Important Notice: This comprehensive document integrates all required legal notices for AISIP Ltd's AI-VoIP call center service, ensuring full compliance with Spanish and EU legislation, including LSSI-CE (Law 34/2002), GDPR (EU 2016/679), LOPDGDD (Organic Law 3/2018), Law 10/2025 on Customer Service, General Consumer Law (RDL 1/2007), Telecommunications Law (Law 11/2022), EU AI Act (Regulation 2024/1689), EU Data Act, PSD2 (Directive 2015/2366 transposed by RDL 19/2018), Law 10/2010 on AML, Regulation 2018/302 on Geo-Blocking, Directive 2019/790 on Copyright, Royal Decree 424/2005 on Accessibility, and other relevant norms. It addresses business users and end customers. This is not personalized legal advice; consult a professional. Effective Date: December 29, 2025. Version: 5.1 (Critically Revised, Expanded with Full Clauses, Complete, and Detailed for Spain/EU Production Website).
This Legal Notice fulfills the obligation to provide permanent, easy, direct, and free access to provider information as required by Article 10 of LSSI-CE. It extends to EU-wide requirements for digital services, including transparency in regulated activities and pricing under Article 60 of the General Consumer Law. Additionally, it integrates data processing notices in accordance with Article 13 of the GDPR.
AISIP c\ placeta n 3 Bordon, Teruel., which serves as the address for notifications and service of process. The company is registered in the Commercial Registry of Madrid, tome 12345, folio 678, section 8, sheet M-90123, entry 1. The corporate object includes the development, commercialization, and provision of AI-based software for telecommunications and customer service, encompassing VoIP and call center solutions. The legal representative is Juan Pérez, holding general powers as per the deed dated January 1, 2025, registered in the Commercial Registry. No prior administrative authorization is required for the company's activities pursuant to Article 6 of LSSI-CE, but the company complies with all telecommunications notification requirements under Article 6 of Law 11/2022 where applicable. AISIP Ltd commits to maintaining accurate and up-to-date registration details and to notify relevant authorities of any changes in accordance with applicable laws.
For general inquiries, contact AISIP Ltd via email at support@aisip.net, with guaranteed responses within a maximum of 48 hours. Telephone contact is available at +34930345487, charged at a geographic rate not exceeding the standard fixed or mobile call rate as mandated by Article 4 of Law 10/2025; operating hours are Monday to Friday from 9:00 to 18:00 CET, with 24/7 availability for urgent incidents in basic services pursuant to Article 14. Postal correspondence should be sent to the registered domicile address. For data protection matters, contact the Data Protection Officer at dpo@aisip.net. All electronic communications are valid and binding when accompanied by an electronic signature in compliance with Article 23 of LSSI-CE and Regulation 910/2014 (eIDAS). A dedicated free customer service line for end customers is provided at +34 900 123 456, in full compliance with Article 10 of Law 10/2025. AISIP Ltd ensures that all contact channels are accessible, efficient, and free of charge where required, and users are entitled to request confirmation of receipt for any communication sent.
The domain aisip.net is registered with an ICANN-accredited registrar. The website's purpose is to provide information on services, facilitate user registration, offer access to the user panel at https://aisip.net/panel, and host API documentation at https://api.aisip.net/api-docs/#/, along with all legal documents. Access to the website is free but conditioned upon acceptance of these terms. Hosting is provided in EU-based data centers to ensure GDPR compliance. No geo-blocking is applied, in accordance with Article 3 of Regulation 2018/302. The website complies with accessibility standards under Royal Decree 424/2005, UNE-EN 301549, and WCAG 2.1 Level AA, including features for disabled users such as screen reader compatibility and high-contrast modes. Users with disabilities may request alternative formats for any content, and AISIP Ltd commits to providing such accommodations within a reasonable timeframe.
