New York S09697 mandates businesses to offer a free, accessible customer service phone line and sets a minimum annual call-answer rate of 90%.

New York S09697 amends the general business law and public service law to require businesses providing products or services to New York residents to establish a free, efficient, universally accessible, inclusive, nondiscriminatory, and evaluable customer service telephone line. This line must allow customers to connect with a human representative within five minutes. The bill also mandates that corporations set an annual customer service call-answer rate of at least 90%. Failure to meet this rate results in negative revenue adjustments and civil penalties.

New York S09697 mandates businesses to offer a free, accessible customer service phone line and sets a minimum annual call-answer rate of 90%.

New York S09697 amends the general business law and public service law to require businesses providing products or services to New York residents to establish a free, efficient, universally accessible, inclusive, nondiscriminatory, and evaluable customer service telephone line. This line must allow customers to connect with a human representative within five minutes. The bill also mandates that corporations set an annual customer service call-answer rate of at least 90%. Failure to meet this rate results in negative revenue adjustments and civil penalties.