Sweden to fine companies for poor customer service

The Swedish government, in collaboration with the Sweden Democrats, announced plans to impose fines on companies with inadequate customer service. Civil Minister Erik Slottner stated that the goal is to significantly improve the consumer experience when contacting businesses.

Many consumers have experienced frustration with long hold times or interactions with chatbots when trying to cancel subscriptions or resolve issues. While current regulations require customer service to respond within a reasonable time, there is a lack of enforcement mechanisms. Slottner emphasized that the government will now tighten these requirements, enabling courts to issue fines to companies that do not provide accessible customer service.

These proposals are based on an investigation by the Swedish Consumer Agency. Although the new rules will not apply to all companies, the government believes they will have a substantial impact. "This is a clear signal to Swedish companies to ensure this works," said Elin Nilsson, highlighting that "serious companies have nothing to worry about."

The proposed legislative changes are expected to take effect on March 1, 2027, and will primarily affect sectors such as retail and other businesses covered by the law on services in the internal market.