This page gathers the regulation applicable to the subject matter of this site. All references have been verified against the official databases of the Portuguese Official Journal, the Lisbon District Public Prosecutor’s Office and EUR-Lex. Content that could not be confirmed is marked in square brackets and italics.
National regimes across the Union
| Instrument | Subject matter | Status |
|---|---|---|
| Spain — Ley 10/2025 of 26 December | Customer service; three minutes, right to a human operator and an extraterritorial clause | Fully enforceable since 28.12.2026 |
| Portugal — Decree-Law 134/2009 of 2 June | Legal regime for customer telephone relationship centres; sixty seconds | In force since 29.11.2009 |
| France — Loi 2025-594 and its implementing decree | Prior express consent for telephone canvassing | Applicable since 11.08.2026 |
| Italy — article 24-bis of Decreto-Legge 83/2012 | Offshoring of call centres and the right to an EU-based operator | In force |
| Brazil — Decree 11,034 of 5 April 2022 | Consumer service; recording mandatory for 90 days | In force since 03.10.2022 |
Recent European layer
| Instrument | Subject matter | Status |
|---|---|---|
| Regulation (EU) 2024/1689 | Artificial intelligence; article 50 on transparency | Article 50 applicable since 02.08.2026; grace period to 02.12.2026 |
| Regulation (EU) 2026/1744 | Amends the timetable of the above regulation | In force since 27.07.2026 |
| Directive 2019/882, in Portugal Decree-Law 82/2022 of 6 December | Accessibility requirements for products and services, including support services | Applicable since 28.06.2025 |
| Regulation (EU) 2022/2065 | Digital Services Act | In force |
| Directive 2011/83/EU, article 21 | Call cost no higher than the basic rate — the only harmonised obligation across the Union | In force; judgment in Case C-568/15 |
Portuguese customer service regime
| Instrument | Subject matter | Status |
|---|---|---|
| Decree-Law 134/2009 of 2 June | Legal regime for customer telephone relationship centres | In force since 29.11.2009 |
| Decree-Law 72-A/2010 of 18 June | Article 92 repealed article 9 of the above, which required recording and interaction history | In force |
| Decree-Law 59/2021 of 14 July | Consumer contact telephone lines; cost no higher than the basic rate | In force since 01.11.2021; penalties since 01.06.2022 |
| Law 23/96 of 26 July | Essential public services; amended by Law 51/2019, which added passenger transport | In force |
Warning
This compilation is informative and does not replace consultation of the official text in force. Legislation may be amended after the date of last update shown in the footer.
You need to know what applies to your case
What applies to a given organisation depends on its sector, legal nature, size and operating model. The diagnostic establishes it concretely.