{"id":15924,"date":"2026-01-14T08:22:35","date_gmt":"2026-01-14T08:22:35","guid":{"rendered":"https:\/\/www.duransindreu.com\/?p=15924"},"modified":"2026-01-28T15:44:15","modified_gmt":"2026-01-28T15:44:15","slug":"the-new-customer-service-act-sac-act-key-points-for-business-adaptation","status":"publish","type":"post","link":"https:\/\/www.duransindreu.com\/en\/the-new-customer-service-act-sac-act-key-points-for-business-adaptation\/","title":{"rendered":"The new Customer Service Act (&#8220;CSA&#8221;): key points for business adaptation"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"15924\" class=\"elementor elementor-15924 elementor-15077\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7d26b7b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7d26b7b\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-f1e9638\" data-id=\"f1e9638\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a439f40 elementor-widget elementor-widget-text-editor\" data-id=\"a439f40\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Legal Note<\/strong><\/p><h1 class=\"text-2xl font-bold mt-1 text-text-100\">The new Customer Service Act (&#8220;CSA&#8221;): key points for business adaptation<\/h1>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2a17e4b elementor-widget elementor-widget-text-editor\" data-id=\"2a17e4b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>On December 28, 2025, <a href=\"https:\/\/www.boe.es\/diario_boe\/txt.php?id=BOE-A-2025-26698\" target=\"_blank\" rel=\"noopener\">Law 10\/2025 of December 26, regulating Customer Service (hereinafter, the \u201cCSA Act\u201d)<\/a>, entered into force following its publication in the Official State Gazette (BOE) the previous day.<\/strong> This regulation introduces a new comprehensive legal framework aimed at establishing minimum standards of quality, accessibility and response times in customer service provided to consumers and users.<\/p><div><p><strong>The CSA Act grants companies a twelve\u2011month adaptation period, ending on December 28, 2026,<\/strong> to adjust their systems, procedures and customer service channels to the new legal requirements. Given the broad scope of application, the regulation will have a significant impact on both large companies and entities providing essential services of general interest.<\/p><p>Below are the main aspects of the SAC Law that must be considered to ensure its proper application and compliance.<\/p><h5><strong><br \/>Objectives and purpose of the &#8220;CSA&#8221; Act<\/strong><\/h5><p>The primary objective of the CSA Act is to <strong>reinforce consumer protection<\/strong>, ensuring that customer service is effective, accessible, inclusive, and measurable. To that end, it establishes a <strong>common legal framework of minimum quality standards<\/strong>, applicable across various economic sectors.<\/p><p>The regulation responds to the growing relevance of customer service in a context marked by digitalisation, the increase in remote commercial interactions, and the complexity of communication channels. It also seeks to <strong>harmonise existing criteria and levels of requirement<\/strong> across sectors, reducing prior regulatory fragmentation.<\/p><h5><strong><br \/>Scope of application: which companies are obliged<\/strong><\/h5><p>The CSA Act has a broad subjective scope of application. First, it applies to companies providing essential services of general interest within Spanish territory, including:<\/p><ul><li>water, gas and electricity supply and distribution;<\/li><li>passenger transport (air, rail, maritime and road);<\/li><li>postal services;<\/li><li>electronic communications services;<\/li><li>financial services.<\/li><\/ul><p>In addition, the Law applies to companies and corporate groups that provide services or sell products primarily to consumers and users, operating in Spain and meeting at least one of the following thresholds in the preceding financial year:<\/p><p style=\"padding-left: 40px;\">(i) an average workforce of 250 or more employees;<br \/>(ii) an annual turnover exceeding 50 million euros; or<br \/>(iii) an annual total balance sheet exceeding 43 million euros.<\/p><p>The CSA Act is <strong>supplementary to specific sectoral regulations<\/strong>, which prevail where they provide an equal or higher level of protection. It also applies to <strong>public entities when acting under market conditions comparable to private companies<\/strong>.