What's happening
This bill requires telecommunication and cable service providers to maintain call centers in New York unless a public hearing is held before closure or relocation.
Why it matters
Increases transparency and public input. The bill requires a public hearing before any call center serving telecommunications or cable customers in New York can be closed or relocated, giving affected employees, customers, and communities a formal way to voice concerns and access information.
Protects local jobs and service quality. By making it harder for companies to move call center operations out of New York without oversight, the legislation aims to preserve local employment and maintain customer service standards that might drop if jobs are outsourced or moved out-of-state.
Extends comprehensive customer support obligations. The bill specifically defines a wide range of customer assistance services (from billing questions to emergency support) that must remain available in-state, ensuring New York consumers have continued access to robust, locally-based help.
Imposes advance notification requirements. If closure or relocation is approved, the bill mandates companies give at least 180 days’ notice, providing workers and communities time to adjust and plan for the change, reducing the likelihood of abrupt job losses or service disruptions.
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Who cares
Headline styles
Keep Call Centers Open
Plain English, a few words. Used as the page title.
Sponsors
Senator · Senate District 4
1 Co-sponsor
History
- Referred to energy and telecommunications
- Referred to energy and telecommunications
Companion bill
The same bill in the other chamber. A bill becomes law when one version passes both houses and the governor signs it, so either number can carry it.
Keep Call Centers Open
In Assembly Committee · Ways And Means · Sponsor Linda Rosenthal
Full text
3 pagesUnderlined is new[Struck] is removedOfficial text on nysenate.gov ↗
STATE OF NEW YORK
5812
2017-2018 Regular Sessions
IN SENATE
May 2, 2017
Introduced by Sen. BOYLE -- read twice and ordered printed, and when printed to be committed to the Committee on Energy and Telecommunications
AN ACT to amend the public service law and the general business law, in relation to call centers
The People of the State of New York, represented in Senate and Assembly, do enact as follows:
Section 1. Section 65 of the public service law is amended by adding a new subdivision 16 to read as follows:
16. (a) Every telecommunication service provider and its subsidiaries furnishing traditional landline telephone service, fiber optic service, voice over internet protocol (VoIP), data circuits, cable or internet services shall provide call center service assistance including, but not limited to operator services, directory assistance bureaus and call completion services for the following: (1) explaining company rates, regulations, policies, procedures, equipment, customer service options and common practices; (2) determining customer financial responsibility, required deposits, billing rates, or handling payment and other credit arrangements such as obtaining deposits, financial statements and payment plans; (3) taking requests for new or additional services, including, but not limited to, emergency service, completing assistance with dialing, using calling cards, connecting collect calls, busy line verification or relay centers for the hearing impaired, providing requested local and national telephone numbers, reverse number searches and taking requests for and completing the publishing and non-publishing of a telephone number, and providing assistance to payphone customers; and (4) preparing installation and repair service orders and obtaining access to subscriber's premises.
(b) No telecommunication service provider nor its subsidiaries shall close a call center or other facility providing the customer assistance set forth in paragraph (a) of this subdivision or relocate such customer
EXPLANATION--Matter in italics (underscored) is new; matter in brackets
[ ] is old law to be omitted.
LBD05486-01-7
S. 5812 2
assistance to another area of New York state or outside of New York state without notice and public hearing before the commission. Upon receipt of the notice required pursuant to this paragraph, the commission shall provide notice of the proceeding to interested parties and the public; and shall promptly fix a date for the commencement of a public hearing thereon not less than sixty days after such receipt. The testimony presented at such hearing may be presented in writing or orally, provided that the commission may make rules designed to exclude repetitive, redundant or irrelevant testimony while giving all interested parties the opportunity to present their documentary and/or testimonial evidence. The commission shall make a record of all testimony in all contested hearings. For purposes of this section "public hearing" means a public forum at a physical location, attended by commission members or their designees, where oral testimony is accepted and written testimony may be submitted for inclusion in the record. Such forum shall be open to parties to the proceeding and the general public for the presentation of comments that shall be limited to relevant facts directly related to the proceeding in question. Such hearing shall be commenced upon proper notice to the parties to the proceeding and the public at least thirty days prior to the scheduled date. Should the commission rule in favor of closing a call center or other facility providing the customer assistance set forth in paragraph (a) of this subdivision or relocating such customer assistance to another area of New York state then the telecommunication service provider or its subsidiaries shall provide notification one hundred eighty calendar days in advance of closing or relocation.
