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Bill

SB 1192

Customer Service Callback Queues

2026 Regular Session Introduced by Kristen Arrington and 1 co-sponsor

Florida law requiring businesses to offer phone callback options instead of indefinite hold times, improving consumer service access while imposing system upgrade costs on companies.

Now in Appropriations Committee on Transportation, Tourism, and Economic Development
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Bill Summary · SB 1192

Legislative bill overview

SB 1192 establishes consumer protections requiring businesses to offer callback options for customer service queues instead of forcing customers to remain on hold. The bill mandates that companies provide estimated wait times and allow customers to receive callbacks when their position in queue approaches service availability.

Why is this important

This addresses a widespread consumer frustration where people waste hours on hold with businesses, tying up phone lines and personal time. The policy aims to improve customer experience while potentially reducing phone system strain, particularly affecting vulnerable populations with limited flexibility (elderly, working poor, disabled individuals).

Potential points of contention

  • Business compliance costs: Companies must upgrade phone systems and software infrastructure to support callback queuing, creating implementation expenses that may be passed to consumers
  • Exemption questions: Unclear which business sizes or industries are covered—small businesses may face disproportionate burden compared to large corporations
  • Technical feasibility: Callback systems require reliable customer contact information and may fail for customers without stable phone access, potentially disadvantaging those without stable housing or modern devices

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

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