New schedule at 012: the Generalitat will also answer calls on Saturdays and Sundays

BarcelonaStarting this Saturday, the 012 phone line will operate on non-holiday weekends from 9:00 AM to 8:00 PM, and therefore, citizens will be able to call every day to resolve queries, obtain information about public services, and receive help with administrative procedures. From Monday to Friday, the Generalitat's citizen service—free since July 2024—will maintain its usual hours, from 8:00 AM to 10:00 PM. "Today we are resolving a historical anomaly," stated the Minister of the Presidency, Albert Dalmau, who argues that the administration will be "more accessible, closer, and adapted to the needs of the citizenry" with this uninterrupted phone service.

Through 012, one can resolve doubts regarding housing, education, mobility, or culture, as well as receive support for completing online procedures, paying taxes, or requesting appointments at in-person service offices. According to government sources, the expansion of the service comes at a time of growth in its activity. "We have more than two million people who perform their procedures through 012 in a year, whether it is to request rent assistance, to request dependency or disability aid, to handle the guaranteed income, or to access information from the Generalitat," details Dalmau.

Between the months of January and October, 012 received 2,251,955 calls, 323,747 more than during the same period of the previous year. The figure is approaching the total number of calls registered during all of 2025, which was 2,322,402. Among the most common queries, those related to society, citizenship, and families stand out, accumulating 400,657 instances of assistance. Mobility and transport issues (314,625) and economic issues (213,660) also have significant weight.

Regarding specific procedures, the guaranteed citizen income is the reason that generates the most queries, with 83,738 instances of assistance. It is followed by tax matters related to attachments or the origin of debt (56,795), and the recognition of the degree of disability (44,068).

“Village by village” offices

The service has a team of 350 agents who offer information and support to the public, as well as digital agents who offer in-person support to facilitate administrative tasks and help reduce the digital divide. “Between January and October of this year, the 012 service has obtained an average rating of 4.82 points out of 5 from users,” the Government assures.

The extension of the 012 hours is part of the Generalitat's plan to improve citizen services, which also includes the deployment of integrated “town-by-town” offices, mobile offices in more than 200 municipalities, and a virtual office for handling procedures via videoconference. “Within the framework of the administration reform, one of the main objectives is to bring the administration closer to the public to make life easier, so that processing, requesting aid, or soliciting information is within everyone's reach,” explained Dalmau.

The Government calculates that the expansion will involve an investment of about 790,000 euros and estimates that annually it will be about 12 million. Dalmau himself already announced the expansion of the service in August 2025, although at that time he anticipated that it would come into force in January 2026.