The Law 10/2025, Customer Service Act (CSA), which entered into force on December 28, 2025, establishes significant obligations in relation to the characteristics, quality, evaluation, auditing, or sanctions for noncompliance with these services.
This law is applicable to companies providing essential general interest services and large companies exceeding certain thresholds. However, sector-specific regulations, when they exist, will apply preferentially to these entities.
The CSA also includes amendments to other regulations, such as the Law on Measures for Reforming the Financial System —see Legal Flash | Impact of the new Customer Service Act on the financial and insurance sectors—, Law 11/2022 of June 28, on General Telecommunications, and the General Consumer Protection Act and other complementary laws (GCPA), where, in addition to amendments related to customer service, other aspects are also modified.
The essential aspects are set out in the following sections of this document.
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