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AB 578

Food delivery platforms: customer service.

2025-2026 Regular Session Introduced by Rebecca Bauer-Kahan

California AB 578 requires food delivery platforms to maintain accessible customer service and establish complaint resolution procedures with defined response standards.

Chaptered by Secretary of State - Chapter 341, Statutes of 2025.
#fooddeliveryplatforms #customerservice
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Bill Summary · AB 578

Legislative bill overview

AB 578 requires food delivery platforms operating in California to maintain accessible customer service channels and establish clear processes for resolving customer complaints and disputes. The bill sets standards for response times and complaint handling procedures that delivery platforms must follow when customers report issues with orders or service.

Why is this important

Food delivery has become a major service in California, but complaints about unresponsive customer support have grown significantly. This bill creates enforceable accountability mechanisms, ensuring consumers have practical recourse when problems occur rather than being left with unresolved disputes and no clear path to remediation.

Potential points of contention

  • Operational costs: Delivery platforms argue that expanded customer service requirements increase overhead expenses, which may be passed to consumers through higher fees or reduced driver earnings
  • Definition ambiguity: The bill's specific standards for "accessible" service and reasonable "response times" may be interpreted differently, creating compliance uncertainty and potential legal disputes
  • Market competitiveness: Small or regional delivery platforms may struggle to implement robust customer service infrastructure that larger competitors can easily absorb, potentially consolidating the market

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

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