Congress approved the Customer Service Act. This includes measures such as requiring businesses, not just automated competitors, that their customer service services respond within three minutes, preventing false reviews on the Internet, and banning false reviews on the Internet. influencer Promote Apuesta. The initiative, known as ley SAC and promoted by the Ministry of Consumer Affairs, regulates a variety of activities considered harmful to customers, such as telephone calls to customers. spam, Auto-renewal of subscriptions to services of streamingwithout forgetting long deadlines for resolving complaints. The regulation was approved with 179 votes in favor, 33 against, and 138 abstentions. Below are some of the changes that come with the regulations.
faster phone service
The main novelty of this text concerns the customer service services that consumers call to obtain information, make complaints, and request after-sales service. When the law goes into effect, companies will be required to limit call wait times to three minutes for at least 95% of calls, reduce inquiry resolution times to 15 days, and prohibit the exclusive use of automated competitive services. bot To respond to inquiries and inquiries. The code states that if a consumer requests to speak to a person, companies must ensure that. The wait time is so long that I can’t even hang up. loss call center Companies with more than 250 employees and invoices of more than 50 million euros will be obliged to respond to inquiries in the official languages (Catalan, Gallego and Eurasian).
Putting the brakes on “spam” calls
One of the highlights is the response to calls from. spam. Businesses are required to identify commercial calls by a prefix, and telephone operators tend to block calls that do not use this prefix and declare all contracts made on non-consensual calls to be void. Since 2023, such nuisance calls have been banned by law, but since users have agreed to accept them, companies continue to contact people with various excuses. cookie This is on a web page that is an old customer who has not requested that their data be removed from their records.
Last month, the Department for Digital Transformation launched an initiative to reduce these calls, which ensured that 48 million calls were avoided in the first four months, but leading consumer groups believe it is not working. Both OCU and Facua conducted research that demonstrated an ever-increasing number of calls. spam phone.
False reviews are prohibited
This initiative seeks to ban false reviews on the internet. These spaces, where consumers focus on bars, restaurants, and hotels, help them choose their destinations, but they can contain misleading information. Many companies, especially those in the restaurant industry, are concerned about receiving false comments that harm their interests. Ranking and consumer perceptions that use them to decide which establishments to go to. The legal changes proposed by Consumo would allow businesses to request that a review be revoked if they believe the person writing the review has not used the service or the comments are false. It also plans to ban the ability to buy comments and require reviews to be verified as written by actual consumers and to indicate that they were written within 30 days of a purchase or visit.
It will be possible to provide a test to show that the invoices shown in the review have been manipulated. Proving that the price you insinuated is not real. Displays a list of customers who may not have used your service if they posted a review. Comments on websites such as TripAdvisor, TheFork, Booking, and Amazon can be a deciding factor when choosing a product or service. Therefore, Consumo should strive to regulate tourism and accommodation facilities insofar as they damage them in order to guarantee their authenticity.
Clarification of management costs
The new law also requires companies to include administrative costs in the final price of inputs and services. It often appears at the last moment at a concert when you are about to make a purchase and pay. This document requires that you always display the full final price, including additional costs, including taxes, deglazing the case, importing any increments or discounts applied to the offer, and any potential administrative fees that may affect the consumer or user.
According to the law, administrative expenses must not exceed the additional costs a consumer would incur if they were to purchase tickets directly to the same event or show. We may also charge an additional fee to correct spelling or typos in usernames during recruitment. online. Similarly, it is prohibited to charge additional fees for printing entrances or receiving and storing them on your mobile phone.
Digital subscription renewal notice
Automatic renewal of subscriptions to the Service is prohibited. streamingAmazon, Spotify, Netflix, etc. Businesses must notify users 15 days before the expiration of a term so that they can choose not to renew their service, and tell them the consequences of not confirming the expiration of that term and canceling their renewal. Currently, this advance notice is often not sent and unnecessary services are updated systematically.
This measure is intended to prevent benefits and memberships from being applied to applications where consumers have forgotten their subscriptions. Therefore, in fixed-term but renewable contracts, customer service providers must provide sufficient advance notice so that the customer can terminate the contract as soon as possible.
“Influencers” cannot announce bets
The code also includes new restrictions on advertising in games, but the Supreme Court handed down the restrictions in April last year after they were not approved as law. Since then, people have become famous characters. influencer You can promote your message and give lucky bonuses to new customers. SAC law vuelve prohibits both aspects. Meanwhile, other restrictions enacted by the Decree, such as the right to refuse advertising from gambling establishments during retransmissions of sports, a ban on these brands sponsoring sports, and restrictions on advertising on TV, radio and YouTube between midnight and 5 a.m., will remain in place.
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