Language policy law and the obligation to provide services in Catalan

For companies operating in Catalonia, the Language policy law It ceases to be a theoretical framework: It establishes specific obligations across all customer service channels, such as providing service in Catalan.

From the basic question, is it mandatory to have the website in Catalan?, to the nuances of the Mandatory attention in Catalan in Catalonia and the new requirements regarding Telephone interpreting in CatalanThe regulatory reality presents a challenge to companies in all sectors.

Today, more than ever, understanding the scope and implications of the Language Policy Act is not an option, but a strategic necessity for managers, legal officers, and digital teams. The legal environment changes, but the question remains the same: What does the law really mean for your digital presence and customer service in Catalonia?

This new scenario It's not exclusive to Cataloniato. The recent Law 10/2025 on Customer Service, already in force throughout Spain, marks a turning point in the linguistic rights of consumers.

Under this state regulation, utility companies, large corporations, and public administrations in any Autonomous Community is obliged to attend to and respond in the official language chosen by the client, guaranteeing the use of co-official languages ​​where appropriate.

Thus, what the Language Policy Law establishes in Catalonia is now a legal requirement equally applicable in Galicia, Basque Country, Navarre, Valencian Community, Balearic Islands and any territory with a co-official language. The law makes multilingual care a legally enforceable right and establishes it as a national standard, affecting all channels: face-to-face, telephone and digital.

Language Policy Act: serve in Catalan

To understand whether or not it is mandatory to have the website in Catalan, we must first analyze the origin, objectives and scope of the Law 1/1998 on linguistic policy from Catalonia. This regulation, still fully in force after the reform of the Statute of 2006, represents the backbone of the use of official languages ​​in the Catalan territory.

The law pursues one main objective: to guarantee the knowledge, use and protection of Catalan as the official language of Catalonia, without undermining the right of citizens to use Castilian Spanish. In practice, this translates into an active promotion of Catalan in all areas; administration, business, culture, media, education, and of course, digitally as well.

He regulatory framework It highlights the role of Catalan as an element of identity, but its true significance lies in the fact that It is not limited to paper, but is actively implemented through regulations, inspections, and awareness campaigns..

The Generalitat maintains a proactive attitude, which has placed Catalonia at the forefront of linguistic protection at the European level.

This means that companies must go beyond mere formal compliance: Adapting your website and customer service channels to Catalan is not just a matter of law, but also of reputation, market connection and minimizing risks..

Language policy law and providing service in Catalan: does your website have to be available in Catalan?

We're getting to the key issue. The Language policy law It includes, in several articles, the obligation to use Catalan in information intended for the public. But how does this translate into the digital realm?

The Articles 31 and 32 are especially relevant:

• Article 31: Companies that provide public services —both public and private— must use at least Catalan in their communications and notifications, including invoices and documents addressed to residents in Catalonia.

• Article 32: Establishments open to the public are required to use, at least, Catalan in signage, product and service information, commercial documentation and offers directed to the consumer.

The most widespread and established interpretation is that These obligations also apply to the digital channel. In other words, a website that provides services or sells products to Catalan consumers must offer, at least, its essential information in Catalan.

The result is clear.: The law requires that essential and user-accessible information be available in Catalan, and Spanish or foreign languages ​​are not sufficient. This includes product descriptions, terms and conditions, contact forms, customer service, and legal information. In short, Mandatory service in Catalan is now a reality in the Catalan digital environment.

Please provide service in Catalan: real scope and practical criteria according to the Language Policy Law

But what exactly does that entail? serve in Catalan? The key is to distinguish between the purely informative content and the direct business relationship with the consumer.

• If the website only offers corporate information and does not interact commercially, the regulatory risk is lower, although the official recommendation remains to translate the essential content.
• If the website allows for hiring, online purchases, reservations, requests or personalized attention, the obligation is reinforced and the Generalitat's demand intensifies.

In practice, The Catalan administration focuses its inspections and sanctions on websites of companies that maintain a direct relationship with the consumerespecially in regulated sectors: tourism, commerce, banking, telecommunications, education and digital services.