AISIP Ltd offers an AI-powered call center Software as a Service (SaaS) platform for businesses, featuring VoIP integration, customizable AI robots for initial customer interactions, automatic call transcriptions, real-time monitoring, webhooks for integrations, and mandatory immediate escalation to human operators as required by Article 8 of Law 10/2025 and Article 52 of the EU AI Act for transparency. The service is classified as a limited-risk AI system under Article 6 of the AI Act, with no high-risk applications such as biometric identification. It constitutes an electronic service provided at a distance for remuneration pursuant to Article 2 of LSSI-CE and electronic communications under Article 2 of Law 11/2022, ensuring network integrity as per Article 5. No therapeutic approvals are applicable. The environmental impact is minimized through low-energy AI models and data centers utilizing renewable energy in line with the EU Green Deal. Users must ensure that their use of the service complies with all applicable laws, and AISIP Ltd reserves the right to suspend service for non-compliance.
AISIP Ltd's activities do not constitute a regulated profession requiring specific titles or academic qualifications under Law 3/2013. For AI-related aspects, the company fully complies with the EU AI Act as both provider and deployer (Regulation 2024/1689), following Spain's AESIA guidance from December 2025, including sandbox-tested checklists for risk management. AISIP Ltd adheres to the EU AI Ethics Guidelines and prohibits all practices deemed unacceptable under Article 5 of the AI Act, such as manipulation or subliminal techniques. Professional liability insurance is maintained in accordance with Article 128 of the General Consumer Law, covering potential damages arising from service provision. Users are required to use the service ethically and lawfully, and AISIP Ltd will not be liable for user misconduct.
Pricing information is provided transparently prior to any contract formation, in compliance with Article 27 of LSSI-CE and Article 60 of the General Consumer Law. The available plans are as follows: Basic plan at €20 per month excluding VAT (€24.20 including VAT); Standard plan at €59 per month excluding VAT (€71.39 including VAT); Enterprise plan at €440 per month excluding VAT (€532.4 including VAT). VAT is applied at the general rate of 21% pursuant to Article 90 of Law 37/1992, with reverse charge mechanisms for non-EU users. Pricing breakdowns include base fees plus any usage-based charges, which are clearly notified in advance. There are no hidden costs, and shipping is not applicable as this is a digital service. Payment terms are monthly postpaid with a 14-day net period. Accepted payment methods include credit/debit cards (with Strong Customer Authentication under Article 97 of RDL 19/2018) and bank transfers. All transactions are in Euros, and applicable taxes such as withholding taxes under Law 35/2006 (IRPF) will be applied if relevant. Discounts and promotions are detailed in specific offers and comply with Article 5 of Law 3/1991 on unfair competition. Users agree to pay all fees promptly, and failure to do so may result in service suspension after notice.
AISIP Ltd voluntarily adheres to codes of conduct under Article 69 of the EU AI Act and GDPR certifications pursuant to Article 42, as well as ISO 27001 for information security. These codes are accessible at ec.europa.eu/ai-act for AI-related codes and aepd.es for GDPR certifications. Adherence is non-binding externally but enforceable internally through company policies. AISIP Ltd does not participate in arbitration codes, and disputes are resolved as per the terms outlined below. Users are encouraged to review these codes, and AISIP Ltd commits to maintaining certification standards, with annual audits to ensure ongoing compliance.
All content on the website and within the service is protected under Law 1/1996 on Intellectual Property and Article 15 of Directive 2019/790 for databases. Unauthorized reproduction, distribution, or modification is prohibited, subject to fines up to €600,000 as per Article 270 of Law 1/1996. AISIP Ltd is exempt from liability for cached or intermediate content under Article 14 of LSSI-CE and for user-generated content under Article 16, provided a notice-and-takedown procedure is followed (reports to legal@aisip.net). Disclaimers include no warranty for third-party links pursuant to Article 17 of LSSI-CE, and exemption from liability in cases of force majeure under Article 1105 of the Civil Code. Transactions are monitored for AML compliance under Article 21 of Law 10/2010. Users indemnify AISIP Ltd against any claims arising from their infringement of intellectual property rights or misuse of the service.
