PRINTER'S NO. 3709
THE GENERAL ASSEMBLY OF PENNSYLVANIA
HOUSE BILL
No. 2616
Session of
2024
INTRODUCED BY WAXMAN, HILL-EVANS, PROKOPIAK, PROBST, MAYES,
SANCHEZ, GREEN AND DALEY, OCTOBER 4, 2024
REFERRED TO COMMITTEE ON CONSUMER PROTECTION, TECHNOLOGY AND
UTILITIES, OCTOBER 4, 2024
AN ACT
1 Providing for a business to provide a live customer service
2 agent via telephone to a customer upon request.
3 The General Assembly of the Commonwealth of Pennsylvania
4 hereby enacts as follows:
5 Section 1. Short title.
6 This act shall be known and may be cited as the Live Customer
7 Service Improvement Act.
8 Section 2. Definitions.
9 The following words and phrases when used in this act shall
10 have the meanings given to them in this section unless the
11 context clearly indicates otherwise:
12 "Business." A for-profit organization that has employees or
13 departments that regularly interface with customers via
14 telephone, electronic mail, a publicly accessible Internet
15 website or other methods of communication.
16 "Employee." An individual who has performed services for a
17 business in exchange for payment.
 1 "Live customer service agent." An employee of a business or
2 department who is responsible for providing customer support via
3 telephone.
4 Section 3. Requirement.
5 A business operating in this Commonwealth shall implement a
6 process via telephone that would grant a consumer the ability to
7 speak with a live customer service agent, upon request, at the
8 time a consumer is placing a call to the customer service
9 business telephone number in order to speak with an employee
10 about the business or sale of goods or services.
11 Section 4. Applicability.
12 This act shall not apply to a business that employs 100 or
13 fewer employees and has had annual revenues of less than
14 $10,000,000 in each of the last three tax years.
15 Section 5. Violations.
16 A violation under this act shall be deemed an unfair method
17 of competition and an unfair or deceptive act or practice under
18 the act of December 17, 1968 (P.L.1224, No.387), known as the
19 Unfair Trade Practices and Consumer Protection Law.
20 Section 6. Effective date.
21 This act shall take effect in 180 days.
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