Live Customer Service Law

Spain just passed a law that will cause anyone who’s been in an endless loop of “if you’d like to speak to customer service, press three” to cheer. I’m Amy E. Feldman.

Spain just passed a law mandating that providers of basic services, like utilities, phone or internet, must offer customer services with a live operator 24 hours a day, 365 days a year. Yeah, we don’t have that here. In the US, most states have an emergency communication service, and they adopt minimum training, certification, and quality assurance for dispatchers. 

But according to the National Emergency Number Association, while the FCC has encouraged and coordinated development of a nationwide 911 system, there is no federal law that mandates the answering or response of emergency calls, so you can imagine there’s no US law that requires an internet company to provide someone to yell at when your HBO is down.

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