{"id":14428,"date":"2026-01-20T13:33:19","date_gmt":"2026-01-20T12:33:19","guid":{"rendered":"https:\/\/www.rm-assessors.cat\/?p=14428"},"modified":"2026-01-20T13:33:19","modified_gmt":"2026-01-20T12:33:19","slug":"nova-llei-datencio-al-client-mes-drets-i-menys-esperes","status":"publish","type":"post","link":"https:\/\/www.rm-assessors.cat\/en\/nova-llei-datencio-al-client-mes-drets-i-menys-esperes\/","title":{"rendered":"Nova llei d’atenci\u00f3 al client: m\u00e9s drets i menys esperes"},"content":{"rendered":"

La <\/span>Llei 10\/2025, de 26 de desembre<\/a><\/em>, per la qual es regulen els serveis d’atenci\u00f3 als clients, introdueix un dels canvis m\u00e9s rellevants dels \u00faltims anys en mat\u00e8ria de protecci\u00f3 del consumidor i obligacions empresarials.\u00a0<\/span><\/p>\n

\n

La llei que comentem redefineix l’atenci\u00f3 al client com un <\/span>dret exigible<\/strong>, mesurable i sancionable, amb implicacions directes en contractes, processos interns, canals digitals i gesti\u00f3 del risc legal.<\/span><\/p>\n<\/div>\n

\n

1. De “servei auxiliar” a obligaci\u00f3 regulada<\/h3>\n

Fins ara, l’atenci\u00f3 a la clientela es movia en una zona grisa: principis generals, normativa sectorial dispersa i una elevada toler\u00e0ncia pr\u00e0ctica a models poc efica\u00e7os.<\/p>\n

La Llei 10\/2025 trenca aquest esquema i estableix:<\/p>\n

    \n
  • Par\u00e0metres m\u00ednims obligatoris de qualitat<\/li>\n
  • Drets concrets per als clients<\/li>\n
  • Obligacions objectives per a les empreses<\/li>\n
  • C\u00e0rrega de la prova a c\u00e0rrec de l’empresari<\/li>\n<\/ul>\n

    Atenci\u00f3.<\/strong>\u00a0Aix\u00f2 implica un canvi d’enfocament en l’atenci\u00f3 al client, que passa a ser\u00a0mat\u00e8ria de compliment normatiu<\/strong>, no sols de reputaci\u00f3 o experi\u00e8ncia d’usuari.<\/p>\n

    2. \u00c0mbit d’aplicaci\u00f3: m\u00e9s ampli del que sembla<\/h3>\n

    La llei afecta principalment:<\/p>\n

    Serveis b\u00e0sics d’inter\u00e8s general<\/h4>\n

    Energia, aigua, telecomunicacions, transport, serveis postals i sector financer (aquest \u00faltim amb especialitats sectorials).<\/p>\n

    Grans empreses de qualsevol sector<\/h4>\n

    Empreses o grups que compleixin\u00a0nom\u00e9s un<\/strong>\u00a0d’aquests criteris:<\/p>\n

      \n
    • \u2265 250 treballadors<\/li>\n
    • 50 M\u20ac de facturaci\u00f3<\/li>\n
    • 43 M\u20ac de balan\u00e7<\/li>\n<\/ul>\n

      I un mat\u00eds clau:\u00a0\u00e9s igual el canal<\/strong>\u00a0(en l\u00ednia, telef\u00f2nic, presencial),\u00a0l’externalitzaci\u00f3 del servei<\/strong>\u00a0o fins i tot que el prestador estigui fora d’Espanya si opera amb clientela en territori nacional.<\/p>\n