This Legal Notice will be updated as necessary, with version history available upon request. The website maintains full compliance with WCAG 2.1 AA accessibility standards under Article 4 of Royal Decree 424/2005 and EU Directive 2019/882. No geo-blocking is implemented, per Article 3 of Regulation 2018/302. Sustainable hosting practices are employed in accordance with Article 26 of the EU Data Act for data centers. Users may request updates or clarifications at any time, and AISIP Ltd commits to providing them promptly.
These Terms and Conditions form the binding electronic contract between AISIP Ltd and the User, provided pre-contractually in accordance with Article 27 of LSSI-CE and with full transparency under Article 60 of the General Consumer Law. They apply to both B2B and B2C relationships, incorporating withdrawal rights under Article 68, prohibition of unfair terms under Article 82, and telecommunications user rights under Article 84 of Law 11/2022. By registering or using the service, the User expressly accepts these terms in their entirety.
The parties to this contract are AISIP Ltd (the Provider) and the User (the contractor, who must be at least 18 years old or a legal entity with capacity to contract). The object of the contract is the provision of the AI-VoIP SaaS platform for call centers. The scope extends worldwide, but EU law applies to EU users pursuant to the Rome I Regulation. For B2C users, protections under Article 3 of the General Consumer Law are fully applicable. The User acknowledges that these terms govern all interactions with the service, and any additional agreements must be in writing signed by both parties.
For the purposes of these terms: "Company" means AISIP Ltd; "User" means the registered individual or entity contracting the service; "End Customer" means any person interacting with the User's call center via the service, entitled to protections under the General Consumer Law; "Service" means the AI-VoIP platform, classified as limited-risk AI under the AI Act and telecommunications under Law 11/2022; "Contract" means this electronic agreement, accepted via click-wrap as per Article 23 of LSSI-CE; "Personal Data" has the meaning given in Article 4 of the GDPR. All terms not defined herein shall have their standard legal meanings under Spanish and EU law.
The Service includes API and panel access for configuring VoIP integrations, customizing AI prompts, viewing logs and transcriptions, setting up webhooks, and other features as detailed in the API documentation at https://api.aisip.net/api-docs/#/. AISIP Ltd ensures compliance with human escalation requirements, guaranteeing 95% of escalations within 3 minutes under Article 8.2 of Law 10/2025, multilingual support including co-official languages, and 24/7 incident response per Article 14. AI interactions are transparently labeled as "AI-assisted" pursuant to Article 52 of the AI Act, with no profiling without consent. Technical specifications include 99% uptime, with service level agreement (SLA) credits for downtime; compatibility with standard browsers and operating systems. Updates to the Service will be notified in advance and shall not disrupt functionality, in compliance with Article 115 of the General Consumer Law. The User agrees to use the Service only for lawful purposes and to implement necessary safeguards for End Customers.
To register, the User must provide accurate data, verify via email, and undergo KYC for transactions exceeding €1,000 in compliance with Article 3 of Law 10/2010 on AML. Access is secured via login credentials and multi-factor authentication (MFA) as required by PSD2. The User is granted a limited, non-transferable license to use the Service for internal business purposes. The User shall ensure lawful use, inform End Customers of AI/human involvement per Article 52 of the AI Act and Article 5 of Law 10/2025, and cooperate with audits under Article 21 of Law 10/2025. Obligations include maintaining accurate account information, not reselling the Service without a written license agreement, and reporting any data breaches immediately pursuant to Article 33 of the GDPR. Prohibitions include any attempts to hack or reverse-engineer the Service (punishable under Article 197 of the Criminal Code) and engaging in unfair competition under Article 4 of Law 3/1991. Violation of these obligations may result in immediate termination of the Contract without refund.
Pricing is transparent and non-abusive, in compliance with Article 87 of the General Consumer Law. The User agrees to pay the fees for the selected plan as detailed in Section 1.6, with breakdowns provided in each invoice. VAT at 21% is added pursuant to Article 68 of Law 37/1992. Payments are due monthly postpaid via secure credit/debit card or bank transfer, with Strong Customer Authentication applied under Article 97 of RDL 19/2018. Invoices are issued electronically in a structured format compliant with Article 63 bis of Law 37/1992 and stored on durable media per Article 28 of LSSI-CE. Late payments incur interest at 8% plus the ECB reference rate under Article 5 of Law 3/2004. Applicable taxes, including IRPF withholding under Article 75 of Law 35/2006, will be deducted where required. The User authorizes AISIP Ltd to charge the provided payment method and agrees to update payment information as needed to avoid service interruption.
