Bill > A01024

This bill requires telecommunications and cable corporations operating in New York to provide comprehensive call center services from centers located within the state and their service areas. Specifically, the bill mandates that these corporations must offer assistance in various areas including: determining customer financial responsibility, handling service requests (such as emergency services, directory assistance, and call completion), processing installation and repair orders, explaining company policies and rates, investigating billing issues, managing payment arrangements, and providing internal customer assistance programs. The bill also restricts corporations from closing or relocating call centers outside the state without prior notice and hearing, and limits job transfers to no more than 0.7 percent of call center jobs. There are exceptions to these requirements, such as for debt collection services and in cases where call center employee attendance falls below 90 percent in a given month. The bill applies to both traditional landline telephone services and newer technologies like fiber optic, Voice over Internet Protocol (VOIP), data circuits, cable, and internet services, aiming to protect local jobs and ensure continued in-state customer support.

Government Affairs

https://www.nysenate.gov/legislation/bills/2025/A1024