Companies that provide basic services of general interest, such as water, energy, transportation, telephone or financial services,
will be obliged to provide their customers with personalized telephone attention
, not only through answering machines, when they call to make a claim. .
This is included
in the draft of the Customer Service Law,
approved this Tuesday in the Council of Ministers.
Companies with more than 250 workers, with an annual business of more than 50 million euros or a business balance of more than 43 million will also be obliged to do so.
This is one of the main novelties of the text promoted by the Ministry of Consumption and which aims to regulate customer service services.
"The vast majority of Spaniards have seen ourselves at one time or another trying to defend ourselves against any provision of the services that we hire through an answering machine,
in despair of not being attended to in a reasonable time
and of not being able to be attended by a natural person ", explained the spokesman minister, Isabel Rodríguez.
This law deepens
"in that attention that the client has to receive in a personalized way
in such a way that they even have the right to be attended by a natural person and not by a robot through the answering machines," he stated in the conference. press after the Council of Ministers.
The future law contemplates the obligation of the company to maintain personalized communication when the consumer makes a query or complaint by phone or email.
In the event of dissatisfaction with the care received, the user may request that the communication be transferred with a supervising natural person, who must attend to them during the same call.
The law establishes limits on telephone waiting times
and prohibits referral from a toll-free telephone to numbers that imply an additional cost.
The hours of customer service will be adjusted to the business hours of the company and
for basic services of general interest it will be 24 hours.
The companies will also have a period of one month to answer the claims made by the customers and they will not be able to take advantage of that time to make offers or promotions, unless they are related to the complaint.
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