The service has just started and already registers an average of more than 1,000 calls per month

The Consell de Mallorca’s Department of Tourism has set up a call centre service in recent weeks with the aim of improving customer service and contributing to improving the efficiency of the island’s tourism management. This is a new unit within the Legal and Administrative Management Service, known as the Citizen’s Advice Office (OAC), which will use this call centre to deal with all telephone enquiries and, if necessary, refer them to the corresponding service.
The service currently has four people – a coordinator and three administrative assistants – answering the calls received on the new exclusive telephone line set up for this purpose, on the number 971007940, which is operational from 9 am to 2 pm every working day. Since it was set up a few weeks ago, an average of more than 1,000 telephone calls per month have been received from citizens interested in making enquiries related

to the tourism management service.

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The Department of Tourism of the Consell de Mallorca

Throughout this time, the call centre staff have dealt with an average of 50 calls per day to provide answers and solutions to citizens’ queries regarding issues of interest such as changes of ownership of tourist properties, the current situation of tourist places, general tourist regulations and the fight against illegal supply in the sector.
In this sense, the vast majority of the contacts that have taken place in these first few days, have had as their main query issues related to information issues of applicants, ie citizens who want to know what is the situation of their properties, as well as check their licenses at the tourist level.

In the words of the councillor for Tourism, José Marcial Rodríguez, the department has been able to meet this public demand for information thanks to ‘an improved management model that has included the implementation of this call centre service and a reinforcement of the department that is making it possible to deal with all these queries’.
In this sense, Rodríguez recalled that this improvement in management is ‘what has also made it possible to improve citizen service and provide a much more efficient service as a public institution’, which has resulted in a boost to the entire department.
It should be recalled that this island directorate increased its budget in 2024 to implement all these management improvements, which have made it possible to alleviate the lack of staff resulting from the transfer of powers and have been used to make the inspection and sanctioning service more effective, both in the technical and legal fields.