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The new customer service law in Spain aims to make queries and complaints easier for consumers
The days of waiting for hours on end to have a complaint resolved or being forced to tap buttons in response to a robotic automated service are soon to come to an end thanks to Spain’s new customer service law, which aims to eliminate the “administrative labyrinths” that many consumers face when trying to deal with a company call centre.
Once fully approved, companies will have to limit the time customers are put on hold and ensure that issues are resolved within 15 days, or face fines of between 150 and 100,000 euros.
Shorter waiting times
The new law will limit telephone waiting times for general information, claims or after-care services to a maximum of three minutes and within a year of the regulations coming into force, businesses will have to guarantee that 95% of calls are answered even quicker than this.
In addition, complaints must be satisfactorily resolved with 15 days (it’s currently 30 days) and in the event that a customer is affected by service interruptions, such as an electricity or internet outage, companies must tell the person what the problem is and provide a solution within two hours.
Finally, the supply of internet, gas, water and power can’t be cut off to households if there is a claim in progress.
Limit on automated answer services
Another measure which will have many customers rejoicing prohibits companies from using only an automated system to respond to customers. In other words, if a person demands to speak to a human customer service representative regarding their query, all businesses must provide this option.
The law also aims to prevent companies from pushing other goods or services on people that have simply called for customer service.
“The customer service department is separated from another series of departments, such as marketing,” the Minister of Consumer Affairs explained.
24-hour helpline for essential services
In general, businesses will have to provide customer care during their regular hours of business. However, companies that belong to the basic service sector, which includes water, internet, electricity and transport, will have to guarantee 24-hour call centre, seven days a week, 365 days a year.
Support for elderly or disabled
The regulations establish that companies must adapt their services “specifically” to older people and those with disabilities, offering “alternatives” such as instant messaging or video calls with sign language.
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