On 26 December 2025, Spain’s Customer Service Law (Ley de Servicios de Atención a la Clientela) appeared unexpectedly in the BOE (the Official State Gazette). In short, the law states that large companies, and on top of that all providers of basic services (electricity, gas, water, transport, telephony, postal services and banking), must from now on guarantee that any customer who requests it has the right to be served by a human agent from the very first moment of the call. Companies must resolve any complaint or claim within a maximum of 15 working days, and they must publish clearly and visibly (on their website, contract or invoices) how and where to contact their customer service.
The rule applies immediately to essential-service companies regardless of their size, and to all other large companies that exceed 250 employees, 50 million euros in turnover, or 43 million euros on their balance sheet. All of them have until 28 December 2026 to comply, exactly one year after the law was published.
This means that if your company supplies telephony to customers, it has to meet certain obligations such as 24-hour-a-day support, although solely and exclusively for the reporting of incidents related to service continuity, in other words, for when the service fails or is interrupted. Not for any kind of general enquiry (those can still be handled during normal business hours). As a result, companies that have registered as telephony operators and consist of just 3 people are required to provide a support phone line available 24 hours a day, 365 days a year so that customers can report outages in their services.
Who is affected by the new Customer Service Law?
This raises several questions, and below we answer the most common ones for VoIP and telecom operators.
Does every telecommunications operator have to provide an emergency phone line?
Yes. Because a telecommunications operator is considered a “provider of basic services”, it is required by this law to offer a phone number that customers can call if they experience outages in their service.
What if I only work with businesses?
Here the law is a little more detailed. If you have individual consumers or self-employed (freelance) users, you must offer the 24-hour service, since they count as “customers”. But if you work exclusively with businesses, then the terms agreed in the commercial contract apply. So if the contract states that support will only be provided during specific hours, this law does not change that.
What if I only manage PBX systems, am I affected?
No, in principle. The status of “provider of basic services” or “essential-service company” only applies if the company is registered as a telecommunications operator with the CNMC (Spain’s National Markets and Competition Commission).
Link to the BOE with the Customer Service Law
Here is the full law so you can read it at your leisure: BOE-A-2025-26698-consolidado.
What do you think?
This new law raises a lot of questions, and we’re sure you have something to add. Are you a VoIP operator and directly affected? Do you think the obligation to provide 24-hour support is reasonable, or excessive for the smallest operators? Leave your opinion, questions or experience in the comments: we’d love to hear your point of view and discuss it together. Your comment may help other readers who are in the same situation as you!
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