The Spanish government is introducing a bill that aims to make it mandatory for companies to have a real person for customer service, removing automated customer service which, to tell the truth, is annoying to many consumers.
The draft law was proposed by the Ministry of Consumer Affairs. It will need the approval of the State Council and MPs before it becomes law. But why this decision?
The Minister of Consumer Affairs, Alberto Garzón, said: "Customer service very often causes endless headaches for Spanish families, because many companies create bureaucratic labyrinths to stop you from exercising your right to service.
"These difficulties also represent a huge waste of energy, time and money for families, [where] many of them give up their rights."
Basic service providers, such as utilities, telephone and internet services, will have to provide customer service 24 hours a day, 365 days a year. All other firms will be required to provide customer service during normal business hours.
The law will apply to all service providers, regardless of their size, and to all other companies with more than 250 employees or if their turnover exceeds 50 million euros per year. Fines for violating the law will range from 150 to 100,000 euros.
