Spain to ban automated customer service
The Spanish government is proposing a new bill that would ban automated customer service in its local call center industry.
The bill was proposed by the Ministry of Consumer Affairs Alberto Garzón and backed by the country’s ruling left-wing coalition in November.
Garzón said, “Customer services… far too often cause endless headaches for Spanish families, because far too many companies create bureaucratic labyrinths to stop you from exercising your right to service.
“These difficulties also represent an enormous waste of energy, time, and money for the families, [with] many being resigned to giving up on their rights,” the minister added.
The bill also includes the proposal to limit the call center waiting time to three minutes, providing customer service 24 hours a day, 365 days a year.
All customer complaints would also have to be responded to within 15 days, with a provision allowing each of Spain’s autonomous communities to cut that down even further if they choose to do so. Fines for breaking the law would range from €150 to €100,000.
The proposed bill will not wait for the approval of Spain’s Council of State, followed by MPs, before it can become law.
