Bill
SB 1088
Florida agencies and the Public Service Commission must offer callback options for centralized and designated customer-service lines, not all phone lines.
Status: Rule 3-9(a) / Re‑referred to Assignments
Introduced: February 4, 2025
Primary Sponsor(s): Governmental Oversight and Accountability Committee; Sen. Polsky
Target statute amended: Section 23.30, Florida Statutes (Florida Customer Service Standards Act)
Effective date (if enacted): July 1, 2025
Summary — main purpose
- SB 1088 requires executive branch agencies and the Public Service Commission to offer telephone callback functionality for customers contacting designated departmental customer‑service lines or a centralized call center. Callers must be able to opt into a callback queue to receive a call at a later designated time while retaining their place in line, rather than waiting on hold or letting the phone continuously ring.
Key provisions
- Adds a requirement to the Florida Customer Service Standards Act (s. 23.30, F.S.) that agencies use telephonic systems with a callback-queue option for customers who call:
- A centralized complaint‑intake or customer service call center; and
- Any department employee designated to receive customer calls.
- Clarifies the intent that the requirement applies to centralized/customer service lines and designated customer‑service employees, not to every agency phone line.
- No changes to existing penalties or enforcement mechanisms in the Act — historically the Act requires compliance subject to available resources and imposes no penalty for noncompliance.
- Effective date: July 1, 2025.
Who would be affected
- Directly affected: executive branch agencies of the State of Florida and the Public Service Commission — specifically their centralized call centers and employees designated to handle customer calls.
- Indirectly affected: residents and businesses who contact state agencies by phone (customers would gain the option to schedule callbacks rather than wait on hold).
- Fiscal impact: state agencies that do not already use phone systems with callback capabilities may incur indeterminate but potentially significant costs to acquire, implement, and integrate new telephony/software solutions.
Procedural/timeline notes
- Committee substitute (CS) adopted by the Senate Governmental Oversight and Accountability Committee (CS by GO, April 1, 2025) clarifying the application to centralized call centers and designated customer‑service lines.
- The bill, as analyzed, would take effect July 1, 2025, if enacted.
Additional context / caveat
- The provided materials include other unrelated legislative drafts also labeled “SB 1088” from other states (Arizona, Illinois) on distinct topics (e.g., hydrology reports, immigration compliance, technical amendments). This summary focuses on the Florida measure amending the Customer Service Standards Act as described in the Senate analyses dated March–April 2025.
Compiled from official sources — confirm details with the bill’s official record.
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