Telephone service in Spain is going to improve substantially. Government has approved the draft of Customer Service Lawa new rule where, among other measures, telephone waiting times will be limited.
Once the new law comes into force, which still has to go through the Parliament, companies will have to answer calls in a maximum waiting time of three minutes. Companies whose customer service exceeds this time may face fines of up to 100,000 euros, if they affect vulnerable people or are carried out repeatedly.
Placing a maximum to the infinite waits
“they are over Infinite waiting times that produce frustration and that the person gives up being attended“, explained the Minister of Consumption, Alberto Garzón. In addition to the limitation in time, the future law contemplates an express prohibition for any company to use robots as an exclusive means to be served.
That is, companies may use them, but there should always be the option of being attended by a human if expressly requested. This measure was already communicated at the end of 2021 when the draft text was presented. Instead, the maximum waiting time had not been defined.
Another change is that the law reduces 30 to 15 business days the time to resolve general claims. This time reduction will serve, according to the minister, to “benefit people affected by incidents in basic continuity services such as electricity, water or gas.”
Companies that offer a basic and general service, such as electricity or gas companies, must also offer free customer service 24 hours a year, in case there are supply cuts.
This future Customer Service Law will affect all public and private companies, regardless of its sizeprovided that they belong to the categories of supply and distribution of water and energy, passenger transport, postal services, electronic and telephone communications or financial services.
In addition, business groups with more than 250 workers and a turnover of more than 50 million euros, regardless of the sector, must implement an evaluation system to check that they are meeting these requirements. A system that will be audited by external companies.
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