Law 10/2025 requires large companies that sell to consumers, and companies in utilities, transport, postal services and telecommunications, to offer free customer service, with service by a person in under three minutes and a response within 15 business days. The deadline to comply is December 28, 2026. We get it done with you.
Does Law 10/2025 apply to you? Free assessment
Tell us what your company does, how large it is and how you handle customers today, and we will tell you what to change.
The law sets channels, waiting times, response deadlines, accessibility, surveys, an annual evaluation and an external audit. We review your service from end to end, including when a provider runs it.
We check whether you fall under the basic services of Art. 2(1) or whether you, or your group, exceed the Art. 2(2) thresholds: 250 employees, €50 million in turnover or €43 million in total assets.
We review the contracting, postal, telephone and electronic channels, the menu for reaching a person from the start, and the ban on using automated answering systems as the only means.
We check that a call costs no more than a standard call, is not redirected to premium-rate numbers, and that you can measure that 95% of calls are answered in under three minutes.
We design the workflow: identification code, receipt on a durable medium, at least ten business days to remedy defects, a reasoned response within 15 business days and notice of out-of-court options.
We adapt channels and information for people with disabilities, older people or people with limited digital skills, with support measures, priority service and accessible formats.
We set up the satisfaction system and the annual quality evaluation, and prepare you for the audit by an ENAC-accredited body, which is published on your website.
The law applies by sector or by size, and also when a third party provides the service. These are the most common cases.
Water, gas, electricity, passenger transport, postal services and electronic communications are covered regardless of size, with specific rules for supply incidents.
If you or your group exceed 250 employees, €50 million in turnover or €43 million in total assets and you sell mainly to consumers, the law applies to you.
The law applies in the same way even if the service sits within a third party’s structure or outside Spain: the contract with the provider must guarantee every requirement.
Companies have twelve months from the law’s entry into force, on December 28, 2025, to adapt their service.
Figures from Law 10/2025 of December 26, which regulates customer service.
of calls must be answered, on average, in under three minutes.
Maximum average time to answer 95% of requests to speak with a person.
Maximum time to resolve inquiries, complaints, claims and incidents, unless sector-specific rules provide otherwise.
Maximum time to respond to claims about billing or undue charges.
Maximum time to respond to inquiries or incidents about cuts or suspensions of continuous basic services.
Adaptation period from the law’s entry into force on December 28, 2025.
We review your channels, your response times and your provider contracts, and give you the list of changes in order of urgency.
Two groups. First, companies that provide basic services of general interest in Spain: water, gas and electricity supply; passenger transport by air, rail, sea and bus; postal services; electronic communications, and financial services, the last two under their own sector rules (Art. 2(1)). Second, companies or groups that sell goods or services mainly to consumers and exceeded the Art. 2(2) thresholds in the previous year.
Art. 2(2) refers to having employed at least 250 people, annual turnover of more than €50 million or total assets of more than €43 million, individually or within the group of companies (Article 42 of the Commercial Code). The text published in the BOE lists them as alternatives; some read them cumulatively, as in the EU definition of a large company, so check them against your own figures and your group’s.
The sole transitional provision gives twelve months from entry into force. The law came into force on December 28, 2025, so the deadline ends on December 28, 2026.
Yes, but not as the only means. The customer must be able to ask for service by a person from the main menu and at any point in the interaction; 95% of those requests must be answered, on average, in under three minutes, and the communication cannot be cut off because of a long waiting time (Art. 8).
At most, the same as a call to a geographic landline or a standard mobile number (Art. 10(1)). If you use a special-rate number, you must offer an alternative geographic or mobile number on equal terms. Forwarding a toll-free number to paid numbers is prohibited, and the service cannot generate revenue at the customer’s expense (Art. 10(4)).
As a general rule, 15 business days from filing, unless sector-specific rules set a different deadline (Art. 17(1)). Complaints about billing or undue charges must be answered within a maximum of five days, and incidents affecting the continuity of basic services, such as a supply cut, within two hours.
