The recently enacted Law 10/2025 of 26 December reshapes company obligations in their dealings with customers by establishing minimum standards of quality, oversight (through audits), and consumer protection in customer service across Spain. The law grants a twelve-month adaptation period, ending on 28 December 2026.
Its scope of application includes, on the one hand, companies providing essential services of general interest—such as water, gas and electricity supply, transportation, postal services, telecommunications, and financial services—regardless of their size. On the other hand, it also applies to large companies in other sectors employing more than 250 employees, or with annual turnover exceeding €50 million, or with an annual balance sheet total above €43 million.
Among its most significant provisions is a clear commitment to human-centered service. The law prohibits the exclusive use of automated answering systems and guarantees customers the right to speak with a human representative by telephone within a maximum of three minutes in at least 95% of personalized service requests.
In addition, the law strengthens consumer rights by requiring that every complaint, incident, or claim be acknowledged with a receipt containing a tracking reference number and resolved through a reasoned decision within a maximum period of 15 days (with some exceptions). This measure aims to eliminate generic responses and ensure transparent follow-up throughout the process.
The legislation also demonstrates particular sensitivity toward vulnerable groups. It imposes an obligation to design universally accessible services and to provide priority assistance to elderly persons and individuals with disabilities, adapting communication channels to their specific needs. Furthermore, consumers are entitled to receive assistance in the co-official languages of the relevant Autonomous Community upon request.
In summary, this regulation seeks to guarantee free, effective, and prompt customer service, with continuous availability in the case of essential services, as well as establishing a sanctions regime for non-compliance. Thus, consolidating a stronger framework of protection and fairness for consumers. For companies, this entails reviewing and adapting internal procedures, technological systems, and service protocols—not only to mitigate legal risk, but also to transform regulatory compliance into an opportunity for reputational enhancement and the strengthening of client trust.
At PLANA VENTURA GARCÉS, we are available to provide advice and respond to any questions that may arise in relation to customer service obligations.
