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S 2265

An Act relative to ride share companies’ customer service

194th Legislature (2025-2026) Introduced by Peter Durant and 1 co-sponsor

Massachusetts bill requiring ride-share companies to establish customer service standards for handling complaints, refunds, and consumer disputes.

Accompanied a study order, see S2774
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Bill Summary · S 2265

Legislative bill overview

S 2265 establishes customer service requirements for ride-sharing companies operating in Massachusetts. The bill mandates specific standards for how platforms like Uber and Lyft must handle customer complaints, refunds, and support accessibility. The legislation aims to improve consumer protections in the growing ride-share industry.

Why is this important

Ride-sharing services have minimal federal regulation, leaving consumer protections largely to individual state and local governments. Many customers have reported difficulties obtaining refunds, reaching customer service, or resolving disputes with ride-share platforms. This bill would create enforceable standards that could serve as a model for other states and establish baseline consumer protections in an industry with significant economic activity.

Potential points of contention

  • Compliance costs: Ride-share companies may argue that enhanced customer service requirements will increase operational expenses, potentially leading to higher fares for consumers or reduced driver compensation
  • Service definition ambiguity: The bill's specifics on what constitutes adequate customer service aren't detailed in this summary, leaving questions about enforceability and whether standards are too vague or overly prescriptive
  • Platform business model tension: Ride-sharing platforms often rely on minimal customer service staffing as part of their cost structure; mandatory staffing or response-time requirements could fundamentally alter their operational model

Compiled from official sources — confirm details with the bill’s official record.

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