{"id":42773,"date":"2026-01-27T17:51:00","date_gmt":"2026-01-27T16:51:00","guid":{"rendered":"https:\/\/mailcommsgroup.com\/?p=42773"},"modified":"2026-07-09T10:59:18","modified_gmt":"2026-07-09T08:59:18","slug":"de-la-atencion-a-la-acreditacion-la-ley-sac-ya-esta-ya-en-vigor","status":"publish","type":"post","link":"https:\/\/mailcommsgroup.com\/en\/blog\/de-la-atencion-a-la-acreditacion-la-ley-sac-ya-esta-ya-en-vigor\/","title":{"rendered":"From Care to Accreditation: The SAC Act (Act 10\/2025) Is Now in Effect, and the Transition Period Is Underway"},"content":{"rendered":"

[vc_row type=”grid” css=”.vc_custom_1547557263471{margin-bottom: 0px !important;padding-bottom: 0px !important;}”][vc_column dp_animation=”” el_class=”El nuevo reglamento europeo obliga a recabar el consentimiento expl\u00edcito para el tratamiento de los datos de car\u00e1cter personal” font_color=”#81d742″][vc_single_image image=”42784″ img_size=”full” css=””][\/vc_column][\/vc_row][vc_row type=”grid” css=”.vc_custom_1679050935288{margin-top: 0px !important;padding-top: 0px !important;}”][vc_column dp_animation=”” css=”.vc_custom_1547557427896{padding-top: 0px !important;}”][vc_empty_space height=”80px” css=”.vc_custom_1740562626171{margin-top: -70px !important;}”][vc_column_text css=”.vc_custom_1783586944208{padding-top: 50px !important;padding-right: 50px !important;padding-bottom: 50px !important;padding-left: 50px !important;background-color: #F2F2F2 !important;}” dp_animation=””]Table of Contents <\/strong><\/span><\/p>\n

    \n
  1. Companies must demonstrate that they have acted in accordance with the law.<\/a><\/li>\n
  2. Sectors affected<\/a><\/li>\n
  3. One of the most frequent errors<\/a><\/li>\n
  4. The role of MailComms Group<\/a><\/li>\n
  5. QPRES: keeping the proof<\/a><\/li>\n
  6. The real change is conceptual<\/a><\/li>\n
  7. Frequently Asked Questions<\/a><\/li>\n<\/ol>\n

    [\/vc_column_text][vc_empty_space height=”110px” css=”.vc_custom_1769508114918{margin-top: -100px !important;}”][vc_column_text css=”” dp_animation=””]On December 27, 2025,<\/strong> Law 10\/2025 on Customer Care Services (SAC Law)<\/strong> was published in the Official State Gazette (BOE). This law does not redefine how customer services should be organized. It redefines something else: who assumes the risk when there is a dispute.<\/strong> The answer is clear: the company<\/strong>. <\/p>\n\n\n\n\n\n\n\n\n\n
    Benefits of an Orchestrated Omnichannel Solution<\/th>\nDescription of the Impact on the Customer<\/th>\nKey Business Benefit<\/th>\n<\/tr>\n<\/thead>\n
    Unified and Consistent Customer Experience (CX)<\/td>\nCustomers receive the same tone, design, and quality of information regardless of whether they open an email, an SMS, a WhatsApp message, or a physical letter.<\/td>\nIncreased satisfaction (NPS) and customer loyalty.<\/td>\n<\/tr>\n
    Optimization of the channel mix (efficiency and cost)<\/td>\nIntelligent use of more cost-effective digital channels (email\/SMS) as a first step, resorting to physical mail only if there is no response or when required by law.<\/td>\nDrastic reduction in operational costs for postage and printing.<\/td>\n<\/tr>\n
    Higher delivery rate and effective response<\/td>\nIf a channel fails or is ignored, the system automatically activates an alternative or backup channel, ensuring that critical communications are delivered.<\/td>\nMaximizing impact and reducing processing times (e.g., collections).<\/td>\n<\/tr>\n
    Traceability and Integrated History<\/td>\nThe entire sequence of submissions and responses (both physical and digital) is recorded in a single timeline accessible to customer service teams.<\/td>\nSimplified regulatory compliance (accountability) and improved support.<\/td>\n<\/tr>\n
    Personalization Based on the User’s Actual Preferences<\/td>\nThe system learns and interacts through the customer\u2019s preferred channel (e.g., WhatsApp for quick alerts, paper for lengthy contracts).<\/td>\nImproved engagement and lower unsubscribe rates.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

