Bill > S206

This bill amends Chapter 24A of the General Laws to require companies with 50 or more employees to provide toll-free phone and TTY (TeleTYpe) numbers for customers to access customer service related to billing, payments, products, and services. The customer service phone numbers must be accessible on the company's public website and in electronic communications. Automated phone systems and web-based chat services must provide an option to speak with a human customer service representative within the first menu. The bill also mandates that companies employ at least one customer service representative for every 500 customers they have served. The Office of Consumer Affairs and Business Regulation can require companies to increase the number of customer service representatives if there is substantial evidence of customer dissatisfaction, and companies can petition the Office to reduce the number of representatives if customer satisfaction improves after one year of implementation.

Labor and Employment

https://malegislature.gov/Bills/192/S206