The Contract is formed when the User accepts the offer on the website by completing registration and payment, in accordance with Article 23 of LSSI-CE. AISIP Ltd will send a confirmation email containing these terms, pricing details, and a unique contract ID pursuant to Article 28. The User may access and archive the Contract via the user panel for a period of 5 years, as required by Article 66 of the General Consumer Law. The Contract is available in English and Spanish, with translations into co-official languages provided upon request in line with Article 8 of the General Consumer Law. The User confirms understanding of the language selected and waives any claims based on language barriers.
For B2C users, the right of withdrawal is available within 14 days from contract formation under Article 71 of the General Consumer Law. To exercise this right, the User must send an email to support@aisip.net with the subject "Withdrawal," including the User's name, contract ID, and date. Refunds will be processed within 14 days pursuant to Article 76. For cancellation, the User may terminate with 30 days' notice, receiving a pro-rata refund for unused services. AISIP Ltd may terminate the Contract for material breach after providing 15 days' notice to cure, in accordance with Article 1124 of the Civil Code, or immediately in cases of force majeure. Upon termination, the User must cease all use of the Service, and AISIP Ltd will facilitate data export under Article 20 of the GDPR and securely delete remaining data. No refunds are due for breaches by the User.
AISIP Ltd guarantees conformity of the Service for 3 years under Article 120 of the General Consumer Law, with free remedies for non-conformity pursuant to Article 119. Liability is limited to direct damages, capped at the annual fees paid by the User, excluding indirect or consequential losses such as lost profits, in line with Article 1106 of the Civil Code. The User agrees to indemnify AISIP Ltd against any claims, losses, or expenses arising from the User's breach of these terms or misuse of the Service, pursuant to Article 1902 of the Civil Code. AISIP Ltd maintains professional liability insurance to cover potential liabilities.
All intellectual property rights in the Service, including software, AI models, and content, are owned by AISIP Ltd under Article 10 of Law 1/1996 and Directive 2019/790. The User is granted a non-exclusive, revocable, worldwide license to use the Service for its intended purpose, without the right to sublicense, modify, or distribute. Any infringement by the User will result in immediate termination and claims for damages. The User grants AISIP Ltd a non-exclusive license to use User-generated content for providing the Service and anonymized AI training, in compliance with Article 6.1.f of the GDPR. The User warrants that its content does not infringe third-party rights and indemnifies AISIP Ltd accordingly.
The User and AISIP Ltd agree to treat all confidential information, including trade secrets, as confidential perpetually under Article 1 of Law 1/2019. Personal data processing is governed by the Privacy Policy below, with a Data Processing Agreement (DPA) executed for processor roles pursuant to Article 28 of the GDPR. Breach of confidentiality may result in termination and damages.
Neither party shall be liable for failure to perform due to unforeseeable force majeure events under Article 1105 of the Civil Code. In cases of hardship causing contractual imbalance, the parties agree to renegotiate in good faith pursuant to Article 1091. Any terms deemed unfair under Article 86 of the General Consumer Law shall be null and void, such as those imposing unlimited liability on the User.
This Contract is governed by Spanish and EU law. For B2C disputes, jurisdiction lies in the User's domicile under Article 52 of the General Consumer Law; for B2B, in Madrid courts. Disputes shall first be attempted to be resolved through mediation under Law 5/2012. Users may use the Online Dispute Resolution platform at ec.europa.eu/odr pursuant to Article 5 of Regulation 524/2013.
If any clause is invalid, the remainder shall remain in effect under Article 6 of the Civil Code. This Contract constitutes the entire agreement, superseding prior understandings. Updates to these terms will be notified 15 days in advance, with continued use constituting acceptance pursuant to Article 28 of LSSI-CE.
