SAC Law (10/2025): The new mandatory standard for Costumer Services in Spain
The SAC Law (10/2025) has moved beyond being a simple legal provision to become the most significant operational challenge in recent years for companies providing services in Spain. With its entry into force on December 28, 2025, the regulation establishes a mandatory framework that prioritizes quality, speed, and the right to human interaction at every touchpoint. Organizations have an adaptation period until the end of 2026, which requires an immediate review of processes, technology, and the current operating model to ensure regulatory compliance.
What does this new regulatory framework really require?
The law not only affects companies based in Spain, but also any operation (including external hubs or teams in LATAM) that serves end customers within Spanish territory. Among the key points that define this new standard are:
- Guaranteed response times: Companies must handle 95% of calls in under 3 minutes.
- Right to human support: Customers must be able to request to speak with a person at any time. This means bots or AI systems must provide a clear exit with full context transfer to a human agent.
- Omnichannel and full traceability: The law requires centralized handling of inquiries. Customers should not have to repeat their information when switching channels, and each case must have a unique identifier to reconstruct the process quickly for any audit.
- Strict resolution deadlines: Maximum timeframes are set at 15 business days for general cases, 5 days for billing issues, and a critical limit of 2 hours for service continuity incidents in essential services.
- Accessibility and co-official languages: It is mandatory to provide support in co-official languages (Catalan, Basque, Galician, Valencian) in the regions where they are official, as well as to ensure priority pathways for vulnerable groups and elderly people..
Overcoming operational gaps with cutting-edge technology
In most current operations, there are “gaps” that prevent compliance with these requirements, such as disconnected systems (CRM, telephony, and chat that do not share data) or a lack of demand forecasting that leads to unmanageable wait-time peaks.
At Instel, as integrators of inConcert solutions, we help companies turn these obligations into a competitive advantage through a fully connected technological ecosystem:
- Forecasting and Workforce Planning (inTeam): Enables predictions based on historical data to ensure workforce sizing meets the legally required service level of under 3 minutes.
- AI Agents with seamless handover (inAgent): Automate simple queries while guaranteeing the right to personalized support through full context transfer to a human agent.
- Intelligent Routing (inConnect): Automatically prioritizes interactions based on urgency, vulnerability, or language, ensuring each customer reaches the most suitable agent on the first attempt.
- Unified History (inFunnel): Centralizes all case information in a single record accessible from any channel, enabling full traceability and compliance with legal resolution deadlines.
- Monitoring with Speech Analytics (inSpeech): Oversees 100% of interactions to detect deviations in service or processes and generates objective evidence for potential claims or inspections.
The path to compliance: 2026 is the key year
The adaptation period is already underway and positions 2026 as the decisive year to align your operations and technology with the new legal requirements. An operating model aligned with the SAC Law not only avoids penalties but also ensures consistent, transparent service free of information silos.
At Instel, we are ready to support you throughout this transition process. If you would like to carry out a self-assessment of your contact center or learn how the inConcert ecosystem can ensure the operational agility of your business under the new law, we invite you to contact our consultants to schedule a strategic session.