    [\/vc_column_text][vc_empty_space height=”110px” css=”.vc_custom_1769508116854{margin-top: -100px !important;}” el_id=”uno”][vc_column_text css=”.vc_custom_1769506948713{padding-top: 15px !important;padding-right: 15px !important;padding-bottom: 15px !important;padding-left: 15px !important;background-color: #47d7ac !important;}” dp_animation=””]<\/p>\n

    Companies must demonstrate that they have acted in accordance with the law.<\/span><\/h2>\n

    [\/vc_column_text][vc_column_text css=”” dp_animation=””]The rule introduces a silent but profound change. Faced with a complaint, an inspection or a consumer proceeding, It is no longer enough to state that one acted in accordance with the law. It must be proven. <\/strong> With objective evidence. With full traceability. With lasting support. And, above all, with the capacity to resist third parties. If it cannot be proven, the substance of the matter loses relevance. <\/p>\n

    In addition, if the company does not comply with this evidentiary capacity before December 28, 2026, it may face heavy fines and a loss of credibility with its customers that is difficult to quantify.<\/p>\n

    The Law does not discriminate by channel.<\/strong> It makes no difference whether the interaction takes place by telephone, e-mail, web, instant messaging or in person. The legislator did not want to regulate means, but legal consequences.<\/strong> Each query, complaint, claim or incident becomes a potentially probative fact.<\/strong> And as such, it must leave a verifiable record of its content, date and time. It must generate a supporting document for the consumer. And it must be kept in its entirety until the complete resolution of the file. <\/p>\n

    The pain for companies is clear. The burden of proof is on the company.<\/strong> It is not a doctrinal interpretation or a self-serving reading. It is an express obligation. From now on, when something is wrong, it is not discussed who is right. It is examined who can prove it. <\/p>\n

    \"The[\/vc_column_text][vc_empty_space height=”110px” css=”.vc_custom_1769508119270{margin-top: -100px !important;}” el_id=”dos”][vc_column_text css=”.vc_custom_1769507083593{padding-top: 15px !important;padding-right: 15px !important;padding-bottom: 15px !important;padding-left: 15px !important;background-color: #47d7ac !important;}” dp_animation=””]<\/p>\n

    Sectors affected<\/span><\/h2>\n

    [\/vc_column_text][vc_column_text css=”” dp_animation=””]The impact is immediate in sectors with high regulatory and litigation exposure. Telecommunications, energy, water, transportation and postal services. <\/strong>already operate under constant supervision. But the scope is not limited to traditionally regulated sectors. The Act also applies to large B2C companies<\/strong> by volume, regardless of their activity. In banking and insurance,<\/strong> sector-specific regulations continue to take precedence, but the standard of proof is not relaxed. It is raised. The logic is the same: more requirements, more documentation, more pressure in the pre-litigation phase. <\/p>\n

    Outsourcing the customer service does not alter this scenario.<\/strong> Subcontracting does not shift liability. The risk remains with the main operator. The file remains yours. And so does the proof. <\/p>\n\n\n\n\n\n\n\n\n
    Communication Channel<\/th>\nKey Features<\/th>\nRecommended Use Case<\/th>\n<\/tr>\n<\/thead>\n
    Certified Email<\/td>\nLow cost, allows you to attach large files, provides full tracking of delivery and opening, and is legally valid.<\/td>\nContractual notifications, sending policies, and changes to terms and conditions.<\/td>\n<\/tr>\n
    Certified SMS<\/td>\nHighest open rate (98%), immediate delivery to mobile devices, ideal for short, urgent messages requiring legal proof.<\/td>\nNon-payment alerts, security OTP codes, urgent due date reminders.<\/td>\n<\/tr>\n
    WhatsApp Business<\/td>\nHigh interactivity, two-way communication, a user-friendly environment, supports multimedia content and quick-reply buttons.<\/td>\nCustomer service, claims management, appointment confirmations, and loyalty campaigns.<\/td>\n<\/tr>\n
    Burofax \/ Certified Mail<\/td>\nTraditional channel, absolute legal certainty, required by law for certain proceedings, physical delivery upon signature.<\/td>\nDebt collection through enforcement proceedings, formal notices of contract termination.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

