89R10121 MLH-D
By: Guerra H.B. No. 3762
A BILL TO BE ENTITLED
AN ACT
relating to requirements for customer service call centers.
BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF TEXAS:
SECTION 1. Subtitle A, Title 10, Business & Commerce Code,
is amended by adding Chapter 307 to read as follows:
CHAPTER 307. CUSTOMER SERVICE CALL CENTER REQUIREMENTS
Sec. 307.001. DEFINITIONS. In this chapter:
(1) "Automated call system" means a system at a
customer service call center that automates any portion of a
telephone call with a customer, including by use of spoken commands
or tactilely entered responses, that functions without the
participation of a customer service employee.
(2) "Customer" means a resident of this state who
receives a call from or places a call to a customer service call
center.
(3) "Customer service call center" means an entity
whose primary purpose includes initiating or receiving telephone
communications on behalf of a person for the purpose of providing
services or providing or receiving information in connection with
the provision of services.
(4) "Customer service employee" means an individual
employed by or working on behalf of a customer service call center.
Sec. 307.002. APPLICABILITY. This chapter applies to a
customer service call center that:
(1) initiates or receives telephone communications
from customers in this state; and
(2) uses an automated call system.
Sec. 307.003. CUSTOMER ABILITY TO SPEAK WITH CUSTOMER
SERVICE EMPLOYEE. (a) A customer service call center shall provide
each customer with the opportunity to communicate directly with a
customer service employee.
(b) An automated call system used by a customer service call
center must:
(1) include an easy to use option to exit the automated
call system at any time and communicate directly with a customer
service employee; and
(2) notify each customer of the option described by
Subdivision (1) at the beginning of each telephone communication.
Sec. 307.004. DECEPTIVE TRADE PRACTICE. A violation of
this chapter is a deceptive trade practice actionable under
Subchapter E, Chapter 17.
SECTION 2. This Act takes effect September 1, 2025.