Law 10/2025 on customer service, the new mandatory quality standard in Spain

The Law 10/2025 customer service This marks a turning point in the relationship between large companies and consumers in Spain.

For the first time, the legislator establishes a cross-cutting regulatory framework of general application, which sets minimum mandatory parameters for quality, accessibility, traceability and evaluation in customer service, along with a specific methodology for measuring and auditing these services.

This is not a minor technical standard or a sectoral adjustment. We are facing a structural law, with the aim of correcting historical deficiencies in after-sales service, standardizing regulations and strengthening consumer protection, especially for those in vulnerable situations.

The upshot is clear: Customer service ceases to be an internal organizational matter and becomes a legal, measurable, and auditable obligation..

Law 10/2025 customer service, origin and purpose of the regulation

The Law 10/2025 customer servicePublished in the Official State Gazette on December 27, 2025 and in force from the following day, it was created to give effective compliance to article 51 of the Spanish Constitution, which entrusts the public authorities with the defense of consumers and users.

The regulation takes as a reference the General Law for the Defense of Consumers and Users, the New Consumer Agenda of the European Commission and a broad administrative and jurisprudential doctrine that had been pointing out structural deficiencies in customer service, especially in essential sectors.

The key is that these standards They cease to be volunteers.

Minimum mandatory parameters and evaluation methodology

The Law 10/2025 customer service fixed for the first time in Spain minimum mandatory parameters for customer service and establishes a structured evaluation system which allows verification of its actual compliance.

Until now, the quality of customer service relied on internal commitments or codes of good practice. With this law, care is configured as a evaluable system, based on metrics, documentary records and independent audits.

In particular, the regulation expressly governs customer service in the basic services of general interest, which include:

• water,
• gas,
• electricity,
• transportation,
• financial services,
• electronic communications,
• postal services.

Strategic objectives of Law 10/2025

Beyond the technical details, the Law 10/2025 customer service It pursues very specific objectives:

• Reduce waiting timesespecially in telephone customer service.
• Strengthen accessible channelsin-person and remote.
• Improve the traceability of claims, from its presentation to its resolution.
• Stop abusive commercial calling practicesclearly separating customer service and sales.

Although the law came into effect on December 28, 2025Companies have twelve months to adapt, which sets the maximum compliance period at the December 28, 2026.

The reality is that this time frame requires immediate planning.

Scope of application of Law 10/2025 customer service

The Law 10/2025 customer service It applies directly to:

• Companies providing basic services of general interest.
• Large companies and business groups that exceed the thresholds for staff, turnover or balance sheet.
• Public companies and administrations when they act as entrepreneurs and there is a consumer relationship.

In sectors such as finance or telecommunications, the law acts in a supplementary capacity, respecting sectoral regulations, but reinforcing material standards of quality and protection of vulnerable customers.

Mandatory personalized attention and limits to automation

The Law 10/2025 customer service introduces a clear obligation: Personalized attention should always exist as a real option..

The service cannot be exclusively automated. Systems based on robots or artificial intelligence cannot be the only means of contact.

The law states that:

• At least 95% of calls must be answered in less than three minutes, on average.

In practice, the rule intends that The consumer should not wait more than three minutes to be attended to by a person.

This forces companies to downsize human and technical resources.

Cost of calls and universal accessibility

The cost of telephone support is strictly regulated.

The consumer cannot pay more than the cost of a standard call. If the company offers premium rate numbers, it must also provide a standard alternative number and clearly state the cost of both.

It is forbidden to forward calls from free numbers to others that involve a cost.

In the case of people with hearing disabilities, the care should be complemented, at the user's choice, with:

• instant written messaging,
• video interpretation systems in sign language.

Commercial calls and consumer law

The law establishes a clear separation between customer service and commercial activity.

There must be:

• a specific numerical code for care,
• a separate one for business calls.

The company cannot use inquiries or complaints to sell products, except at the express request of the customer.

Operators must block irregular commercial calls.

If a consumer believes that a company is not complying with the regulations, they can file a complaint with:

• the Municipal Consumer Information Office,
• the regional consumer protection agencies,
• the enabled electronic channels.

Sanctioning regime and consequences of non-compliance

Law 10/2025 on customer service establishes a system of infringements and sanctions that can have a significant economic and reputational impact on companies that fail to comply with their obligations.

Types of infringements under Law 10/2025:

Infractions are classified into three levels of severity:

• Minor offenses: occasional breaches of waiting time standards, non-systematic failures in the traceability of claims, lack of clear information on service channels.
• Serious violations: Lack of personalized service channels, repeated failure to meet resolution deadlines, use of premium rate numbers without a free or standard alternative, failure to respond to the Administration's requirements in a timely manner, improper mixing of customer service and commercial activity.
• Very serious offenses: systematic refusal to serve people with disabilities or in vulnerable situations, deliberate obstruction of access to basic services, total noncompliance with imposed duties, recidivism in serious infractions, practices that generate serious social disruption or alarm among consumers.

Amounts of the penalties under Law 10/2025:

Based on the general consumer protection regime, the applicable fines are:

• Minor offenses: between 150 and 10,000 eurosThese amounts can be exceeded, reaching between two and four times the illicit profit obtained.
• Serious violations: between 10,001 and 100,000 eurosThese amounts can be exceeded, reaching between four and six times the illicit profit obtained.
• Very serious offenses: between 100,001 and 1,000,000 eurosThese amounts can be exceeded, reaching between six and eight times the illicit profit obtained.

Authorities competent to impose sanctions:

The power to impose sanctions belongs to:

• At Autonomous Communities, within the scope of its powers in consumer affairs.
• At supervisory authorities of the financial sector (Bank of Spain, CNMV, Directorate General of Insurance) in the case of the financial sector.

Telephone interpretation and compliance with Law 10/2025 on customer service

One of the most relevant aspects of Law 10/2025 on customer service It is the obligation to guarantee a accessible, understandable and effective care for all consumers, regardless of their language, origin or personal situation.

In this context, the Professional telephone interpreting It becomes a key tool for companies to comply with legal requirements for personalized attention, response times, and protection of vulnerable customers.

Interpretation service telephone for companies

In ATLS Global We offer services of Telephone interpreting immediate that allow companies to handle calls from customers who do not speak Spanish or the co-official language of the territory, without delays and guaranteeing full regulatory compliance.

Our service is specially designed for regulated and general interest sectors, where the correct understanding of information is essential to avoid incidents, claims or penalties.

What does our service include?

• Multilingual real-time telephone support.
• Specialized professional interpreters in legal, financial, health and essential services environments.
• Webinars and online training.
• Compliance with maximum waiting times required by Law 10/2025.
• Confidentiality and traceability in each call, with service quality control.

Telephone interpretation not only facilitates formal compliance with the regulation, but also strengthens the quality of service, reduces conflicts and improves the customer experience, aligning customer service with the legal and reputational standards required by the new regulatory framework.

Do you want to adapt your customer service to the new regulations? Contact us and discover how professional interpretation can protect your company and improve customer satisfaction.

Frequently asked questions about Law 10/2025 customer service:

Karen Aliaga

Business Manager with extensive experience in business development, sales and strategic client management.