    [\/vc_column_text][vc_empty_space height=”110px” css=”.vc_custom_1769508122486{margin-top: -100px !important;}” el_id=”tres”][vc_column_text css=”.vc_custom_1769507155121{padding-top: 15px !important;padding-right: 15px !important;padding-bottom: 15px !important;padding-left: 15px !important;background-color: #47d7ac !important;}” dp_animation=””]<\/p>\n

    One of the most frequent errors<\/span><\/h2>\n

    [\/vc_column_text][vc_column_text css=”” dp_animation=””]Many organizations believe they are compliant because “everything is recorded in the system”.<\/strong> A CRM. An internal ticket. An email history. A stored recording. That approach is no longer sufficient.<\/strong><\/p>\n

    A CRM is not proof. An ordinary email is not proof. A recording without certification is not proof either. They are internal records, with no technical guarantees of integrity or unalterability against third parties. They work as long as they are not challenged. The moment they are challenged, their value weakens. In consumer proceedings, they fall easily. In arbitration, too. In court, even more so. <\/p>\n

    The SAC Act does not require documentary efficiency. It requires defensible evidence. <\/strong> Solving this problem does not involve turning companies into digital testing specialists. It involves assuming that testing is part of the compliance infrastructure. And that infrastructure already exists in the ecosystem of trusted services. <\/p>\n\n\n\n\n\n\n\n
    Type of Certified Fax \/ Postcard<\/th>\nFeatures and Legal Evidence<\/th>\nRecommended Use Case<\/th>\n<\/tr>\n<\/thead>\n
    Premium Burofax (Paper)<\/td>\nUrgent physical delivery requiring the recipient’s signature. Includes a Certificate of Contents (proof of what was sent) and a Return Receipt (proof of delivery). Evidence is retained for 5 years. <\/td>\nDebt claims, termination of lease agreements, dismissals, or prior legal notices.<\/td>\n<\/tr>\n
    Electronic Certified Fax<\/td>\nImmediate notification via electronic means (email\/certified SMS) that requires the recipient\u2019s electronic signature to access the content. Generates a record of evidence with an iDAS timestamp. <\/td>\nAgile corporate communications that require maximum legal certainty but at a lower cost than physical solutions.<\/td>\n<\/tr>\n
    Premium Certified Mail<\/td>\nPhysical delivery requiring a signature, with detailed tracking of the shipment’s status. It serves as legal proof of delivery, but does not provide conclusive proof of the envelope’s contents. <\/td>\nSending credit cards, official welcome materials, or regulated informational notices.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

    [\/vc_column_text][vc_empty_space height=”110px” css=”.vc_custom_1769508125694{margin-top: -100px !important;}” el_id=”cuatro”][vc_column_text css=”.vc_custom_1769507210089{padding-top: 15px !important;padding-right: 15px !important;padding-bottom: 15px !important;padding-left: 15px !important;background-color: #47d7ac !important;}” dp_animation=””]<\/p>\n

    The role of MailComms Group<\/span><\/h2>\n

    [\/vc_column_text][vc_column_text css=”” dp_animation=””]This is where MailComms Group is positioned, as a trusted service provider qualified<\/strong> in certified electronic delivery and soon in signature and seal preservation (QPRES) in compliance with eIDAS. Not as a service channel provider, but as an expert in personalized omnichannel communication and provider of evidence with legal value.<\/strong> <\/p>\n

    Certified electronic notifications<\/strong> provide reliable proof that a communication was sent, made available, received, or attempted to be sent, with its content intact and time-stamped. Claims resolutions. Reasoned responses. Contractual notices. Communications relevant to the case file. Certified email<\/a>, certified SMS<\/a>, certified WhatsApp<\/a>, or online burofax<\/a> meet the requirement for proof in a durable medium and drastically reduce disputes over evidence. <\/p>\n

