Provides telecom services, in Spain

Real Decreto 899/2009, de 22 de mayo, carta de derechos del usuario de los servicios de comunicaciones electrónicas, arts. 26.4, 28 y 29, y Real Decreto 424/2005, de 15 de abril, arts. 30.2, 32.4 y 33 · Read the law's page

• Make your customer service accessible to users with disabilities as Article 3 of Real Decreto 1494/2007 provides (Real Decreto 899/2009, Art. 26(4)).
• On request, give subscribers with a visual disability, in accessible conditions and formats, the contracts, bills and other information you supply to all subscribers (Real Decreto 899/2009, Art. 28(2)).
• If you are the operator designated for the universal service, guarantee that end users with disabilities have access to the fixed-location telephone service on terms comparable to those offered to other end users (Real Decreto 899/2009, Art. 28(1); Real Decreto 424/2005, Art. 33(1)).
• If you are the operator designated for the telephone service, guarantee a sufficient and technologically up-to-date offer of special terminals adapted to the different types of disability, such as text telephones, videophones or amplified telephones for persons with hearing disabilities, or solutions that let persons with visual disabilities reach the contents of terminal screens, and publicize that offer sufficiently (Real Decreto 899/2009, Art. 28(1); Real Decreto 424/2005, Art. 33(2)).
• If you are the operator designated for the telephone service, on request give your blind or visually disabled subscribers the bills and the advertising and information given to other fixed-telephony subscribers in Braille, large print or an accessible electronic format, and give users who are blind or severely visually impaired, and subscribers whose household includes such a person, a franchise of 10 free monthly calls to the directory enquiry service (Real Decreto 424/2005, Art. 33(2)).
• If you are the operator designated for the universal service, offer your subscribers the price plans for users who are blind or severely visually impaired and for users who are deaf or severely hearing-impaired, the latter applying to calls to or from a text telephone made through the text-telephone relay service (Real Decreto 899/2009, Art. 29(b) and (c)).
• If you are designated for the payphone service or the directory services under Real Decreto 424/2005, submit to the Ministry for approval plans to adapt payphones so that users with disabilities, in particular blind users, users in wheelchairs and users of short stature, can use them, and offer access to the telephone directories on the internet in a format accessible to users with disabilities (Real Decreto 899/2009, Art. 28(1); Real Decreto 424/2005, Arts. 30(2) and 32(4)); Article 37(1) of Ley 11/2022 no longer lists payphones or directories among the services of the universal service.

Real Decreto 1494/2007, de 12 de noviembre, reglamento sobre las condiciones básicas para el acceso de las personas con discapacidad a las tecnologías, productos y servicios relacionados con la sociedad de la información y medios de comunicación social, art. 3 · Read the law's page

• If you are a telecommunications operator, make the reasonable adjustments that let persons with disabilities use your customer service (Real Decreto 1494/2007, Art. 3(1)).
• If a subscriber with a visual disability asks, give them, in accessible conditions and formats, the contracts, invoices and other information you give all subscribers (Art. 3(2)); the paragraph's rule for information given through the internet points to the regulation's criteria for public administration pages, whose articles have been repealed.

Arts. 12, 13, 15 y 17 del Real Decreto-ley 7/2022, de 29 de marzo · Read the law's page

• If you are a 5G operator, a 5G supplier, or a 5G corporate user holding rights to use the radio spectrum for a private 5G network or for professional or self-supply 5G services, this decree-law binds you (Article 4).
• As a 5G operator, guarantee the secure installation, deployment and operation of public 5G networks and the secure provision of 5G services, including technical and operational measures for the physical and logical integrity of the networks, contingency plans for essential services that depend on them, control of who can access network assets, use of only certified products, resources, services and systems to operate them, compliance with applicable technical standards and European certification schemes, supplier security requirements, control of your own supply chain, and a security audit at your cost (Article 12(1) and (2)).
• If you own or operate critical elements of a public 5G network, design a supply-chain diversification strategy under which access-network equipment, systems and resources come from at least two different suppliers, and send it to the Ministry of Economic Affairs and Digital Transformation within six months of the decree-law's entry into force (Article 12(3) and the Second Additional Provision).
• As a 5G supplier, guarantee the security of the telecommunications equipment, hardware, software and ancillary services you provide for 5G networks and services: meet security standards from design to commissioning, strengthen software integrity and manage updates and patches, show product and service certification, audit the security of your equipment, products and services, give information on possible third-party interference in their design and operation, and give operators and corporate users information showing compliance with security standards (Article 13(1) and (2)).
• As a 5G corporate user with spectrum rights for a private 5G network or self-supply services, guarantee the secure installation, deployment and operation of your private 5G network and the secure provision of your 5G services (Article 15(1)).