<\/p><h5><strong><br \/>General principles of customer service<\/strong><\/h5><p>Obligated companies must provide customer service that is <strong>free of charge, effective, universally accessible, inclusive and measurable<\/strong>. Key obligations include:<\/p><ul><li>enabling the submission of inquiries, complaints and claims, providing an identification code and proof of submission on a durable medium;<\/li><li>guaranteeing a <strong>prompt and reasoned resolution<\/strong>, including the right to reimbursement or compensation where applicable;<\/li><li>providing <strong>adapted service to vulnerable consumers<\/strong>, particularly persons with disabilities or over 65 years of age;<\/li><li><strong>not suspending ongoing services<\/strong> due to the filing of a claim, except in legally established cases;<\/li><li>informing customers <strong>immediately<\/strong> of any incident affecting service provision.<\/li><\/ul><h5><strong><br \/>Service channels and minimum quality parameters<\/strong><\/h5><p>The CSA Act requires that customer service be provided, at minimum, through the same channels used for contracting, in addition to postal, telephone and electronic channels. <strong>The exclusive use of automated systems or robots is expressly prohibited<\/strong>, ensuring that personalised assistance is provided by a physical person within a reasonable timeframe.<\/p><p>Consumers are also granted the right to receive assistance <strong>in the co\u2011official languages<\/strong> of their Autonomous Community, when requested.<\/p><h5><strong><br \/>Operating hours, accessibility and priority assistance<\/strong><\/h5><p>Customer service hours must align with the company\u2019s business hours, regardless of whether the activity is conducted in person or electronically. For essential services of general interest provided on a continuous basis, customer service must be available <strong>24 hours a day, every day of the year<\/strong>, for the communication of incidents.<\/p><p><strong>Universal accessibility<\/strong> is a central pillar of the Law. A simple declaration of vulnerability by the consumer is sufficient to activate the applicable enhanced support measures, with no additional documentation required.<\/p><h5><strong><br \/>Telephone assistance and resolution deadlines<\/strong><\/h5><p>Companies must provide a telephone service <strong>at no higher cost than a standard call<\/strong>. If special\u2011rate numbers are used, a geographic or mobile alternative must be offered free of charge, along with clear information on applicable tariffs.<\/p><p>Regarding timelines, the <strong>general resolution period is fifteen working days<\/strong>, reduced to <strong>five days for billing incidents<\/strong>. For essential services of general interest, incidents affecting service continuity must be addressed <strong>within a maximum of two hours<\/strong>.<\/p><h5><strong><br \/>Evaluation, audit and penalty regime<\/strong><\/h5><p>The CSA Act requires the implementation of <strong>annual customer service quality assessment systems<\/strong>, which must be audited by accredited entities. Resulting information must be retained for five years and published on the company\u2019s website.<\/p><p>Noncompliance with the Law may result in <strong>consumer protection infringements<\/strong>, sanctionable under the General Law for the Defence of Consumers and Users, without prejudice to any related liabilities in the area of personal data protection.<\/p><h5><strong><br \/>Conclusion: The importance of early adaptation<\/strong><\/h5><p>The CSA Act represents a<strong> structural change in the management of customer service<\/strong>, with significant organisational, technological and legal implications. Given the adaptation period and the planned penalty regime, it is advisable for affected companies to analyse the adequacy of their systems and procedures in advance, in order to ensure regulatory compliance <strong>before December 2026<\/strong> and minimise legal and reputational risks.<\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a08b843 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"a08b843\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-fd2bedb elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"fd2bedb\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-205c31e\" data-id=\"205c31e\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d0d2bbb elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d0d2bbb\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-de73e53\" data-id=\"de73e53\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c71d00f elementor-author-box--align-left elementor-widget__width-initial elementor-widget