    The law is not limited to individual communications. Many disclosure obligations are fulfilled through websites, customer portals, or private areas.<\/strong> In such cases, the certification of web publications<\/strong><\/a> makes it possible to verify what information was available, when it was available, and under what conditions. It is not about archiving the website. It is about being able to prove its content when it is no longer readily accessible. <\/p>\n

    \"SAC[\/vc_column_text][vc_empty_space height=”110px” css=”.vc_custom_1769508129614{margin-top: -100px !important;}” el_id=”cinco”][vc_column_text css=”.vc_custom_1769507277456{padding-top: 15px !important;padding-right: 15px !important;padding-bottom: 15px !important;padding-left: 15px !important;background-color: #47d7ac !important;}” dp_animation=””]<\/p>\n

    QPRES: keeping the proof<\/span><\/h2>\n

    [\/vc_column_text][vc_column_text css=”” dp_animation=””]<\/p>\n

    QPRES (Qualified Preservation Service) is the qualified preservation service for electronic signatures and seals<\/a> regulated by the eIDAS Regulation, which ensures that evidence already generated retains its evidentiary value over time, even when the original certificates expire or cryptographic algorithms become less secure.<\/span><\/p>\n

    In this context, QPRES fulfills a precise and often misunderstood function. It is neither a general electronic archiving service nor a document preservation service with independent legal effects. Its value lies in the qualified preservation of evidence already generated.<\/strong> Time stamps and electronic signatures, proof of delivery and receipt. QPRES ensures that this evidence remains intact, accessible and verifiable throughout the life cycle of the file,<\/strong> even when the conflict is no longer operational, but legal. <\/p>\n

    Does not add new effects. It prevents existing ones from being degraded. The requirement of motivation and consistency in the resolutions adds an additional layer. It is not enough to respond. It must be possible to prove who decided, when they decided and with what content. The electronic signature and time stamping close that point. They do not improve the care process. They shield its outcome from third parties.[\/vc_column_text][vc_empty_space height=”110px” css=”.vc_custom_1769508134046{margin-top: -100px !important;}” el_id=”seis”][vc_column_text css=”.vc_custom_1769507336648{padding-top: 15px !important;padding-right: 15px !important;padding-bottom: 15px !important;padding-left: 15px !important;background-color: #47d7ac !important;}” dp_animation=””]<\/p>\n

    The real change is conceptual<\/span><\/h2>\n

    [\/vc_column_text][vc_column_text css=”” dp_animation=””]The change that many organizations have not yet embraced is conceptual. This is not about customer experience. It’s about legal cost. Every claim without solid evidence today is a weakness tomorrow.<\/strong> Every poorly documented file is unnecessary exposure. SAC<\/strong> 10\/2025 does not sanction poor care, it sanctions the failure to demonstrate compliant care.<\/strong> <\/p>\n

    The standard is already in force<\/strong> and the adaptation period is running (until December 28, 2026). The evidentiary standard has already changed, so companies that understand now that the problem is not to communicate, but to prove, will gain margin. The others will understand this when the discussion ceases to be operational and becomes legal. <\/p>\n

    MailComms Group<\/strong> is not a substitute for customer service. It allows you to prove that you delivered.<\/strong> And from now on, that difference matters.[\/vc_column_text][vc_empty_space height=”110px” css=”.vc_custom_1783587157287{margin-top: -100px !important;}” el_id=”siete”][vc_column_text css=”.vc_custom_1783586972816{padding-top: 15px !important;padding-right: 15px !important;padding-bottom: 15px !important;padding-left: 15px !important;background-color: #47d7ac !important;}” dp_animation=””]<\/p>\n

    Frequently Asked Questions<\/strong><\/span><\/h2>\n

    [\/vc_column_text][vc_empty_space height=”10px”][vc_toggle title=”What is the SAC Act, and what does it require companies to do?” style=”arrow” color=”black” custom_font_container=”tag:h3|font_size:20px|text_align:left” custom_google_fonts=”font_family:Dosis%3A200%2C300%2Cregular%2C500%2C600%2C700%2C800|font_style:700%20bold%20regular%3A700%3Anormal” css=”” use_custom_heading=”true” custom_el_class=”mg-b-0 fondo-gris-preguntas-frecuentes”]<\/p>\n