      3. Obligacions que canvien la pr\u00e0ctica di\u00e0ria<\/h3>\n

      Atenci\u00f3 personalitzada obligat\u00f2ria<\/h4>\n
        \n
      • Es prohibeix l’\u00fas exclusiu de contestadors autom\u00e0tics o IA.<\/li>\n
      • El client pot exigir\u00a0interlocuci\u00f3 amb una persona f\u00edsica en qualsevol moment<\/strong>.<\/li>\n
      • El 95% de les sol\u00b7licituds d’atenci\u00f3 personalitzada han d’atendre’s en\u00a0menys de 3 minuts<\/strong>.<\/li>\n<\/ul>\n

        Atenci\u00f3.<\/strong>\u00a0Per a moltes empreses, aix\u00f2 exigeix\u00a0revisar profundament call centers, fluxos digitals i dimensionament de personal<\/strong>.<\/p>\n

        Tra\u00e7abilitat total de consultes i reclamacions<\/h4>\n

        Cada consulta, queixa, reclamaci\u00f3 o incid\u00e8ncia ha de:<\/p>\n

          \n
        • Generar\u00a0clau identificativa<\/strong><\/li>\n
        • Deixar\u00a0const\u00e0ncia documental en suport durador<\/strong><\/li>\n
        • Permetre\u00a0seguiment de l’estat de l’expedient<\/strong><\/li>\n<\/ul>\n

          Aquest punt \u00e9s especialment rellevant des de l’\u00f2ptica probat\u00f2ria i sancionadora.<\/p>\n

          Prohibici\u00f3 de tallar serveis durant una reclamaci\u00f3<\/h4>\n

          En serveis de tracte successiu:<\/p>\n

            \n
          • No pot suspendre’s el servei si la reclamaci\u00f3 est\u00e0 relacionada amb el motiu del tall.<\/li>\n
          • La suspensi\u00f3 nom\u00e9s \u00e9s possible en sup\u00f2sits molt concrets (seguretat).<\/li>\n<\/ul>\n

            Atenci\u00f3.\u00a0<\/strong>Aix\u00f2 impacta directament en pol\u00edtiques de recobrament, suspensi\u00f3 autom\u00e0tica i gesti\u00f3 d’impagaments.<\/p>\n

            Resolucions motivades i vies alternatives<\/h4>\n

            Les respostes empresarials:<\/p>\n

              \n
            • Han de ser\u00a0individualitzades i motivades<\/strong><\/li>\n
            • No poden tancar-se per silenci o pel mer transcurs del termini<\/li>\n
            • Han d’informar de\u00a0mecanismes de resoluci\u00f3 extrajudicial<\/strong><\/li>\n
            • La reclamaci\u00f3 deixa de ser un tr\u00e0mit i passa a ser un\u00a0procediment amb garanties m\u00ednimes<\/strong>.<\/li>\n<\/ul>\n

              4. Atenci\u00f3 telef\u00f2nica: un dels nuclis durs de la llei<\/h3>\n

              La norma \u00e9s especialment exigent en aquest \u00e0mbit:<\/p>\n

                \n
              • El servei no pot tenir un cost superior a una trucada est\u00e0ndard.<\/li>\n
              • Els n\u00fameros de tarifaci\u00f3 especial han de tenir alternativa gratu\u00efta.<\/li>\n
              • Prohibida qualsevol derivaci\u00f3 encoberta a n\u00fameros de pagament.<\/li>\n
              • El servei d’atenci\u00f3\u00a0no pot generar ingressos<\/strong>\u00a0per a l’empresa.<\/li>\n
              • El 95% de les trucades s’han d’atendre en menys de 3 minuts.<\/li>\n<\/ul>\n

                Atenci\u00f3.<\/strong>\u00a0Aqu\u00ed hi ha\u00a0risc clar d’incompliment massiu<\/strong>\u00a0en sectors molt concrets.<\/p>\n