Mandatory service in Catalan means that any point of contact —form, chat, customer service email, legal terms— must be accessible and operational in Catalan. Automatic translations and a residual presence of the language are not enough: The user experience in Catalan must be complete and functional.

Telephone interpreting in Catalan: mandatory attention according to the Language Policy Act

In the era of omnichannel, compliance with Language policy law and the obligation to serve in Catalan They transcend the web environment and encompass all channels of interaction with the customer. One of the aspects that has evolved the most in recent years is that of the Telephone interpreting in Catalanespecially for companies and public services that manage calls, queries or complaints through call centers or contact centers.

The key is to ensure that anyone who contacts a company by phone in Catalonia can be served in Catalan, regardless of the channel, the operator's location, or the nature of the query. This means that the legal obligation to offer service in Catalan not only affects online texts and forms, but also extends to the oral sphere, both in customer service and in real-time interpretation or translation services.

What does telephone interpreting in Catalan mean for companies?

In practice, meeting this requirement requires companies to have agents, interpreters, or technological solutions capable of ensuring smooth and professional communication in Catalan on any call. Simply offering the option in the phone menu is not enough: Effective care must be real, immediate, and of high quality.

This requires:

• Having staff trained in Catalan or access to professional interpreters when necessary.
• Integrate telephone interpretation services that allow simultaneous translation for users who require it.
• Ensure that all customer service, incident management, and telephone support protocols meet the same quality standards as in other languages.

The upshot is clear: the Telephone interpreting in Catalan It is becoming an essential component of regulatory compliance, especially for sensitive sectors such as healthcare, banking, insurance, public administration, tourism, and emergency services.

Strategic advantages of multilingual telephone support

Beyond avoiding penalties and complying with the law, the integration of Telephone interpreting in Catalan It offers real advantages:

• It strengthens customer confidence and improves the user experience.
• It differentiates the company as a benchmark in inclusion and cultural proximity.
• It reduces friction and misunderstandings in communication, increasing operational efficiency.
• It opens the door to new market segments, especially in services with high demand for personalized attention.

The digital transformation It must also be a linguistic transformation, both in digital channels and in direct voice communication with the customer. Offering telephone support in Catalan is not only a legal obligation, but also an opportunity to position yourself as a company that is committed, inclusive, and adapted to the social reality of Catalonia.

Exceptions, legal nuances and case law on providing service in Catalan

Are there any exemptions? The law provides for some important nuances. For example, citizens can request assistance in Spanish, and in that case, the company must provide it. However, this This does not exempt you from the initial obligation to provide the relevant information in Catalan..

Case law and administrative interpretation have been defining the practical limits of the rule. For example, there is no requirement to translate into Catalan general blog content, international news, or sections not related to contracting or direct consumption. But Everything that is relevant to the Catalan customer —and could affect their decision to buy, hire or deal with the company— must be in Catalan, without exception..

Consequences and penalties for non-compliance with the Language Policy Law when providing service in Catalan

In recent years, the Generalitat has intensified its monitoring and the imposition of sanctions on companies that do not comply with the Language policy law in the digital environment and in customer service channels. The consequences can range from adaptation requirements to financial fines, the amount of which varies according to the volume of business and the severity of the non-compliance.

Furthermore, there is a growing reputational risk: Consumers can file complaints with the Síndic de Greuges and the regional government itself. In recent cases, large e-commerce platforms and hotel chains have been sanctioned and forced to adapt their websites to comply with the obligation to serve in Catalan.

This demonstrates the protection of Catalan in the digital environment and in customer service. It is not just a political aspiration, but an active policy of control and sanction..

International comparison and comparison with other autonomous communities regarding the obligation to provide service in Catalan

The Catalan case is not unique, but it is especially rigorous. Communities such as the Basque Country or Galicia have also legislated in favor of their co-official languages, although with varying degrees of rigor and application.

The difference lies in the proactivity of the Generalitat and the clarity of its criteria: Catalan must be present in digital life and in consumer services, and non-compliance will be penalized.

