidor | 533 KB | ||
| RDecretoLey 1 2007 Defensa Consumidores | 640 KB | ||
| Reglameto UE 2019 1150 servicios digitales | 636 KB |
