The Spanish Parliament has given final approval to the Customer Service Act, a landmark piece of legislation that significantly strengthens consumer protection in Spain. This is the first law to specifically regulate customer service, setting clear quality standards and binding obligations for companies.
The law introduces long-awaited measures to tackle abusive practices such as unsolicited commercial calls, hidden management fees, fake online reviews, and automatic contract renewals without explicit consent.
One of the key provisions requires commercial calls to be clearly identified through a specific telephone prefix. Telecom operators will be required to block calls that do not comply with this rule or that are made without prior consent. Contracts concluded through unauthorised calls will be deemed invalid, and marketing consents will expire after two years.
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Parliament Approves a Landmark Law Strengthening Consumer Rights Against Large Companies
The legislation also ensures price transparency, obliging companies to disclose the full cost of a product or service from the outset, including any management fees or additional charges, preventing unexpected price increases during the purchasing process.
In the digital sphere, the law strengthens algorithm transparency, granting consumers the right to know the criteria used to personalise prices and advertising, while banning discriminatory practices or techniques that exploit urgency or vulnerability.
Customer service standards are also significantly improved. The use of premium-rate phone numbers is prohibited, companies must answer 95% of customer calls within three minutes, and consumers must always have the option to speak directly to a human operator. Complaints must be resolved within 15 days, or within five days in cases involving incorrect charges.
The law further reinforces language rights, requiring large companies operating in regions with co-official languages to provide customer service in those languages, and ensures accessibility for vulnerable consumers, including people with disabilities and older persons.
Measures are also introduced to combat fake reviews, including a ban on buying or selling reviews and a requirement that reviews be submitted within 30 days of purchase. Finally, companies must notify customers at least 15 days in advance of any automatic contract renewal and provide an easy opt-out mechanism.