                5. Accessibilitat, idioma i col\u00b7lectius vulnerables<\/h3>\n

                La llei introdueix obligacions refor\u00e7ades en:<\/p>\n

                  \n
                • Atenci\u00f3 a persones grans i amb discapacitat<\/li>\n
                • Adaptaci\u00f3 a compet\u00e8ncies digitals reals<\/li>\n
                • Atenci\u00f3 en la mateixa llengua en la qual es formuli la reclamaci\u00f3<\/li>\n
                • Prioritat en atenci\u00f3 telef\u00f2nica per a col\u00b7lectius vulnerables<\/li>\n<\/ul>\n

                  Atenci\u00f3.<\/strong>\u00a0Connecta directament amb pol\u00edtiques d’igualtat, accessibilitat i ESG<\/strong>, cada vegada m\u00e9s rellevants en auditories i licitacions.<\/p>\n

                  6. Avaluaci\u00f3, auditoria i sancions<\/h3>\n

                  Les empreses hauran de:<\/p>\n

                    \n
                  • Implantar un\u00a0sistema intern d’avaluaci\u00f3 de la qualitat del servei<\/strong><\/li>\n
                  • Sotmetre’l a\u00a0auditoria anual independent<\/strong><\/li>\n
                  • Tenir la documentaci\u00f3 disponible per a Consum<\/li>\n<\/ul>\n

                    L’incompliment constitueix\u00a0infracci\u00f3 en mat\u00e8ria de consum<\/strong>, amb sancions conforme a la normativa estatal i auton\u00f2mica.<\/p>\n

                    7. Termini d’adaptaci\u00f3: el temps corre<\/h3>\n

                    La llei concedeix un\u00a0termini de 6 mesos des de la seva entrada en vigor<\/strong>\u00a0per a adaptar:<\/p>\n

                      \n
                    • Protocols<\/li>\n
                    • Canals d’atenci\u00f3<\/li>\n
                    • Contractes i condicions generals<\/li>\n
                    • Formaci\u00f3 del personal<\/li>\n
                    • Sistemes tecnol\u00f2gics<\/li>\n<\/ul>\n

                      Per a molts operadors, aquest termini ser\u00e0 ajustat.<\/p>\n

                      8. Que recomanem fer a les empreses afectades<\/h3>\n
                        \n
                      • Auditoria preventiva de serveis d’atenci\u00f3 al client<\/li>\n
                      • Revisi\u00f3 contractual i de condicions generals<\/li>\n
                      • Redisseny de processos interns i protocols de reclamaci\u00f3<\/li>\n
                      • Formaci\u00f3 a equips interns<\/li>\n<\/ul>\n

                        Atenci\u00f3.<\/strong>\u00a0No \u00e9s nom\u00e9s una norma de consum: \u00e9s\u00a0compliment operatiu pur<\/strong>.<\/p>\n

                        La Llei 10\/2025 marca un abans i un despr\u00e9s. Qui la vegi com una obligaci\u00f3 formal arribar\u00e0 tard. Qui l’entengui com una pe\u00e7a estrat\u00e8gica de compliment i gesti\u00f3 del risc, arribar\u00e0 amb avantatge. El missatge \u00e9s clar: l’atenci\u00f3 al client entra de ple en el radar regulador i conv\u00e9 anticipar-se.<\/p>\n<\/div>\n

                        \"\"<\/p>\n

                        Som advocats. Consulteu-nos sense comprom\u00eds trucant al 972 208 258, o per correu electr\u00f2nic adre\u00e7at a info@rm-assessors.cat.\u00a0<\/em><\/h5>\n","protected":false},"excerpt":{"rendered":"

                        La Llei 10\/2025, de 26 de desembre, per la qual es regulen els serveis d’atenci\u00f3 als clients, introdueix un dels canvis m\u00e9s rellevants dels \u00faltims anys en mat\u00e8ria de protecci\u00f3 del consumidor i obligacions empresarials.\u00a0 La llei que comentem redefineix l’atenci\u00f3 al client com un dret exigible, mesurable i sancionable, amb implicacions directes en contractes, […]<\/p>\n","protected":false},"author":3,"featured_media":4539,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center 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