Can I talk to a human? Spain presents customer service bill

Madrid -

Bored with talking to a machine whenever you name the financial institution or energy firm?

Spain's authorities desires to finish these nerve-shattering, one-sided conversations with a computerized answering service by making it compulsory for firms to supply an actual, flesh-and-blood customer support employee when so requested by a caller.

That's one amongst a battery of measures included in a customer support invoice introduced by Spain's left-wing coalition authorities on Tuesday. The invoice will want the approval of Spain's Parliament earlier than it might probably change into regulation.

"Customer support is a essential a part of our relationships with customers which sadly and much too usually causes limitless complications for Spanish households as a result of far too many firms create bureaucratic labyrinths to cease you from exercising your proper to service," mentioned Consumption Minister Alberto Garzon.

"These are difficulties which sadly waste an infinite amongst of power, money and time."

The invoice would additionally search to eliminate lengthy wait occasions by forcing firms to reply calls inside three minutes.

Suppliers of primary providers, corresponding to utilities, cellphone and Web, should provide customer support 24 hours a day, one year a 12 months. All different firms should be present customer support throughout working hours. All buyer complaints should be responded to inside 15 days.

The regulation will apply to all utility suppliers no matter their dimension and all different firms with greater than 250 employees or whose enterprise exceeds 50 million euros (US$53 million) a 12 months.

Fines for breaking the regulation will vary from 150 euros to 100,000 euros (US$160-US$106,000).