Yes. The law applies whether the service sits in your own structure or a third party’s, and wherever the service center is located (Art. 2(3)). The company also bears the burden of proof that it complies (Art. 4(7)), so the contract with the provider must let you measure and demonstrate each requirement.
Breaches are penalized as consumer-law infringements, under the General Law for the Defense of Consumers and Users and regional legislation (Art. 23). Fines range from €150 to €10,000 for minor infringements, from €10,001 to €100,000 for serious ones and from €100,001 to €1,000,000 for very serious ones, and may exceed those amounts depending on the unlawful profit obtained (Art. 49 of that law).
What the law measures can be audited: waiting times, deadlines, accessibility and satisfaction. Get ready to prove it.
Sector, your own or group size and type of customer decide whether you are covered and which rules apply to you.
Answered calls, waiting times and response deadlines are recorded from day one.
The annual evaluation and the accredited audit, published on your website, show that you comply.
Source: Law 10/2025 of December 26 (Arts. 2, 4, 5, 7–14, 17, 18, 21–23 and the sole transitional provision).
These terms appear in Law 10/2025 and in any review by consumer authorities.
The service that handles customers’ inquiries, complaints, claims and incidents.
Service by a natural person who answers in real time and identifies themselves at the start.
Code that lets the customer track the status of an inquiry or claim.
Document on a durable medium showing the content, date and time of the complaint.
A medium that allows information to be stored and reproduced without alteration.
Utilities, passenger transport, postal services, electronic communications and financial services.
A customer who needs support or assistance, such as people with disabilities or older people.
Documented annual measurement of the service’s quality level, published on the website.
Annual review, by a body accredited by ENAC, of the reliability of the measurements.
In-house service: your company.
Outsourced service: your company, even if a third party provides it (Art. 2(3)).
In-house service: your company bears it (Art. 4(7)).
Outsourced service: also your company: the provider must give you the data.
In-house service: you measure them with your own systems.
Outsourced service: they are measured against service levels set in the contract.
In-house service: you provide it (Art. 9(2)).
Outsourced service: you must require it from the provider and verify it.
In-house service: you are the controller.
Outsourced service: the provider processes data on your behalf: you need the GDPR processing contract.
These are failures that a customer or an inspection spots on the first call.
Tell us what your company does, how large it or its group is, and how you handle customers today, and we will tell you what you need to change before December 28, 2026.
Updated October 15, 2026
Law 10/2025 of December 26, which regulates customer service, came into force on December 28, 2025. It sets a minimum quality level for the customer service of basic-services companies and of large companies that sell to consumers.
Companies, established in Spain or abroad, that provide in Spain water, gas and electricity supply, passenger transport, postal services, electronic communications or financial services (Art. 2(1)), and companies or groups that sell mainly to consumers and exceed the Art. 2(2) thresholds. Financial services and electronic communications are governed by their sector-specific rules; if you are a bank, payment institution or insurer, see our page on the customer service department of financial entities.
A service that is free, effective, universally accessible, inclusive, non-discriminatory and subject to evaluation (Art. 4(1)); postal, telephone, electronic and contracting channels (Art. 7); personal service at the customer’s request, with no automated answering systems as the only means (Art. 8); standard call cost (Art. 10); identification code, receipt and reasoned response (Arts. 11–13), and opening hours aligned with business hours, with 24 hours for continuity incidents of basic services (Art. 14).
Inquiries, complaints, claims and incidents must be resolved within 15 business days at most, unless sector-specific rules say otherwise; billing or undue-charge matters within five days, and incidents about the continuity of basic services within two hours (Art. 17). A case cannot be closed because the deadline has passed when the delay is not attributable to the customer (Art. 13(2)).
Companies must implement a satisfaction rating system (Art. 18), an annual quality evaluation (Art. 21) and an annual audit by an ENAC-accredited body (Art. 22), which may be biennial for smaller companies; the documentation and the audit are published on the website. Breaches are penalized under consumer law (Art. 23).
Adapting to Law 10/2025 is part of your company’s regulatory compliance. If you record calls or outsource customer service, also review your data protection obligations and your contracts with providers.