    Law 10\/2025 on Customer Service (SAC Law), published in the Official State Gazette (BOE) on December 27, 2025, introduces a fundamental change: in the event of a complaint, inspection, or consumer proceeding, companies can no longer simply claim that they acted in accordance with the law\u2014they must prove it. This requires having objective evidence, with full traceability and permanent storage, for every communication, resolution, and incident generated by the customer service department. The deadline for compliance is December 28, 2026. <\/p>\n

    [\/vc_toggle][vc_toggle title=”Which sectors are affected by the SAC Act?” style=”arrow” color=”black” custom_font_container=”tag:h3|font_size:20px|text_align:left” custom_google_fonts=”font_family:Dosis%3A200%2C300%2Cregular%2C500%2C600%2C700%2C800|font_style:700%20bold%20regular%3A700%3Anormal” css=”” use_custom_heading=”true” custom_el_class=”mg-b-0 fondo-gris-preguntas-frecuentes”]<\/p>\n

    The SAC Act applies directly to telecommunications, energy, water, transportation, and postal services. It also applies to large B2C companies based on volume, regardless of their sector. In banking and insurance, sector-specific regulations continue to take precedence, but the standard of proof is not relaxed\u2014it is raised. Companies that outsource their customer service are not exempt: the burden of proof remains with the primary operator. <\/p>\n

    [\/vc_toggle][vc_toggle title=”Is CRM a valid means of complying with the SAC Act?” style=”arrow” color=”black” custom_font_container=”tag:h3|font_size:20px|text_align:left” custom_google_fonts=”font_family:Dosis%3A200%2C300%2Cregular%2C500%2C600%2C700%2C800|font_style:700%20bold%20regular%3A700%3Anormal” css=”” use_custom_heading=”true” custom_el_class=”mg-b-0 fondo-gris-preguntas-frecuentes”]<\/p>\n

    Not on their own. A CRM, an internal ticket, a history of ordinary emails, or an uncertified recording are internal records with no technical guarantees of integrity or authenticity vis-\u00e0-vis third parties. They are effective as long as they are not challenged; the moment they are contested before consumer protection agencies or in court, their probative value is weakened or disappears. The SAC Law requires defensible evidence: communications certified by a qualified PSCC under eIDAS, with a timestamp and content traceability. <\/p>\n

    [\/vc_toggle][vc_toggle title=”What types of evidence are valid for compliance with the SAC Act?” style=”arrow” color=”black” custom_font_container=”tag:h3|font_size:20px|text_align:left” custom_google_fonts=”font_family:Dosis%3A200%2C300%2Cregular%2C500%2C600%2C700%2C800|font_style:700%20bold%20regular%3A700%3Anormal” css=”” use_custom_heading=”true” custom_el_class=”mg-b-0 fondo-gris-preguntas-frecuentes”]<\/p>\n

    Valid evidence consists of evidence generated by a Qualified Trust Service Provider (QTSP) under eIDAS: certified email, certified SMS, certified WhatsApp, online registered mail, and certified web publications. All of these methods verify the sending, the full content, the delivery, and the sender\u2019s identity with a qualified time stamp, which gives them probative value vis-\u00e0-vis third parties. Internal records (CRM, regular mail, uncertified recordings) do not meet this standard on their own. <\/p>\n

    [\/vc_toggle][vc_toggle title=”What are the penalties for violating the SAC Act?” style=”arrow” color=”black” custom_font_container=”tag:h3|font_size:20px|text_align:left” custom_google_fonts=”font_family:Dosis%3A200%2C300%2Cregular%2C500%2C600%2C700%2C800|font_style:700%20bold%20regular%3A700%3Anormal” css=”” use_custom_heading=”true” custom_el_class=”mg-b-0 fondo-gris-preguntas-frecuentes”]<\/p>\n

    Law 10\/2025 establishes a penalty system for which implementing regulations are still pending. The penalties can be substantial financially, but the most significant impact for B2C companies is the loss of credibility with customers and an increase in pre-litigation disputes: without solid evidence, every complaint becomes a legal liability. The deadline to comply before regulatory pressure increases is December 28, 2026. <\/p>\n

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