The Comisión Nacional de los Mercados y la Competencia (CNMC) has reviewed two proposals from the Ministry for Digital Transformation and Public Function that aim to improve how citizens receive commercial calls and contact customer service. These proposals are in line with the recent Customer Service Law, which mandates the use of distinct numbering for customer service and commercial calls.

One key aspect of the CNMC's proposal is that customer service should be provided exclusively through free numbers (800 and 900), geographic numbers, or short numbers from operators. This approach is intended to reduce confusion and help users easily identify when they are contacting customer service.

Additionally, the CNMC suggests enhancing consumer protection by promoting the use of free calls to geographic customer service numbers, ensuring clarity in regulations, and reinforcing the CNMC's supervisory role over these services.

The second proposal introduces a specific numbering range (prefix 400) for commercial calls, which companies must use, except for certain exceptions outlined in the law. This measure aims to help users easily recognize commercial calls, thereby increasing transparency and facilitating better control over number usage.

However, the CNMC also recommends improvements, such as making calls to the 400 prefix free of charge, clearly identifying the prefix in informational campaigns, and extending the adaptation period for companies from four to six months.

Overall, these initiatives are designed to ensure that citizens are aware of who is calling them and for what purpose, ultimately enhancing user experience and reducing misleading practices.