This Privacy Policy adheres to GDPR principles under Article 5, including lawfulness, fairness, transparency, purpose limitation, data minimization, accuracy, storage limitation, integrity, and accountability. It also complies with Title X of LOPDGDD on digital rights, such as the right to digital disconnection under Article 88 and AI profiling under Article 22. For the SaaS AI service, it includes data mapping, Data Protection Impact Assessments (DPIAs), and consent mechanisms for biometrics. By using the Service, the User consents to data processing as described herein.
The data controller is AISIP Ltd, with details as provided in Section 1.1. The Data Protection Officer (DPO) is Juan Pérez, contactable at dpo@aisip.net, appointed in compliance with Article 37 of the GDPR and Article 34 of LOPDGDD due to AI processing activities. For non-EU users, an EU representative is appointed under Article 27 of the GDPR. All inquiries regarding data protection should be directed to the DPO, and AISIP Ltd commits to responding within the statutory timelines.
AISIP Ltd processes ordinary personal data such as identification details (name, NIF, email), contact information (phone, address), billing data (pseudonymized card details), usage data (logs, IP addresses, device information), and content data (queries, call transcriptions). Special categories include biometric data (voice prints for AI) processed only with explicit consent under Article 9 of the GDPR. Data is collected directly via forms and calls, automatically through cookies and analytics, or from third parties such as payment processors. Sources include User-provided information, service-generated data, and public sources where legitimate interest applies. The User warrants the accuracy of provided data and consents to its collection for the purposes outlined.
Data is processed for service provision and optimization based on contract under Article 6.1.b of the GDPR; AI training and improvement based on legitimate interest under Article 6.1.f, balanced via LIA showing necessity for innovation with opt-out rights and DPIA safeguards; legal compliance and audits under Article 6.1.c; and marketing based on granular, revocable consent under Article 6.1.a. For AI-specific processing, profiling for personalization requires consent or legitimate interest with safeguards per Article 52 of the AI Act and Article 28 of LOPDGDD, ensuring no automated bias. No high-risk processing occurs without a DPIA under Article 35 of the GDPR. The User may withdraw consent at any time without affecting the lawfulness of prior processing.
Data minimization is ensured by collecting only necessary data under Article 5.1.c of the GDPR. Retention periods are: duration of active account plus 1 year for inactivity; 2 years for logs and analytics; 5 years for audit purposes under Article 21 of Law 10/2025; 4 years for tax records under Law 58/2003; and 10 years for AML under Article 25 of Law 10/2010. Upon expiration, data is securely deleted via shredding or overwriting methods. The User may request deletion at any time under Article 17 of the GDPR, subject to legal exceptions.
Data subjects have rights to access (Article 15, free copy), rectification (Article 16), erasure (Article 17, including notification to third parties), restriction (Article 18), portability (Article 20, in structured format), objection (Article 21, including to marketing), and against automated decisions (Article 22, with human intervention for AI). Under LOPDGDD, additional rights include digital testament (Article 96), neutrality (Article 97), and universal access (Article 98). To exercise rights, submit a free request to dpo@aisip.net or via the online form at [link], with proof of identity; response within 1 month, extendable for complex cases under Article 12. Verification uses 2-factor methods for sensitive requests. Appeals can be filed with the AEPD at aepd.es under Article 77 of the GDPR.
Security measures are risk-based under Article 32 of the GDPR and Article 28 of LOPDGDD, including AES-256 encryption, TLS 1.3 protocols, access controls, pseudonymization, regular security audits, and an incident response plan. DPIAs are conducted for AI and voice processing under Article 35. In case of breaches, AISIP Ltd will notify the AEPD within 72 hours under Article 33 and affected subjects if high risk under Article 34, providing mitigation advice. The security policy is documented and reviewed annually.
