THE BILL ITSELF
CS/SB 1192
Customer Service Callback Queues
Florida Senate - 2026 CS for SB 1192 By the Committee on Appropriations; and Senators Polsky and Arrington 576-03347-26 20261192c1
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A bill to be entitled
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An act relating to customer service callback queues;
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amending s. 23.30, F.S.; defining the term “callback
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queue”; establishing a pilot program to require the
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Department of Commerce to use a callback queue for
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returning certain calls; requiring that calls be
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returned in a specified manner; requiring the
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department to report specified information to the
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Legislature by a certain date; providing an effective
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date.
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Be It Enacted by the Legislature of the State of Florida:
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Section 1. Present subsections (5) through (8) of section
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23.30, Florida Statutes, are redesignated as subsections (6)
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through (9), respectively, and a new subsection (5) is added to
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that section, to read:
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23.30 Florida Customer Service Standards Act.—
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(5) PILOT PROGRAM.—
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(a) As used in this subsection, the term “callback queue”
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means a system that allows a caller to leave a telephone number
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at which he or she can be reached at a later time rather than
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receiving no answer to his or her call or remaining on hold.
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(b) A pilot program is implemented to require a callback
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queue to be used by the Department of Commerce in returning
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calls from claimants concerning reemployment assistance.
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(c) All calls must be returned, in the order in which
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received, by the end of the next business day.
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(d) On or before December 31, 2027, the Department of
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Commerce must submit a report to the President of the Senate and
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the Speaker of the House of Representatives which includes
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information concerning the effectiveness of the pilot program,
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any suggested changes to the program, and a recommendation as to
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whether the program should be continued or expanded.
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Section 2. This act shall take effect July 1, 2026.