ILIA ETL GLOBAL Shares Its Legal Perspective on the 400 Prefix & the New Framework for Commercial Calls

Mario García, Commercial and Business Development Director at ILIA ETL GLOBAL, took part as a speaker in the event “400 Prefix: the new era of commercial calls in Spain”, which brought together legal, technology and business professionals to discuss how companies will need to adapt to the new framework governing commercial telephone communications.

The event, held at Santalucia Seguros and organised with the participation of Santalucia Seguros, Enghouse Interactive, Media Adgo and ILIA ETL GLOBAL, addressed the regulatory, technological and commercial implications of this new environment.

During his presentation, Mario García analysed the impact these changes may have on companies, particularly in terms of regulatory compliance, traceability, caller identification and the adaptation of commercial processes.

One of the key messages shared during the event was that regulatory compliance should be seen as a starting point rather than the sole objective of business adaptation.

“Compliance is mandatory. Adaptation is about survival. The telephone is not disappearing; its role is changing.”

The new framework for commercial calls is closely linked to Law 10/2025 on Customer Service, commonly referred to in Spain as the Ley SAC, which introduces new requirements for companies in relation to customer service, channel differentiation, service quality and commercial communications.

In this context, the 400 prefix reinforces the need to clearly distinguish commercial calls from customer service communications and requires many organisations to review their operations, technology and outbound campaign management.

The impact therefore goes beyond a simple change in telephone numbering. It may affect internal processes, service providers, traceability, consent management, caller identification and, more broadly, the way companies structure their customer acquisition and communication models.

This event forms part of a broader series of conferences, professional meetings and specialist sessions in which ILIA ETL GLOBAL has participated to analyse Law 10/2025 and its implications for businesses.

The experience gained through these initiatives enables the ILIA team to approach the new regulatory framework not only from a legal perspective, but also from a practical one, taking into account its real impact on customer service processes, commercial activities, technology and internal organisation.

At ILIA ETL GLOBAL, we advise organisations on the analysis and adaptation of their customer service and commercial communication models to the new regulatory framework, including Law 10/2025 and the obligations associated with commercial calls.

Our support may include reviewing processes, communication channels, telephone numbering, suppliers, technological systems, personalised customer service, accessibility, traceability and compliance procedures, always taking into account the specific circumstances and needs of each organisation.

The aim is not simply to achieve formal regulatory compliance, but also to help companies build stronger, more efficient and more sustainable customer service and acquisition models that are aligned with customer expectations.

ILIA ETL GLOBAL’s participation in specialist events on the Customer Service Act and the new framework for commercial calls reflects our commitment to anticipating regulatory changes that may directly affect our clients’ businesses and translating them into practical solutions tailored to each organisation.

You can read the full report on the event at Contact Center Hub.