At the international level, some European countries have developed similar language protection policies, but few reach the level of digital and telephone implementation required by Catalan regulations. For companies with an international presence, this implies an additional challenge: adapt the digital and multichannel strategy to the legal and cultural reality of each market.

Business advantages of adapting the website and customer service to Catalan

Beyond the legal obligation, adapting the website to Catalan and offering Mandatory attention in Catalan, including telephone interpreting, offers clear competitive advantages:

• Improves reputation and brand image in Catalonia
• Expand your reach and connection with Catalan-speaking consumers
• Comply with the law and reduce the risk of penalties.
• Optimize your SEO for Catalan searches, gaining visibility and quality traffic
• It strengthens the relationship with the administration and opens doors to grants and specific aid.

The conclusion is obvious: Complying with the Language Policy Law and providing service in Catalan is not only a matter of legal requirement, but also a strategic opportunity for companies that wish to differentiate themselves and consolidate their position in the Catalan market..

Strengthening linguistic rights in customer service

The proposed law promoted by the Ministry of Consumer Affairs represents a profound transformation: It would affect all companies with more than 250 employees, an annual turnover exceeding 50 million euros, or those that offer services considered basic or public.. The list is extensive and includes strategic sectors:

• Electricity, gas and water supply companies
• Telephone and telecommunications operators
• Aeronautical and railway companies
• Bus transport and postal services
• Audiovisual content and streaming platforms
• Banks, financial institutions and insurance companies
• Any company that provides a public service

This means that the obligation to serve in Catalan It would cease to be an autonomous peculiarity and become a state standard for all large companies and critical services, with an unprecedented scope to date.

Enhanced requirements: resources, training and active responsibility

The affected companies must ensure that Their customer service departments are equipped with the appropriate human, material, technical and organizational resources to fulfill their functions, with the added precision provided by Junts: “and to guarantee linguistic rights”.

In practice, this requires:

• Having effective multilingual support teams and channels sized to meet actual demand.
• Recruit staff with prior specific training in co-official languages, a requirement that becomes mandatory in the selection and training of agents, both in person and through telephone and digital channels.
• Implement training and continuing education plans, direct responsibility of the company, to ensure that professionals maintain and update their language skills.

What does this mean for large companies and essential services?

Customer service in Catalan and other co-official languages ​​must be fully integrated into the customer experience, both on the website and across all contact channels, especially in telephone and in-person service.

Companies leading in strategic sectors must adopt a proactive and sustainable vision of business multilingualism, understanding language training and resource allocation as an investment in reputation, competitiveness and legal compliance.

In practice, this means:

• Review and redesign processes for personnel selection, training, and certification.
• Audit service channels and protocols in all required languages.
• Implement technological and human solutions that guarantee multilingual service, even during peak demand or emergency situations.
• Establish metrics and reporting systems that demonstrate, to clients and authorities, effective and continuous compliance.

Recommendations for companies: How to comply with (and take advantage of) the Language Policy Law and provide service in Catalan

To effectively comply with the law and extract the maximum benefit, the strategy must be comprehensive:

• Translate into Catalan All relevant commercial, contractual and customer service information is available on the website.
• Ensure that forms, general conditions and legal notices are available and usable in Catalan.
• Audit and regularly update digital content to maintain regulatory compliance.
• Train internal teams in digital and telephone language management and adaptation.
• Adopt a strategic vision: not to limit ourselves to minimum compliance, but to seek a differentiated experience for the Catalan-speaking user on all channels.

Anticipate and lead in multilingual care

The key is to anticipate, not just react. Experience shows that those who anticipate regulations, integrate training and linguistic resources into their service model, and commit to professional telephone interpreting, consolidate a sustainable advantage in the market.

Do you want to adapt your website, customer service channels, or telephone service to the Language Policy Law and the new state requirements?
At ATLS Global we help you ensure legal compliance, improve your customer experience and lead in multilingual service.

Contact us for a personalized consultation or to discover our comprehensive solutions in translation and support in Catalan.

Frequently Asked Questions about serve in Catalan in customer service

Anabel Ruiz