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SD 427

An Act relative to ride share companies’ customer service

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

Massachusetts bill requires ride-share platforms operating in the state to maintain a 24/7 customer service line to assist riders anytime.

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Bill Summary · SD 427

Summary: An Act relative to ride share companies’ customer service (Senate Docket No. 427)

Overview

  • Bill number: SD 427 (Senate Docket No. 427)
  • Title: An Act relative to ride share companies’ customer service
  • Primary sponsors: Senator Peter J. Durant and Senator Bruce E. Tarr
  • Committee reference: Telecommunications, Utilities and Energy
  • Status: Proposed bill (introduced in the 2025-2026 General Court)
  • Original filing date: January 13, 2025
  • Context note: The bill seeks to require ride-share platforms to maintain a 24/7 customer service line.

Purpose and intent

  • The central aim is to improve accountability and consumer protections for ride-share users by ensuring round-the-clock access to customer support for ride-share companies operating in Massachusetts.

Key provisions

  • Amendment to: Chapter 159A of the General Laws (as appearing in the 2022 Official Edition).
  • New requirement: Adds a new Section 33 establishing that ride-share companies (including, but not limited to, Uber and Lyft) must maintain a customer service line that is open 24 hours a day, 7 days a week.
  • Scope: The provision applies to ride-share platforms operating in the Commonwealth and would require continuous customer service availability.

Affected parties

  • Ride-share companies operating in Massachusetts (e.g., Uber, Lyft, and similar platforms).
  • Consumers/riders using ride-share services in Massachusetts who may need service assistance, dispute resolution, or reporting of issues at any time.

Compliance, enforcement, and timelines

  • The text provided does not specify:
    • Penalties or enforcement mechanisms for non-compliance
    • Minimum staffing levels, response-time targets, or service channels beyond a “customer service line”
    • Funding, budgeting, or regulatory oversight details
    • Effective date or phase-in schedule
  • As introduced, the bill would simply add the 24/7 customer service line requirement to the specified chapter. Any enforcement or implementation details would likely be addressed in subsequent committee discussions or amendments.

Procedural notes

  • Bill status indicates it is a proposed measure in the 194th General Court (2025-2026).
  • House and Senate adoption status and any amendments would be determined through the legislative process after the committee stage.

Potential impact (high-level)

  • Positive: Improved accessibility to assistance for riders at any time, potential quicker resolution of disputes, and enhanced safety and trust in ride-share services.
  • Challenges/considerations: Possible operational and cost implications for platforms to staff 24/7 lines; need for clear definitions of required channels, handling standards, and consumer data protections; potential need for regulatory guidance if the Legislature intends specifics on response times or service levels.

If you’d like, I can add a comparison with existing MA ride-for-hire regulations or draft a brief question list for committee testimony to probe practical implementation details.

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

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