Law 10/2025 mandates stricter customer service standards for companies

Companies are entering the final months of the adaptation period for Law 10/2025, the Customer Service Law, which mandates higher standards for managing and resolving customer inquiries, incidents, and complaints. The regulation entered into force on December 28, 2025, providing a 12-month transitional period. Affected organizations must have their systems fully adapted before the end of December 2026.

The law requires more than just providing contact methods like telephone or email; it establishes minimum quality parameters and requires companies to prove how their services function and what results they achieve. Key requirements include universal accessibility, personalized attention, and traceability across all contact channels. Notably, the law sets specific objectives for response times, such as ensuring 95% of personalized attention requests are handled in under three minutes on average.

Impacted sectors include water, gas, electricity, passenger transport, postal services, electronic communications, and financial services. It also applies to companies or groups that sell goods or services to consumers and exceed certain size thresholds. Experts from TÜV SÜD recommend that organizations perform compliance diagnostics to identify deficiencies and establish roadmaps for improvement before the deadline.