Telemarketing 2026: new numbering rules for call centers

Key data

Any company that makes commercial or advertising calls in Spain has a new operational obligation from April 2026: to exclusively use the numbering ranges allocated by the State Secretariat for Telecommunications and Digital Infrastructure for this type of communication. The Resolution of April 14, 2026 (BOE-A-2026-8409) establishes the specific conditions of use and the applicable sanctioning framework.

The objective is not bureaucratic: it is so that any citizen can identify before answering that the call they receive is of commercial origin. This changes the dialing operations of thousands of companies in Spain.

What does this regulation establish?

The resolution regulates two fundamental aspects:

• Allocation of public numbering resources: The State Secretariat for Telecommunications assigns specific and exclusive numbering ranges for commercial calls. These numbers are public resources managed by the State.
• Conditions of use: Specific conditions are set that must be met by those using this numbering, aimed at ensuring that the consumer can identify the commercial nature of the call before answering.

The regulation does not allow telemarketing companies to continue using ordinary numbering—the same used by any company for its internal communications or with clients—when the purpose of the call is commercial or advertising. The separation is mandatory and verifiable.

Additionally, the text establishes that non-compliance with these conditions may result in administrative sanctions, although the specific amount of such sanctions is not specified in the published summary.

Economic and operational impact

The impact of this regulation is not primarily economic in terms of fees or direct payments: it is fundamentally operational. Affected companies must assume the costs of adapting their telecommunications infrastructure.

The main areas of impact are:

• Adaptation of dialing systems: Call centers and telemarketing departments will need to reconfigure their platforms to make calls from the allocated numbering ranges, not from their usual numbering.
• Coordination with operators: Companies that outsource their commercial calls to telecommunications operators will need to verify that these comply with the new assigned numbering.
• Sanctioning risk: The use of unauthorized numbering for commercial calls exposes the company to administrative sanctions. This risk is immediate once the regulation comes into force.
• Impact on response rates: Visual identification of the number as commercial may reduce call answer rates, requiring a rethinking of contact strategies.

Who does it affect?

The resolution directly affects three types of entities:

• Telemarketing companies: Any company whose main activity is making commercial or advertising calls to consumers.
• Call centers: Contact and communication centers that conduct outbound call campaigns for commercial purposes, either on their own behalf or on behalf of third parties.
• Telecommunications operators: Those providing numbering or commercial call routing services will need to adapt their infrastructure to the allocated ranges.

It also indirectly affects any company—regardless of its sector—that outsources or internally manages commercial call campaigns: insurance, banking, energy, telecommunications, real estate or any sector that uses the telephone as a customer acquisition channel.

Practical example

An insurance company that internally manages its telephone acquisition department currently makes its commercial calls from its corporate switchboard, using the same numbering it uses for customer service or internal communications.

With the new regulation, those acquisition calls must be made from the numbering ranges specifically allocated for commercial calls. This means the company must:

• Request or verify with its operator that it has numbering within the ranges allocated by the resolution.
• Reconfigure its dialing system so that outbound commercial calls are made from that numbering and not from the corporate one.
• Train its team on what type of calls should be made from each numbering.

If it continues to use its usual numbering for commercial calls, it incurs non-compliance with the conditions of use and is exposed to administrative sanctions.

What should companies do now?

1. Identify if you make commercial calls: Review whether your company or any external provider makes acquisition, sales or advertising calls on your behalf. If so, this regulation directly affects you.
2. Contact your telecommunications operator: Ask if the numbering you use for outbound commercial calls is within the ranges allocated by the State Secretariat for Telecommunications. If not, start the adaptation process.
3. Review contracts with call center providers: If you outsource your commercial calls, include in the contract the provider's obligation to comply with regulated numbering. The sanctioning risk may also fall on the contracting party.
4. Adapt dialing systems: Configure your contact center platforms so that commercial calls are made exclusively from authorized ranges.
5. Monitor the entry into force date: The resolution does not specify a specific entry into force date. Consult the full text in the BOE and set an alert to not exceed the adaptation deadline.
6. Document compliance: Keep a record of the numbering used and the steps taken with your operator. In case of inspection, this documentation proves the company's diligence.

Official source

Notice: This article is for informational purposes only and does not constitute legal advice. For specific decisions, consult a qualified professional. Source: https://www.boe.es/diario_boe/txt.php?id=BOE-A-2026-8409