Ley 11/2022, art. 39 y disposiciones transitorias quinta y sexta, General de Telecomunicaciones · Read the law's page

• If you are an operator designated to provide the universal service, give consumers with disabilities access to the services included in the universal service at a level equivalent to that enjoyed by other consumers (Art. 39(1)).
• If you are the operator designated for the universal service, until regulation provides otherwise, apply the price plan for blind or severely visually impaired subscribers and the price plan for deaf or severely hearing-impaired users on the cases, requirements and conditions of paragraph 4 of the annex to the Agreement of 25 January 2007 (transitional provision 6).
• If the Government imposes them as universal service obligations, make available and affordable the related terminal equipment and the specific equipment and services that favor equivalent access, including text conversion services and total conversation services in text mode (Art. 39(2)).

Ley 11/2022, art. 63.1 y 63.2, General de Telecomunicaciones · Read the law's page

• If you operate a public electronic communications network or provide a publicly available electronic communications service, this binds you (Article 63.1 and 63.2).
• Manage the security risks to your networks and services, and adopt technical and organisational measures that are proportionate and in line with the state of the art, which may include encryption, so as to avoid or minimise the impact of security incidents on users and on other networks and services (Article 63.1).
• If you operate a public network, guarantee the integrity of the network so that the services that run over it stay available (Article 63.2).

Ley 11/2022, art. 63.3 y 63.4, General de Telecomunicaciones · Read the law's page

• If you supply a public electronic communications network or provide a publicly available electronic communications service, this binds you (Article 63.3 and 63.4).
• Notify the Ministry of Economic Affairs and Digital Transformation of every security incident that has had a significant impact on the supply of your networks or services, judging significance by the users affected, the duration, the area affected, the effect on the network or service and the effect on economic and social activities (Article 63.3).
• Where the Ministry considers disclosure of an incident to be in the public interest, inform the public if it requires you to (Article 63.3).
• Where there is a particular and significant threat of a security incident, inform the users who may be affected about the protective measures or solutions they can adopt and, where appropriate, about the threat itself (Article 63.4).

Ley 11/2022, art. 74.3, General de Telecomunicaciones · Read the law's page

• If you provide a publicly available number-based interpersonal communications service that allows calls to a number in a national or international numbering plan, respect the right of end users with disabilities to access the emergency services through emergency communications on terms equivalent to those other end users enjoy (Arts. 64(2) and 74(3)).

Ley 11/2022, arts. 64.2, 65.1.f), 67, 68.1 y 69.2, General de Telecomunicaciones · Read the law's page

• If you supply public electronic communications networks or provide publicly available electronic communications services, respect the end-user rights of Chapter IV of Title III of Ley 11/2022 (Articles 64 to 78) (Art. 64(2)); the exception for microenterprises applies only to number-independent interpersonal communications services and only if you provide no other electronic communications service, and a microenterprise using it must tell end users before the contract is made (Art. 64(2)).
• Before a consumer is bound by a contract or any corresponding offer for a publicly available electronic communications service (other than transmission used for machine-to-machine services), give the pre-contract information, on request, in a format accessible to end users with disabilities, in accordance with the rules that harmonize the requirements for products and services (Art. 67(1)).
• Before the contract is concluded, give the specific information that Annex VIII of the European Electronic Communications Code requires; if you provide internet access services or publicly available interpersonal communications services, that information includes details on products and services designed for end users with disabilities and how updates on this information can be obtained (Art. 67(1); Directive (EU) 2018/1972, Annex VIII, Part B, point I(5)).
• In the concise contract summary, state to what extent the products and services are designed for end users with disabilities (Art. 67(2)(f)).
• Give the information required by Article 67 also to end users that are microenterprises, small enterprises or non-profit organizations, unless they have expressly agreed to waive all or part of it (Art. 67(5)).
• If you provide internet access services or publicly available interpersonal communications services subject to terms and conditions, publish the contract and service information that Annex IX of the European Electronic Communications Code requires in a clear, understandable, automated format that is easily accessible to end users with disabilities, and keep it up to date (Art. 68(1)).
• In that published information, include details of products and services, including any functions, practices, policies and procedures and alterations in the operation of the service, specifically designed for end users with disabilities (Art. 68(1); Directive (EU) 2018/1972, Annex IX, point 2.6).
• Respect end users' right to receive information on the measures adopted to guarantee equivalent access for end users with disabilities (Art. 65(1)(f)).
• If the Comisión Nacional de los Mercados y la Competencia requires it of internet access services or interpersonal communications services, publish up-to-date information on the measures taken to guarantee equivalent access for end users with disabilities (Art. 69(2)).

