● The new numbering range for commercial calls will have nine digits and will start with the prefix 400, which will allow users to clearly identify them and decide if they want to answer them.
● The second published resolution states that customer service calls can only be made from short numbers specifically allocated for this purpose, free ranges (800 and 900) or geographical numbers
● When the new numbering is fully operational, operators will block calls that they identify as commercial and customer service and that are not using the established numbering
● These measures comply with the provisions of the Customer Care Services Act (SAC), approved last December, and also complement the Anti-Phone and SMS Scams Plan that has allowed more than 169 million calls and 10 million SMS with fraudulent intentions to be blocked since its launch in March 2025.
● In this way, the Government takes another step in its commitment to protect citizens against telephone scams and unwanted commercial calls.
The Ministry for Digital Transformation and the Civil Service, through the Secretary of State for Telecommunications and Digital Infrastructures, submits for public hearing two resolutions attributing certain ranges of numbering, specific and differentiated, for customer service calls and for commercial calls.
The resolutions comply with the Customer Care Services Act (SAC), approved last December, and aim to strengthen the protection of users against fraudulent or unwanted commercial calls and SMS, reducing risks and inconvenience.
The new range for commercial calls will start with the prefix 400, which will allow users to clearly identify them and decide if they want to answer them. This numbering will be bidirectional, so that customers will be able to receive and make calls, and the cost cannot exceed that of a normal call.
The new SAC Law also establishes the obligation to renew every two years the consents granted by the user so that he can receive commercial calls. Likewise, it will consider null and void the contracts made in commercial calls made without prior consent.
Plan to combat telephone/SMS scams
For their part, customer service calls - those made by companies to contact customers or manage ongoing contracts - can only be made from the short numbers specifically attributed for it (for example, Telefónica’s 1004), free ranks (800 and 900) or geographical numbers.
The Ministerial Order against Phishing Scams by Phone Calls or SMS Mailing, which came into effect in March last year, already attributed the 800 and 900 ranks for these calls, and also banned the use of mobile numbering. Now, through this resolution, the numbering ranges that customer service calls can use are expressly specified.
Since the launch of the Telephone and SMS Anti-Fraud Plan in March 2025, telecommunications operators have blocked 169.5 million calls and 10.4 million SMS with fraudulent intentions.