Customer Service Act (Law 10/2025)

Customer Service Act

In forceLaw 10/2025

Summary

It allows chatbots and AI in customer service but bans them as the only channel. Customers must be able to ask at any time to talk to a person who answers in real time and identifies themselves. Covered companies have until December 28, 2026 to adapt.

Who it applies to

Basic service companies (water, gas, electricity, passenger transport, postal, telecom and financial services) of any size, and other companies selling to consumers in Spain with 250+ employees, turnover above EUR 50M or a balance sheet above EUR 43M (any one criterion).

Penalties

Consumer-law infringement, penalized under the General Consumer Protection Act and regional law.

Official name: Ley 10/2025, de 26 de diciembre, por la que se regulan los servicios de atención a la clientela
Official reference: BOE núm. 312, de 27 de diciembre de 2025 (BOE-A-2025-26698); en vigor el 28 de diciembre de 2025
Regulator: National and regional consumer authorities
Official source: Check the sourceHow we verify sources

Key dates

December 28, 2025Entry into force
December 28, 2026End of adaptation period

Obligations and dates

Obligations table
Obligation	Article or citation	Status	Date	Who it applies to	Verification
Offer human service whenever the customer asks	Ley 10/2025, arts. 2, 3.11, 8, 9.2 y 10.3; disposición transitoria única	Adopted, applies later	December 28, 2026	If you serve consumers with chatbots, voicebots or agents and you are a basic service company (utilities, telecom, passenger transport, postal, financial) or a large company. Mid-size firms above EUR 50M turnover or EUR 43M balance sheet are also covered.	Verified in the official source on November 2, 2026

Offer human service whenever the customer asks

Ley 10/2025, arts. 2, 3.11, 8, 9.2 y 10.3; disposición transitoria únicaAdopted, applies later

Applies from December 28, 2026

When it relates: If you serve consumers with chatbots, voicebots or agents and you are a basic service company (utilities, telecom, passenger transport, postal, financial) or a large company. Mid-size firms above EUR 50M turnover or EUR 43M balance sheet are also covered.
What the rule provides: Do not use automated systems as the only service channel.
Allow customers to request personal service from the start and at any point in the bot conversation.
The person must answer in real time and identify themselves at the start; 95% of requests must be answered, on average, in under three minutes.
Properly train staff who design and manage automated tools.
In financial services sector rules apply first and this law applies as a supplement.
Typical evidence: Escalation-to-human protocol with target times.
Response-time metrics.
Training records for the team managing the bots.
Related base documents: Human Escalation Protocol for Customer Service
Supporting documents: AI Interaction Notice and Synthetic Content Labeling
AI Literacy and Training Plan
AI Vendor Service Level Agreement (SLA)
Verification: Verified in the official source on November 2, 2026Checked in the BOE. Note: the preamble mentions six months, but the sole transitional provision sets twelve months from entry into force; the operative text prevails (Dec 28, 2026). Insurance is assumed to fall under financial services; confirm case by case.