Spotify, Netflix, magazines, and gyms… Companies will be required to inform their consumers that their subscriptions are being renewed and that corresponding payments will continue. According to an amendment to the new Customer Law agreed upon by the PSOE and Sumar, companies must notify users fifteen days before the expiration date, giving them the opportunity to cancel the renewal if they wish.
This measure primarily aims to prevent the automatic renewal of subscriptions, where consumers may even forget they have subscribed, according to parliamentary sources. The regulation will be incorporated into the Customer Service Law, promoted by the Ministry of Consumer Affairs, which will be submitted to Congress for parliamentary consideration in February 2024. Sources from Pablo Bustinduy’s department assure that the law is already in its final stages and is expected to be passed in plenary in the near future.
According to the agreed amendment, companies are required to inform their customers that a contract is about to be renewed and the consequences of not canceling that renewal. This is intended to prevent unwanted subscriptions and help consumers avoid unexpected costs. “The aim is to ensure that consumers practice conscious consumption,” emphasize the aforementioned parliamentary sources, who also emphasize the need for customer service to inform consumers in a timely manner so they can make informed decisions.
The Ministry of Consumer Affairs has reinstated the Customer Service Act of the last legislative period, which was postponed due to the early elections in July 2023. The bill, which has been pending in the Chamber of Deputies for more than a year, aims to improve the user experience. This includes measures such as limiting telephone waiting times to three minutes, prohibiting companies from offering only automated support, and reducing the response time to complaints to 15 days.
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