meta_id 3304076

On July 7, 2026, Sweden's Ministry of Finance (Finansdepartementet) published a legislative referral proposing amendments to the Act on Services in the Internal Market (2009:1079) to strengthen oversight of how service providers handle customer complaints. The proposal introduces a specific market law sanction for service providers that fail to meet their obligation to respond to complaints from service users as soon as possible and to make a prompt, good-faith effort to find a satisfactory resolution. Under the proposed amendments, service providers that breach these requirements could be compelled to comply. The proposal grants the Consumer Ombudsman (Konsumentombudsmannen) the same investigative and supervisory powers under the Marketing Act (2008:486) when overseeing complaint handling by service providers. This alignment of powers aims to enable effective supervision of service providers' complaint management practices across Sweden. The legislative changes are designed to address deficiencies in customer service by establishing clearer enforcement mechanisms and expanding the Consumer Ombudsman's authority to take action against non-compliant service providers. There are already legal requirements today that mean that companies in large parts of the service sector must respond to complaints as soon as possible and find a solution quickly. However, failure to comply with the rules does not lead to any legal consequences under the law, nor is there any authority responsible for checking that the rules are followed. The proposals in the legislative council's report mean that companies that do not provide customer service in accordance with the rules may be required to pay a fine. The proposal reflects Sweden's commitment to strengthening consumer protection in the services sector. The proposed amendments are scheduled to enter into force on March 1, 2027.