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HB 3653

Relating to energy performance contracts; and prescribing an effective date.

2025 Regular Session Introduced by Bobby Levy and 3 co-sponsors

Illinois businesses using automated support must give an early option to reach a human during normal hours.

Chapter 161, (2025 Laws): effective on the 91st day following adjournment sine die.
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Bill Summary · HB 3653

HB 3653 — Summary (2025)

Status: Enacted (Chapter 161, 2025 Laws). Effective on the 91st day following adjournment sine die.
Filed/Introduced: February–March 2025. Primary sponsor: Rep. Kevin John Olickal.

Purpose / Intent

HB 3653 amends the Illinois Consumer Fraud and Deceptive Business Practices Act (815 ILCS 505) to require that businesses using automated customer-support interfaces give customers an early, clear option to reach a human representative. The intent is to ensure consumers can quickly access live customer service when businesses use automated phone systems or text interfaces that simulate conversation.

Key provisions

  • Adds Section 2HHHH to 815 ILCS 505 (new).
  • Applicability: Any business that provides customer support using:
    • an automated telephone answering system, or
    • an automated text interface that simulates conversation.
  • Requirement: During the business’s normal hours of operation, the automated system must present the customer, at the beginning of the phone call or text interaction, with the option to communicate with a human representative.
  • Placement: The requirement is placed within the Consumer Fraud and Deceptive Business Practices Act, meaning violations fall under that statutory framework.

(Note: The bill text defines the trigger as “at the beginning of the phone call or text interaction” and limits the obligation to the business’s normal hours of operation. No additional exemptions, fine schedules, or procedural enforcement mechanisms are added in the bill text.)

Who is affected

  • Businesses operating in Illinois that provide customer support through automated phone or text conversational systems (including in-house call centers and third-party/outsourced service providers).
  • Consumers interacting with such systems will have an express option to request live human assistance early in the interaction.
  • Vendors of interactive voice response (IVR) systems, chatbot platforms, and related software may need to modify configurations and prompts to comply.

Practical impacts and compliance considerations

  • Businesses will need to revise phone/text prompts and workflows to include an explicit, early option to reach a live agent during normal operating hours.
  • Potential operational impacts include staffing or call-routing adjustments, updated vendor contracts, and software configuration changes.
  • Enforcement and remedies would follow the Consumer Fraud Act’s existing enforcement mechanisms (civil enforcement by the Attorney General and private actions under that Act), as HB3653 places the requirement within that law.

Legislative timeline (selected)

  • Filed: Feb–Mar 2025 (sponsor Rep. Kevin J. Olickal).
  • Hearings/work sessions: April 3, April 28, and other committee activity in April–May 2025.
  • Passed both chambers in May 2025; signed by legislative leaders and Governor in May 2025.
  • Enacted as Chapter 161, 2025 Laws; becomes effective 91 days after adjournment sine die.

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

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