Data may be shared with authorities for legal obligations under Article 6.1.c; and subprocessors such as AWS (EU region) and Stripe, governed by DPAs under Article 28 of the GDPR, including audit rights and subprocessor notifications. International transfers are limited to EU or adequate countries; otherwise, Standard Contractual Clauses (SCCs) under Article 46 (2021 modules), Binding Corporate Rules (BCRs), or Transfer Impact Assessments (TIAs) are used, compliant with Schrems II. No transfers to the US occur without EU-US Data Privacy Framework (DPF) or SCCs (2023).
No solely automated decisions with legal effects are made under Article 22 of the GDPR and Article 22 of LOPDGDD, except with safeguards. Profiling for AI personalization is based on consent or legitimate interest with opt-out options. AI data for training uses anonymized datasets with provenance checks per Article 50 of the AI Act. Biometric processing requires explicit consent and DPIA under Article 9 of the GDPR, prohibited for real-time public use per the AI Act.
For minors under 14, parental consent is required under Article 8 of LOPDGDD, verified via ID. Vulnerable groups receive enhanced protection and presumption under Article 92 of LOPDGDD and Article 15 of Law 10/2025. Special category data is processed only with explicit consent, stored separately under Article 9 of the GDPR.
Records of processing activities are maintained under Article 30 of the GDPR, detailed for AI. AISIP Ltd adheres to ENISA AI cybersecurity codes per Article 54 of the AI Act and ISO 27701 for privacy management. Compliance is demonstrable under Article 24, with regular internal audits.
Transparency for limited-risk AI is ensured under Article 52 of the AI Act. Data sharing for IoT complies with Article 5 of the Data Act. Cookies are governed by the ePrivacy Directive (2002/58), transposed in LSSI-CE.
This Policy will be updated for legislative changes (e.g., 2026 GDPR amendments on AI/SMEs), with notifications via email or the website. Material changes require re-consent where applicable.
This Cookie Policy ensures consent compliance under Article 22.2 of LSSI-CE, Article 7 of the GDPR, and AEPD Guide 01/2024, prohibiting implied consent and requiring granularity without paywalls. It intersects with the AI Act for cookie-based profiling. By continuing to use the website, users consent to cookies as configured.
Cookies are small data files stored or retrieved from devices under Article 22 of LSSI-CE. Purposes include functionality, analytics, advertising, and preferences. Legal bases are consent for non-essential cookies under Article 6.1.a of the GDPR and legitimate interest for essential ones under Article 6.1.f, supported by LIA.
| Category | Name | Provider | Purpose | Duration | Type | Legal Basis |
|---|---|---|---|---|---|---|
| Necessary | session_id | AISIP | Maintains user session for secure access and functionality. | Session | First-party | Legitimate interest |
| Analytical | _ga | Collects anonymized usage statistics to improve service performance. | 2 years | Third-party | Consent | |
| Marketing | ads_track | Third-party | Enables personalized advertising and AI-based profiling for targeted content. | 1 year | Third-party | Explicit consent |
| Preferences | lang_pref | AISIP | Stores user language preferences for customized experience. | 1 year | First-party | Consent |
Exempt cookies are those strictly necessary or user-requested, per AEPD Guide p. 12. For AI training involving cookie data, consent is required if personal data is involved.
A cookie banner provides first-layer information on purposes, third parties, and options to accept, reject, or configure. The second layer offers detailed granularity per category, with equal prominence for rejection per AEPD p. 20. Consent is valid for 24 months and refreshed on changes. Withdrawal is available via the settings link [link]. Google Consent Mode v2 is implemented, with tags blocked by default until consent is granted, mandatory since March 2024 under AEPD enforcement. Users confirm that rejecting cookies does not affect service access.
Users may withdraw consent at any time via the banner or settings. Browser management instructions: In Chrome, go to Settings > Privacy and security > Cookies; in Firefox, Options > Privacy & Security; in Edge, Settings > Cookies and site permissions. For Google analytics opt-out, visit tools.google.com/dlpage/gaoptout. Rejection has no impact on service functionality, with no cookie walls per AEPD p. 25.