Ley 11/2022, de 28 de junio, art. 65(1)(o) and (p) · Read the law's page

• If you provide a number-based interpersonal communications service or operate a public electronic communications network, give end users a simple and free procedure to prevent the presentation of the identification of their line in the calls they make, or to the user who calls them (Article 65(1)(o)).
• Give end users a simple and free procedure to prevent the presentation of the originating line identification on incoming calls, and let them reject incoming calls on which that line does not appear identified (Article 65(1)(p)).
• Do not apply the restriction in Article 65(1)(o) to emergency communications to the number 112 or to the emergency entities a royal decree determines (Article 65(1)(o)).
• Meet the conditions a royal decree sets on the display, restriction and suppression of the originating and connected line identification (Article 65(1)(p)).

Ley 11/2022, de 28 de junio, art. 76 · Read the law's page

• If you provide an internet access service, treat all traffic equally, without discrimination, restriction or interference, regardless of the sender and receiver, the content accessed or distributed, the applications or services used or provided, or the terminal equipment used (Article 76(3)).
• Apply only traffic management measures that are reasonable: transparent, non-discriminatory and proportionate, based on objectively different technical quality requirements for specific categories of traffic rather than commercial considerations, not monitoring specific content and not kept longer than necessary (Article 76(3)).
• Do not block, slow down, alter, restrict, interfere with, degrade or discriminate between specific content, applications or services or specific categories of them, except where necessary and only for as long as necessary to comply with law or court judgments, preserve the integrity and security of the network, or prevent imminent congestion, treating equivalent categories of traffic equally (Article 76(3)).
• Do not let your agreements with end users or your commercial practices limit the right of end users to access and distribute information and content and to use and supply applications, services and terminal equipment of their choice (Article 76(1) and (2)).

Real Decreto 443/2024, arts. 18, 19, 23 y 24, Esquema Nacional de Seguridad 5G · Read the law's page

• If you are a 5G operator, a 5G supplier or a 5G corporate user, this scheme binds you under Real Decreto-ley 7/2022 (Article 4.1).
• As a 5G operator, analyse the risks to your 5G networks and services and send a new analysis to the Ministry for Digital Transformation and the Civil Service before 1 October 2024 and then every two years, or when it requires one after significant changes (Article 18.1 and 18.6).
• As a 5G operator, submit to an ordinary security audit at your own cost at least every two years, and to an extraordinary one after substantial changes that may affect the security measures (Article 23.2(j)).
• As a 5G supplier, analyse the risks of the equipment, hardware, software and ancillary services you provide for 5G networks, and give that analysis to the Ministry and to the operators you supply when required (Article 19.1 and 19.2).
• As a 5G supplier, meet security standards from design to commissioning, strengthen software integrity, manage updates and patches, and carry out a security audit of your equipment, products and services (Article 24.2(a), (b) and (e)).

Ley 11/2023, de 8 de mayo, de trasposición de Directivas de la Unión Europea en materia de accesibilidad de determinados productos y servicios, título I (arts. 1 a 31) · Read the law's page

