Bill > SB192

This bill amends Delaware's public utilities code to establish new requirements for call center relocations or outsourcing. Specifically, the bill defines a "call center" as a facility that receives customer communications like phone calls, emails, or electronic messages for customer assistance, and introduces new notification obligations for public utilities. When a public utility intends to move a call center outside its service territory or contract call center work externally, it must provide at least 120 days' advance notice to three parties: the Public Service Commission, all current and prospective call center employees, and the leadership of any labor unions representing those employees. The notification must be submitted in a manner and form determined by the Commission. The bill includes an important exception to these notification requirements: if a public utility needs to contract call center work outside its territory due to a disaster (as defined in Title 20 of Delaware code), it is exempt from the notification process. These provisions aim to increase transparency and provide advance warning to employees and regulatory bodies when significant changes to call center operations are being considered.

Government Affairs

https://legis.delaware.gov/BillDetail?LegislationId=142619