If implemented, SB3355 will significantly impact how large social media companies operate within Illinois by imposing obligations related to customer interaction and complaint resolution. It specifically targets major social media platforms, defined as those generating over $3 billion in annual revenue and maintaining a user base of at least 300 million monthly active users. This law sets a precedent for enhanced consumer protection in digital environments, aiming to empower users in addressing grievances related to harmful or illegal content.
SB3355 amends the Consumer Fraud and Deceptive Business Practices Act in Illinois by establishing customer support service requirements for 'high-impact' social media companies. These companies must offer at no cost a support service for users to report harmful content. The service is required to respond to customer inquiries within one business day and must take active steps to resolve issues. They must communicate the status of resolutions with the customer within specified timelines to ensure accountability and transparency.
The introduction of this bill may lead to debates regarding the balance between regulation and operational freedom of large social media entities. Proponents argue that such regulations are necessary to protect consumers from harmful content and ensure companies are held accountable for their platforms. However, critics may contend that these requirements could impose undue burdens on businesses, potentially stifling innovation and limiting service availability. Additionally, there may be concerns about how these regulations will be enforced and what constitutes 'harmful content', which could lead to possible overreach in content moderation.
The Attorney General is granted the authority to take action against companies that fail to comply with the provisions of SB3355, with fines set at $1,000 per day for each violation. The revenues from these fines will be allocated to a fund dedicated to supporting mental health awareness initiatives in Illinois. The law will come into effect on January 1, 2025, providing companies time to prepare for compliance.