• If you provide to consumers a service listed in Article 2(2)(a) to (f) (electronic communications, access to audiovisual media services, elements of passenger transport services, consumer banking, e-books and their dedicated software, or e-commerce), meet the universal accessibility requirements of Sections III and IV of Annex I (Ley 11/2023, Arts. 2(2) and 3(1)); urban, suburban and regional transport services meet Section IV only.
• Provide the service with products that meet Section I of Annex I and, where relevant, Section II; give information on how the service works, and on its accessibility features and interoperability with assistive devices, through more than one sensory channel and in a form that is easy to understand and perceivable; make your websites, related online applications, mobile device services and mobile applications perceivable, operable, understandable and robust; and have any support services you run (help desks, call centers, technical support, relay and training services) give information on the service's accessibility and compatibility with assistive technologies in accessible modes of communication (Annex I, Section III(a) to (d)).
• For e-commerce services, give the accessibility information on the products and services for sale where the responsible economic operator provides it, make the identification, security and payment function perceivable, functional, understandable and robust where it is provided as part of the service, and offer identification methods, electronic signatures and payment services that are perceivable, functional, understandable and robust (Annex I, Section IV(g)).
• For consumer banking services, make identification methods, electronic signatures, security and payment services perceivable, functional, understandable and robust, and keep information at or below level B2 of the Common European Framework of Reference for Languages (Annex I, Section IV(e)).
• For electronic communications services, offer real-time text as well as voice and full conversation with video support, and make emergency communications that use voice and text, or video, synchronized and transmitted by you to the most appropriate public safety answering point (Annex I, Section IV(a)); for services giving access to audiovisual media services, offer accessible electronic program guides and transmit subtitles, audio description, spoken subtitles and sign language in full (Annex I, Section IV(b)).
• For e-books, keep text and audio synchronized, do not block assistive technology, give access to and navigation through the content with a dynamic layout, allow alternative renditions, make the e-book discoverable through accessibility metadata, and do not let digital rights management block accessibility features (Annex I, Section IV(f)); for air, bus, rail and waterborne passenger transport, give information on the accessibility of vehicles, infrastructure and assistance and on smart ticketing, real-time travel information and additional services (Annex I, Section IV(c)); for urban, suburban and regional transport, make the self-service terminals used to provide the service accessible (Annex I, Section IV(d)).
• Include in your general conditions, or an equivalent document, the information that evaluates how the service meets the accessibility requirements, make it available to the public in written and oral form and in a way accessible to persons with disabilities, and keep it up to date (Art. 13(2) and (4)).
• Keep procedures that keep the service conforming, provide information showing that the way you provide and monitor the service keeps it conforming, take corrective measures where it does not conform, tell the competent authorities of the Member States where you provide it, and give a competent authority on a reasoned request the information it needs and your cooperation (Art. 13(5) to (8)).
• Make the products you use in the service with which the consumer interacts meet the accessibility requirements, remain responsible when you subcontract part of the service, and train your staff on accessible products and services (Arts. 14 and 15).
• A passenger transport service that meets the accessible-information and accessibility-information requirements of the European passenger rights regulations and railway interoperability acts is treated as meeting the corresponding requirements of Title I, and any additional requirement of Title I applies in full (Art. 4).
• Assess, under the criteria in Annex V, whether compliance would substantially modify the basic nature of the service or impose a disproportionate burden; document the assessment keep it for five years after the last provision of the service and give the authority a copy on request; renew it for each category or type of service when the service changes, when an authority asks and at least every five years; and send information to the authorities of the Member State where you provide the service (Art. 16(2), (3), (5) and (7)). You cannot rely on the disproportionate burden exception for accessibility improvements you fund from sources other than your own resources (Art. 16(6)), and you must still make the service as accessible as possible (Art. 16(1)).
• The service requirements and any obligation relating to compliance with them do not apply to a microenterprise, meaning an enterprise that employs fewer than 10 persons and whose annual turnover or annual balance sheet total does not exceed EUR 2 million (Arts. 3(3); Annex VII, point 16).
• Until 28 June 2030, you may keep providing services with the products you lawfully used to provide similar services before that date, continue service contracts concluded before 28 June 2025 unchanged until they expire but for no longer than five years from that date, and keep using self-service terminals lawfully in use before 28 June 2025 until the end of their economic life, for no more than ten years after they were put into operation (transitional provision, paras. 1 and 2).

Ley 10/2025, de 26 de diciembre, art. 16(3) and (4) · Read the law's page

• If the Act applies to you and you provide customer service by telephone, give that service a specific numeric code, different from the code you use to provide commercial services through the telephone channel, and use a specific code for those commercial services too (Article 16(3)); covered companies have twelve months from the Act's entry into force on 28 December 2025 to adapt their customer service (single transitional provision, paragraph 1).
• If you are an operator, block voice calls that arrive from special-rate or smart-rate numbers assigned to services other than customer service (Article 16(4)).
• If you are an operator that originates or receives a call, block on your own initiative, or when the competent authority asks, any voice communication from a telephone number with indications of originating commercial calls without a specific numeric code or without complying with Article 66(1) of Ley 11/2022 (Article 16(4)).
• Use technical systems to identify such calls only after the Secretaría de Estado de Telecomunicaciones e Infraestructuras Digitales authorizes them by reasoned resolution, and notify it of each blocking within two working days (Article 16(4)).

Ley 10/2025, de 26 de diciembre, por la que se regulan los servicios de atención a la clientela, art. 8 y disposición transitoria única (BOE-A-2025-26698) · Read the law's page

• If you are a company providing water, gas or electricity, passenger transport, postal, electronic communications or financial services in Spain, do not use an answering machine or similar means as the exclusive customer service channel (article 8(1)).
• When your answering machine, conversational bot or similar means handles a customer's query, complaint, claim or incident report by telephone or electronic means, let the customer request personalised attention from the options of your main menu at any time from the start of the interaction (article 8(2)).
• Provide personalised attention through a natural-person operator who answers in real time and identifies themselves at the start of the conversation, as soon as possible, so that on average 95 percent of requests are attended within three minutes (article 8(2)).
• This law is in force from 28 December 2025 but gives companies twelve months from then to adapt their customer service, so these duties bind from 28 December 2026 (disposición transitoria única, point 1).