Consumer right to human service (Law 31601)

Consumer right to human service

In forceLaw 31601

Summary

Requires businesses that serve customers through chatbots or digital assistants to always offer the option of being served by a person.

Businesses selling to consumers in Peru that use automated customer service.

Penalties under the Consumer Protection Code imposed by INDECOPI, up to 450 UIT.

Official name: Ley N.° 31601, Ley que modifica el Código de Protección y Defensa del Consumidor para garantizar la atención personal
Official reference: Ley 31601, El Peruano, 5 de noviembre de 2022
Regulator: INDECOPI
Official source: Check the sourceHow we verify sources

Obligations table
Obligation	Article or citation	Status	Date	Who it applies to	Verification
Always offer the option to talk to a person	Ley 29571, art. 1.1, literal l), incorporado por la Ley 31601	In force	Already applicable	Businesses that serve consumers through chatbots, digital assistants, automated voice response or automated messaging.	Verified in the official source on November 2, 2026

Ley 29571, art. 1.1, literal l), incorporado por la Ley 31601In force

Already applicable

When it relates: Businesses that serve consumers through chatbots, digital assistants, automated voice response or automated messaging.
What the rule provides: Give consumers the alternative of being served by a person whenever AI-based or digital-assistant service is used.
Allow that option at any stage of the conversation and make it easy to find.
Typical evidence: Chatbot flow showing the human option
Response times of the human channel
Related base documents: Human Escalation Protocol for Customer Service
Supporting documents: AI Interaction Notice and Synthetic Content Labeling
AI Transparency and User Explanation Policy
Verification: Verified in the official source on November 2, 2026Wording of the added clause confirmed in legal sources and the Congress consolidated text; the law sets no adaptation period. Checked in El Peruano on Nov 2, 2026: it adds literal l) to Art. 1.1 of Law 29571 (right to a personal-service option when the provider offers an automated service system assisted by AI or a digital assistant).