Requires certain businesses to provide a free, efficient, universally accessible, inclusive, nondiscriminatory and evaluable customer service telephone line; requires corporations to establish an annual customer service call-answer rate of at least ninety percent.
This bill would require certain large businesses that target New York residents to maintain a free customer service telephone line that is accessible, inclusive, and nondiscriminatory. Covered businesses are those with at least 100 employees and more than $50 million in annual revenue. The bill requires that customers be able to reach a human representative within five minutes, submit complaints or queries, receive written proof of their contact, obtain refunds or other compensation when appropriate, and get timely, truthful information about service incidents. It also bars the use of answering machines or similar systems as the only means of customer service, and requires businesses to place clear instructions for accessing the service line in contracts, invoices, and on their websites.
The bill would add a new section to the General Business Law and a new section to the Public Service Law. For covered businesses, it creates a new consumer-service compliance mandate enforced by the Attorney General, with civil penalties of up to $50,000 per day for knowing violations. For gas, electric, and combination gas and electric corporations, it directs the Public Service Department to require an annual call-answer rate of at least 90 percent, authorize negative revenue adjustments for noncompliance, and require public reporting to the department, Legislature, Governor, and on company websites. The measure would therefore impose new operational, disclosure, and penalty requirements on large private businesses and regulated utilities in New York.
No committee transcript or vote record is provided, so there is no documented floor or committee sentiment to assess. Based on the bill text alone, the measure appears consumer-protective and accountability-focused, aiming to improve access to live customer service and responsiveness from large businesses and utilities.
The main points of likely contention are the scope and cost of the mandates. Businesses may object to the requirement to provide rapid human access, maintain detailed records, publish instructions prominently, and face substantial daily penalties. Utilities may also resist the 90 percent call-answer benchmark and the possibility of negative revenue adjustments, arguing that service metrics, staffing needs, and rate impacts could be difficult to manage. Supporters would likely emphasize consumer access, transparency, and stronger remedies for poor service.