What Law 10/2025 is
It is Spain's customer service law. It sets how companies must serve consumers: how long they can take, how they must log every case, when they must offer a person and how they must measure the quality of that service.
Who must comply
Every provider of basic services of general interest (water, gas, electricity, transport, postal, telecommunications and financial services) regardless of size, and consumer-facing companies with 250 or more employees or more than 50 million euros in turnover. Foreign companies serving consumers in Spain should check whether it applies to them.
The hardest parts
- The quality evaluation system. It must be documented, published on the website, kept for five years and audited every year by an ENAC-accredited body, which checks that the measurement error of each parameter stays at or below 5%.
- The 3 minutes. It is a staffing problem: with too few agents in the peak hour, the daily average will not save you.
- A person on request. Bots and AI are still allowed, but the customer must be able to ask for a person.
How A2CX helps
QA on 100% of interactions with calibration, a case number on every contact, surveys after resolution, hourly agent planning and an agentic employee that resolves level 1 and hands over to a person when the customer asks. It runs on top of your current phone system and channels.