# Spain bans automated answering as the only channel of customer service, and gives customers the right to a live human and then to a human supervisor

Page: https://flyvolo.ai/en/changes/ev-20251228-customer-service-representative-6
Date: 2025-12-28 · Stage: Constraint
Can this record move a task judgement? yes
Occupation: https://flyvolo.ai/en/careers/customer-service-representative

## Scope

Spain. The customer-service law, in force from 28 December 2025 with a twelve-month adaptation period, prohibits automatic answering machines or similar means as the exclusive channel of customer service; says firms using answering machines or conversational bots must let customers request personalised attention at any point, defined as attention given directly by a natural-person operator answering in real time; and says a customer dissatisfied with the operator may ask to be transferred to a natural-person supervisor or quality department within the same call. It applies to utilities, transport, postal, telecoms, financial and large firms; it does not say who must decide refunds.

## Source

- Boletín Oficial del Estado — Ley 10/2025, de 26 de diciembre, por la que se regulan los servicios de atención a la clientela (BOE-A-2025-26698) — https://www.boe.es/eli/es/l/2025/12/26/10 (primary source)

## What this means

In Spain, a frustrated customer can always reach a person, and then a person with more authority.

## What it does not show yet

One country's law, still in its adaptation period, and silent on who decides refunds.

## How to verify it yourself

Open Ley 10/2025 in the Boletín Oficial del Estado and find "persona física supervisora".


More: https://flyvolo.ai/llms.txt