elementor-widget-author-box\" data-id=\"c71d00f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"author-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-author-box\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.duransindreu.com\/en\/carme-seto\" class=\"elementor-author-box__avatar\">\n\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.duransindreu.com\/wp-content\/uploads\/2024\/12\/Carme-Seto-300x300-1.png\" alt=\"Picture of Carme Set\u00f3\" loading=\"lazy\">\n\t\t\t\t<\/a>\n\t\t\t\n\t\t\t<div class=\"elementor-author-box__text\">\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.duransindreu.com\/en\/carme-seto\">\n\t\t\t\t\t\t<h5 class=\"elementor-author-box__name\">\n\t\t\t\t\t\t\tCarme Set\u00f3\t\t\t\t\t\t<\/h5>\n\t\t\t\t\t<\/a>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-author-box__bio\">\n\t\t\t\t\t\t<p>Carme Set\u00f3 is a partner and director of the Digital Law, IT and Data Protection Department, specialising in data protection, intellectual and industrial property, with experience as a DPO and in advising national and international companies.<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<a class=\"elementor-author-box__button elementor-button elementor-size-xs\" href=\"https:\/\/www.duransindreu.com\/en\/carme-seto\">\n\t\t\t\t\t\tContact\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c15377c elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"c15377c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-af5cad1 elementor-author-box--align-left elementor-widget__width-initial elementor-widget elementor-widget-author-box\" data-id=\"af5cad1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"author-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-author-box\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.duransindreu.com\/en\/barbara-boguna\/\" class=\"elementor-author-box__avatar\">\n\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.duransindreu.com\/wp-content\/uploads\/2025\/11\/Barbara-Boguna-300x300-1.png\" alt=\"Picture of B\u00e0rbara Bogu\u00f1\u00e1\" loading=\"lazy\">\n\t\t\t\t<\/a>\n\t\t\t\n\t\t\t<div class=\"elementor-author-box__text\">\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.duransindreu.com\/en\/barbara-boguna\/\">\n\t\t\t\t\t\t<h5 class=\"elementor-author-box__name\">\n\t\t\t\t\t\t\tB\u00e0rbara Bogu\u00f1\u00e1\t\t\t\t\t\t<\/h5>\n\t\t\t\t\t<\/a>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-author-box__bio\">\n\t\t\t\t\t\t<p>B\u00e0rbara is a junior lawyer in the Digital Law, IT and Data Protection Department. She holds a degree in Law and a Master's Degree in Access to the Legal Profession from UPF-BSM.<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<a class=\"elementor-author-box__button elementor-button elementor-size-xs\" href=\"https:\/\/www.duransindreu.com\/en\/barbara-boguna\/\">\n\t\t\t\t\t\tContact\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-51a1806 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"51a1806\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d9c4649\" data-id=\"d9c4649\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Legal Note The new Customer Service Act (&#8220;CSA&#8221;): key points for business adaptation On December 28, 2025, Law 10\/2025 of December 26, regulating Customer Service (hereinafter, the \u201cCSA Act\u201d), entered into force following its publication in the Official State Gazette (BOE) the previous day. This regulation introduces a new comprehensive legal framework aimed at establishing [&hellip;]<\/p>\n","protected":false},"author":10,"featured_media":15923,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_eb_attr":"","footnotes":""},"categories":[73,1],"tags":[],"class_list":["post-15924","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","category-sin-categoria"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>The new Customer Service Act (&quot;CSA&quot;): key points for business adaptation - Dur\u00e1n-Sindreu<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.duransindreu.com\/en\/the-new-customer-service-act-sac-act-key-points-for-business-adaptation\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The new Customer Service Act (&quot;CSA&quot;): key points for business adaptation - Dur\u00e1n-Sindreu\" \/>\n<meta property=\"og:description\" content=\"Legal Note The new Customer Service Act (&#8220;CSA&#8221;): key points for business adaptation On December 28, 2025, Law 10\/2025 of December 26, regulating Customer Service (hereinafter, the \u201cCSA Act\u201d), entered into force following its publication in the Official State Gazette (BOE) the previous day. 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