New Customer Service Law in Spain: What Changes in 2025?
In 2025, Spain has taken an important step to protect consumer rights with the approval of the new customer service law, also known as the "3-Minute Law"This regulation seeks to improve the quality of customer service, ensuring faster response times and fairer treatment for consumers. Let's take a detailed look at what this law entails and how it impacts both businesses and customers.
What is the new customer service law?
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The new customer service law, approved by the Spanish Council of Ministers and currently in parliamentary process, establishes a series of minimum parameters that companies must meet to guarantee quality customer service. Some of the highlights include:
Maximum waiting time: Businesses must respond to customer service calls within a maximum of 3 minutes.
Rapid complaint resolution: Claims must be resolved within a maximum period of 15 days.
Human attention guaranteed: Customers have the right to be served by a real person, not just by automated systems, when they request it.
24/7 service for essential services: Companies such as energy, water, and telecommunications must offer continuous support.
Fines for non-compliance: Companies that fail to comply with these requirements may face significant fines.
This law is an effort to improve the customer experience in sectors that have traditionally received many complaints about long wait times and lack of personalized service.
What is the 3-minute rule?
The "3-Minute Law" is one of the key points of this new regulation. It establishes that no customer service call should take more than three minutes to answer, including waiting time. This applies to both phone calls and other support channels such as online chats or mobile apps.
The goal is to reduce customer frustration and improve customer service efficiency, prompting companies to strive to improve their internal processes to meet these deadlines.
What are the customer service standards under this law?
In addition to the maximum waiting time, this new legislation includes other important rules to ensure quality service:
Clarity in information: Businesses must provide accurate and complete information about products, services, and customer rights.
Transparency in processes: Customers should be clearly informed about wait times and the status of their claims.
Accessibility: Customer service facilities must be accessible to people with disabilities.
Prohibition of additional charges: No additional fees may apply for using customer service.
Data protection: Companies must comply with personal data protection regulations.
What should customer service have to comply with this law?
To comply with this new regulation, companies must ensure that their customer service meets the following requirements:
Requirement
Description
Speed
Responses in less than 3 minutes for calls and online messages.
Accessibility
24/7 care available for essential services.
Quick resolution
Claims resolution within a maximum of 15 days.
Human attention
Option to speak with a real agent whenever requested.
Transparency
Clear and precise information about products and services.
Impact for companies
This law represents a significant challenge for many businesses, especially those that operate with high call volumes or that have relied on automated systems to manage their customer service. Businesses that fail to adapt to these new regulations could face significant fines and damage to their reputation.
💡 Tip: If you're a business owner, now's a great time to invest in customer service technology, such as artificial intelligence for chats and ticket management tools, to comply with this new law.
