SpainLey 10/2025, Customer Service Rules for Automated Channels (Article 8 and Transitional Provision)
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)
An AI sector rules rule binding public and private bodies.
As of .
What it requires
- This law is in force from but gives companies twelve months from then to adapt their customer service, so these duties bind from (disposición transitoria única, point 1).
- 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)).
What this law does
Ley 10/2025 applies to all companies, established in Spain or in any other State, that effectively carry out basic services of general interest offered or provided in Spanish territory, namely water, gas and electricity supply and distribution, passenger transport, postal services, electronic communications and financial services. Article 8(1) prohibits the use of answering machines or similar means as the exclusive means of customer service.
Article 8(2) requires the use of answering machines, conversational bots or similar means to offer customers the possibility of requesting personalised attention from the options in their main menu, at any time of the interaction, from its start. Personalised attention is attention offered directly by a natural-person operator who answers the customer in real time and must in every case identify themselves at the start of the conversation.
The company must provide personalised attention as soon as possible after the request, ensuring that on average 95 percent of requests for it are attended within less than three minutes of the request. Companies must adapt their customer service to the Act within twelve months of its entry into force. The Act entered into force on .
When LexLint raises it
When your app profile says your app deploys a chatbot, provides financial services, provides telecom services or runs an essential service.