(c) This subdivision shall not apply to the collection of debt where by company policy such debt is directed to a collection agency or similar service companies.
§ 2. The general business law is amended by adding a new section 399- yyy to read as follows:
§ 399-yyy. Cable service provider. 1. Every cable service provider and its subsidiaries furnishing traditional landline telephone service, fiber optic service, voice over internet protocol (VoIP), data circuits, cable or internet services shall provide call center service assistance including, but not limited to operator services, director assistance bureaus and call completion services for the following: (a) explaining company rates, regulations, policies, procedures, equipment, customer service options and common practices; (b) determining customer financial responsibility, required deposits, billing rates, or handling payment and other credit arrangements such as obtaining deposits, financial statements and payment plans; (c) taking requests for new or additional services, including, but not limited to, emergency service, completing assistance with dialing, using calling cards, connecting collect calls, busy line verification or relay centers for the hearing impaired, providing requested local and national telephone numbers, reverse number searches and taking requests for and completing the publishing and nonpublishing of a telephone number, and providing assistance to pay phone customers; and (d) preparing installation and repair service orders and obtaining access to subscriber's premises.
2. No cable service provider nor its subsidiaries shall close a call center or other facility providing the customer assistance set forth in subdivision one of this section or relocate such customer assistance to another area of New York state or outside of New York state without notice and public hearing before the commission. Upon receipt of the notice required pursuant to this subdivision, the commission shall
S. 5812 3
provide notice of the proceeding to interested parties and the public; and shall promptly fix a date for the commencement of a public hearing thereon not less than sixty days after such receipt. The testimony presented at such hearing may be presented in writing or orally, provided that the commission may make rules designed to exclude repetitive, redundant or irrelevant testimony while giving all interested parties the opportunity to present their documentary and/or testimonial evidence. The commission shall make a record of all testimony in all contested hearings. For purposes of this section "public hearing" means a public forum at a physical location, attended by commission members or their designees, where oral testimony is accepted and written testimony may be submitted for inclusion in the record. Such forum shall be open to parties to the proceeding and the general public for the presentation of comments that shall be limited to relevant facts directly related to the proceeding in question. Such hearing shall be commenced upon proper notice to the parties to the proceeding and the public at least thirty days prior to the scheduled date. Should the commission rule in favor of closing a call center or other facility providing the customer assistance set forth in subdivision one of this section or relocating such customer assistance to another area of New York state then the cable service provider or its subsidiaries shall provide notification one hundred eighty calendar days in advance of closing or relocation.
3. This section shall not apply to the collection of debt where by company policy such debt is directed to a collection agency or similar service companies.
§ 3. This act shall take effect immediately.
Reflowed for reading: line numbers and page breaks removed. Cite the official text.
Sponsor's memo
Title of bill
An act to amend the public service law and the general business law, in relation to call centers
Purpose
This bill improves customer service by establishing requirements for telecommunication corporations that provide call center service assistance.
Summary of specific provisions
Section one amends section 65 of the public service law by adding a new subdivision 16.
Section two amends the general business law by adding a new section 399-40 yyy. Section three sets forth the effective date.
Justification
Over the past four years, the United States has lost at least 500,000 call center jobs as businesses have opted to relocate out of state or out of the country. In addition to limiting employment opportunities for struggling families, the use of foreign call centers present a number of security concerns with respect to protecting New Yorkers. personal confidential information. By requiring notice and a hearing before the public service commission if a telecommunication company decides to close or relocate a call center, this legislation will provide full information on such decision and ensure chat New York jobs are protected.
Legislative history
2015-16: A.668 - Referred to Ways and Means: S.3635 Referred to Energy and Telecommunications 2013-14: A.71 14-C - Ordered to Third Reading Calendar; S.4434-C Referred to Investigations and Government Operations
Fiscal implications
Undetermined.
Effective date
This bill shall take effect immediately.
Summaries, headlines and scores are AI-generated from the official bill text. How we score bills. Source: NYS Open Legislation.