Chatbot Guidelines Stakeholder Input Requested, Deadline May 17
Summary
The Netherlands Authority for Consumers and Markets (ACM) and the Dutch Data Protection Authority (AP) are jointly calling on stakeholders to submit input by May 17, 2026, on guidelines for responsible chatbot use in customer service and public communication. The authorities have received reports of recurring issues including transparency concerns, reliability, accessibility, and data handling. The five focus areas are: clear explanations to users, correct and reliable answers, the role of human contact, accessibility for everyone, and secure data handling. Draft guidelines will be published in summer 2026 for consultation, with final guidelines expected in fall 2026.
“That is why we are jointly working on guidelines regarding responsible use of chatbots in public and private services.”
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What changed
ACM and AP are jointly developing guidelines on responsible chatbot use in customer service and public communication. Stakeholders are invited to share perspectives on five key areas: transparency in explanations to users, accuracy and reliability of chatbot responses, the role of human contact, accessibility for all users, and secure data handling. Organizations using chatbots in customer service or public communication should review their current practices against these five criteria and consider submitting input to influence the guidelines before the May 17, 2026 deadline. The draft guidelines will be published in summer 2026 for further consultation, with final guidelines expected in fall 2026.
Organizations currently deploying or planning to deploy chatbots in customer-facing roles should monitor this process closely, as the resulting guidelines will provide a compliance framework covering disclosure obligations, answer accuracy standards, human-escalation requirements, accessibility compliance, and data protection expectations. Businesses may wish to conduct a gap analysis against the five focus areas now to identify areas needing improvement before the guidelines take effect.
What to do next
- Submit input to dca[at]autoriteitpersoonsgegevens[dot]nl with subject line 'input chatbot guidelines' by May 17, 2026
Archived snapshot
Apr 23, 2026GovPing captured this document from the original source. If the source has since changed or been removed, this is the text as it existed at that time.
Call from ACM and AP: please share your opinion on chatbots in customer service
Summary
- ACMand APare calling on stakeholders to submit input for guidelines regarding responsible use of chatbots in customer service.
- ACM and AP have received reports about obstacles and risks associated with the use of chatbots
- The draft guidelines will be published in the summer for consultation Does your organization use chatbots for your customer service or for interacting with citizens? Or do you as a researcher, policymaker, or expert work with this technology? Are you a consumer, and do you find it convenient being able to reach customer service at any time, even on the weekends? Or are you annoyed by chatbots that pretend to be humans, and give you limited answers to your personal questions?
If any of the above applies, the Netherlands Authority for Consumers and Markets (ACM) and the Dutch Data Protection Authority (AP) would like to invite you to share your opinion. Over the past few months, we have received reports indicating recurring issues and risks associated with the use of chatbots. That is why we are jointly working on guidelines regarding responsible use of chatbots in public and private services. These guidelines will help organizations use chatbots honestly, clearly, and properly. That is why we need your help.
We are interested in all perspectives on chatbots used in public and private services.
What is going well with chatbots?
Where are risks?
And what do organizations really need to have in order?
We are particularly interested in your opinion regarding:
- clear explanations to users (transparency)
- correct and reliable answers
- the role of human contact
- accessibility for everyone
- secure data handling Also, we would like to hear your perspective on new developments, such as smart and autonomous AI systems, as well as any other perspectives you would like to share.
Do you wish to share your opinion?
Your perspective and experiences will help in the creation of guidelines with practical and useful guidance for businesses and government organizations. That is how, together, we make sure customer service and public communication get better.
How and until when can you submit your opinion?
Please send your input to dca [at] autoriteitpersoonsgegevens [punt] nl (dca[at]autoriteitpersoonsgegevens[dot]nl). Please use the following as thesubject line: ‘input chatbot guidelines.’ You have until May 17, 2026, to submit your opinion.
The information collected by ACM and AP will be used in the creation of the Guidelines on responsible use of chatbots in customer service and public communication. The draft guidelines will be published in the summer for consultation and feedback. ACM and AP expect to be able to finalize the guidelines in the fall of 2026.
See also
- 14-04-2026 Press release of Dutch Data Protection Authority (AP) (in Dutch)
- 02-10-2025 Opinion of ACM and AP regarding the use of AI chatbots in customer service in Dutch)
Publication date
14-04-2026
Publication type
News
Press office
Subjects
Consumer protection, Digital economy
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