Reaching a human and getting a complaint reference from companies

Key rules

• Human agent: You can ask for a human agent, free of charge and not on a premium-rate line.
• Answer time: The company must answer your call within three minutes.
• Reference number: Every complaint must get an acknowledgement with a reference number.
• Reasoned reply: You are owed a reasoned reply within 15 working days, extendable only in defined cases.

What the law gives you

When you complain to a company covered by the law, you can insist on four things:

• A human agent, if you ask for one. It must be free, and the phone line cannot be a premium-rate number.
• A call answered within three minutes.
• An acknowledgement of your complaint with a reference number.
• A reasoned reply within 15 working days. The company can extend this only in defined cases.

You can also ask for written confirmation of your contact. This is your proof if the case goes further.

Which companies are covered

The law covers companies that provide basic services, such as water, energy, telecoms, transport, financial services and postal services. It also covers large companies: those with 250 or more employees, or turnover above 50 million euros in 2025.

A small shop or a small local firm that does not provide a basic service is probably not covered. You can still complain to them, but you cannot rely on these rights.

When it applies to you

The law was published in December 2025. The company's duties start after a transition of twelve months from its entry into force. Companies get some extra time for existing contracts or systems. If your contract is old, the company may still be inside that extra time. Ask the company which date applies to your contract. Your town hall's consumer office can also tell you.

How to use it

1. Phone the company and ask for a human agent. Do not accept a menu loop or a paid number.
2. Note the time you called and when someone answered. Over three minutes is worth recording.
3. State your complaint and ask for the acknowledgement and reference number. Write the number down.
4. Ask for written confirmation by email or message.
5. Count 15 working days from the complaint and note the date in your diary.

If the company does not reply in time, or the reply is poor, keep your reference number and confirmation. You will need them for the next step. The timeline and checklist below show the order, and the questions below cover small companies, phone charges and proof.

Timeline and deadlines

• The customer-service law was published: December 2025

• The company's duties start to apply, with some extra time for existing contracts or systems: after a transition of twelve months from the law coming into force

• Phone the company and ask for a human agent; the call must be answered: within 3 minutes

• Make your complaint and get an acknowledgement with a reference number: when you complain

Checklist

• Check that the company provides a basic service such as water, energy, telecoms, transport, financial or postal services, or has 250 or more employees or turnover above 50 million euros.

• Check that the twelve-month transition after the law came into force has passed for your contract.

• Ask to speak to a human agent, free of charge and not on a premium-rate number.

• Note whether your call was answered within 3 minutes.

• Diarise 15 working days from your complaint as the date for a reasoned reply.

Frequently asked questions

Does the customer-service law cover small companies?

Only some small companies are covered, because the law applies to providers of basic services whatever their size.

Can a company charge extra for the phone line to a human agent?

No, a covered company cannot charge you for speaking to a human agent, and the phone line cannot be a premium-rate number. You only need to ask for a person. The service is free of charge.

How can I prove that I contacted the company?

You can ask the company for written confirmation of your contact, and it should also give you a reference number for a complaint. Keep both. They show the date you complained and help if you take the complaint further.