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Bill

HB 1031

Customer Service Callback Queues

2026 Regular Session Introduced by Robin Bartleman and 14 co-sponsors

Florida bill requiring businesses to offer callback queue options in customer service systems to reduce on-hold wait times and improve consumer experience.

Chapter No. 2026-113
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Bill Summary · HB 1031

Legislative bill overview

HB 1031 establishes requirements for customer service callback queue systems, likely mandating that businesses offer customers the option to receive callbacks instead of waiting on hold. The bill appears to standardize how companies manage high-volume customer service requests in Florida.

Why is this important

Long wait times in customer service phone systems frustrate consumers and waste their time. Callback queue requirements could improve customer experience and reduce the burden on people who cannot afford to stay on hold. This addresses a widespread consumer complaint in an era of high call volumes across industries.

Potential points of contention

  • Business compliance costs: Companies may argue that implementing callback systems requires significant technology investment and infrastructure changes, particularly for smaller businesses
  • Scope and exemptions: Unclear which industries or business sizes would be covered—some may seek exemptions based on operational capacity or nature of service
  • Technical feasibility: Certain emergency services, specialized support lines, or businesses with unpredictable customer bases may struggle to implement reliable callback systems

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

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