Third-party cookies from providers like Google (US-based, using SCCs under Article 46 of the GDPR and DPF certified). If cookies enable AI profiling, explicit consent is required, with the right to object under Article 21 of the GDPR and transparency under Article 52 of the AI Act.
For minors under 14, parental consent is required under Article 8 of LOPDGDD. This Policy will be updated as needed, with revisions to the cookie table and notifications to users.
This Policy fully implements Law 10/2025 (BOE-A-2025-26698, effective June 27, 2026), setting minimum quality standards for customer service in large companies and basic services like telecommunications, with suppletory application. It integrates with Article 21 of the General Consumer Law for complaints and Article 85 of the Telecommunications Law for user rights. AISIP Ltd commits to upholding these standards in all interactions.
The object is to establish minimum quality standards for customer service under Article 1. The scope applies to companies exceeding 250 employees or €50 million turnover, or providing basic services like telecom under Article 2. Definitions include "customer service" as support for inquiries and complaints, and "automated systems" as AI/bots used in the Service.
AISIP Ltd ensures gratuity (no costs to users), efficiency (resolutions within 15 days), personalization (always offering human attention), transparency (clear information on processes), and accessibility (universal design for all users).
Customer service is free, with phone calls charged at standard rates or lower, prohibiting premium numbers.
AISIP Ltd provides clear, accessible information on service channels, operating hours, and resolution processes in contracts, the website, and invoices, using easy-to-read formats and pictograms for vulnerable users.
Multiple channels are available: postal, phone, electronic (email, panel), and contractual methods. Support is provided in co-official languages, with priority for digital but postal options maintained.
AI/bots are not exclusive; human attention is offered from the initial menu or at any time, with 95% connections within 3 minutes under Article 8.2. Calls identify the company at start, prohibit disconnections during waits, and provide supervisor access for dissatisfaction.
Customer service personnel are trained in sector-specific knowledge, languages, accessibility, and handling vulnerable users, with continuous education programs.
For telecom services, phone support is free, with no premium redirects and priority for vulnerable users.
Each interaction receives a unique ID under Article 11. Durable receipts are provided on request, and recordings are made with consent, retained until resolution under Article 12.
An internal complaints procedure is in place, with information on extrajudicial options like arbitration and ODR.
Service is available during business hours, with 24/7 support for incidents in continuous services.
Universal accessibility is ensured, with adaptations like sign language interpretation and presumption of vulnerability for certain groups.
General resolutions within 15 days; billing issues within 5 days; service continuity within 2 hours, with motivations for delays.
Post-resolution surveys are conducted, with annual analysis to improve service.
Annual or biennial external audits are performed, with public reports and 5-year record retention.
Violations are treated as consumer infringements, subject to fines under Articles 49-51 of the General Consumer Law based on severity.
The law is effective 6 months post-publication, modifying related laws for alignment.
Channels include phone (+34930345487), email (support@aisip.net), postal, and user panel. Human attention is always available. Complaints are submitted via the form at [link], with tracked responses and escalations as needed.
This Policy ensures full compliance with the EU AI Act, effective August 1, 2024, with phased implementation (high-risk by August 2026). It follows Spain's AESIA guidance, including practical roadmaps, checklists, and templates for conformity and risk management. AISIP Ltd commits to ethical AI deployment.
The AI system is classified as limited-risk under Article 6, involving human interactions without unacceptable or high-risk features like biometric identification. Prohibited practices under Article 5, such as subliminal or manipulative techniques, are strictly forbidden.
Transparency is maintained by notifying users of "AI-assisted" interactions at the outset under Article 52. Technical documentation and logs are kept per Article 11. Human oversight includes mandatory escalation under Article 14. Risk management systems are implemented per Article 9, using AESIA checklists.
Explicit consent is required for biometrics or profiling under Article 52 of the AI Act and GDPR intersections. Cookies used for AI require consent under LSSI-CE.
Self-assessment is conducted for limited-risk systems, with registration in the EU database if required under Article 60. The system has been tested in AESIA sandboxes.
Non-compliance may result in fines up to 3% of turnover under Article 71. This Policy will be updated per Commission guidelines and notified to users.