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Spain proposes law banning automated customer service

Written by on June 6th


The Spanish government has proposed a new law banning automated customer service. 

In a bid to rid consumers of having to deal with those universally-hated automated voices on the phone, the law would make it obligatory for a real person to answer the phone. The law would apply to all utility providers regardless of their size, and all other companies with more than 250 workers or whose turnover exceeds €50 million a year.

Consumer Affairs Minister Alberto 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.”

Providers of basic services, such as utilities, phone and internet services, would have to offer customer service 24 hours a day, 365 days a year. All other firms would be obliged to provide customer service during normal working hours. 

So, what do you think? Is banning automated customer service a good idea?


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