Many people probably recognise themselves in getting stuck in a long phone queue or conversation with a chatbot when they want to cancel a subscription or get help solving a problem.
There are already rules today that require customer services to respond within a reasonable time, but what is missing are sanctions.
"We will now tighten the requirements for companies' customer services," says Erik Slottner at a press conference.
Courts should be more able to impose fines on companies that do not meet the requirements for accessible customer service.
If customer services do not become more efficient and customer-focused, there is a great risk that customers will be kept in contracts that they actually want to terminate, he believes.
The proposals in the Legislative Council's report are based on a study conducted by the Swedish Consumer Agency and apply to, among other things, retail trade, hotel and restaurant operations, construction and craft services, and personal services such as hairdressers and beauty salons.
It is a clear signal to Swedish companies to make sure this works, says Elin Nilsson (L).
Serious companies have nothing to worry about, she adds.
The Consumer Ombudsman must monitor compliance with the rules and be able to intervene against companies that do not comply with the rules.
The legislative amendment is proposed to enter into force on March 1, 2027.
