What's happening
This bill requires telecommunications and cable companies to maintain in-state call centers, restricts job transfers, and sets rules for closing or relocating these facilities.
Why it matters
Protects In-State Jobs and Economic Stability. By limiting the permanent transfer of call center jobs to no more than 0.7% annually (unless overridden by a union contract), the bill seeks to keep telecommunications and cable customer service jobs within New York, supporting local employment and the state economy.
Ensures Localized Customer Support. The requirement for in-state call centers means customers are more likely to interact with representatives familiar with New York-specific regulations, services, and needs, potentially leading to better service outcomes and fewer miscommunications.
Increases Accountability for Service Changes. Companies must give notice and hold a hearing before closing or relocating a call center, creating more transparency and giving communities and workers a chance to respond to proposed changes.
Offers Protections but Includes Flexibility for Some Circumstances. The law carves out exceptions, such as for debt collection handled by third parties and for months when call center employee attendance drops below 90% (unless caused by the employer), balancing worker/job protections with operational needs and existing labor agreements.
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Who cares
Headline styles
Keep Call Centers in NY
Plain English, a few words. Used as the page title.
Sponsors
No co-sponsors yet.
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 Local
In Assembly Committee · Corporations, Authorities And Commissions · Sponsor Kevin Cahill
Full text
3 pagesUnderlined is new[Struck] is removedOfficial text on nysenate.gov ↗
STATE OF NEW YORK
582
2017-2018 Regular Sessions
IN SENATE (Prefiled)
January 4, 2017
Introduced by Sen. PERALTA -- 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 telecommunications and cable 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 corporation and their 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) determining customer financial responsibility;
(2) 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;
(3) determining deposit required or billing rate;
(4) preparing installation and repair service orders and obtaining access to subscriber's premises;
(5) explaining company rates, regulations, policies, procedures, equipment and common practices;
(6) investigating trouble order forms and initiating high bill investigations;
EXPLANATION--Matter in italics (underscored) is new; matter in brackets
[ ] is old law to be omitted.
LBD00064-01-7
S. 582 2
(7) handling payment and other credit arrangements such as obtaining deposits, financial statements and payment plans; and
(8) aiding customers with internal assistance programs.
(b) No telecommunication corporation shall close a call center or other facility providing the customer assistance set forth in paragraph (a) of this subdivision or relocate such customer assistance to another area of this state or outside of this state without notice and hearing before the commission. However, at no time shall a telecommunication corporation permanently transfer more than .7 percent of jobs from any call center described above to another area of this state or outside of the state and a valid collective bargaining agreement or employment contract that governs permanent transfer percentages of call center jobs shall supersede the .7 percent job transfer rate described above.
(c) This subdivision shall not apply to the collection of debt whereby utility company policy such debt is directed to a collection agency or similar service companies or where the attendance of call center employees is less than ninety percent in any given month, this section shall not apply for the following month. Attendance for this section shall be defined when an employee is expected to report to work as scheduled. If a collective bargaining agreement or employment contract defines attendance then that shall supersede the definition above. If attendance falls below ninety percent as a direct result of the corporation then this section shall apply.
§ 2. The general business law is amended by adding a new section 394-f to read as follows:
§ 394-f. Cable company call centers. (a) Every cable corporation and their 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) determining customer financial responsibility;
(2) 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;
(3) determining deposit required or billing rate;
(4) preparing installation and repair service orders and obtaining access to subscriber's premises;
(5) explaining company rates, regulations, policies, procedures, equipment and common practices;
(6) investigating trouble order forms and initiating high bill investigations;
(7) handling payment and other credit arrangements such as obtaining deposits, financial statements and payment plans; and
(8) aiding customers with internal assistance programs.
(b) No cable corporation shall close a call center or other facility providing the customer assistance set forth in subdivision (a) of this section or relocate such customer assistance to another area of New York state or outside of this state without notice and hearing before the commission. However, at no time shall a cable corporation permanently transfer more than .7 percent of jobs from any call center described above to another area of this state or outside of the state and a valid
S. 582 3
collective bargaining agreement or employment contract that governs permanent transfer percentages of call center jobs shall supersede the .7 percent job transfer rate described above.
(c) This subdivision shall not apply to the collection of debt whereby utility company policy such debt is directed to a collection agency or similar service companies or where the attendance of call center employees is less than ninety percent in any given month this section shall not apply for the following month. Attendance for this section shall be defined when an employee is expected to report to work as scheduled. If a collective bargaining agreement or employment contract defines attendance then that shall supersede the definition above. If attendance falls below ninety percent as a direct result of the corporation then this section shall apply.
§ 3. This act shall take effect on the thirtieth day after it shall have become a law; provided, however, that the public service commission is immediately authorized and directed to take any and all actions, including but not limited to the promulgation of any rules or regulations necessary to implement the provisions of this act on such effective date.
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 telecommunications and cable call centers
Purpose
This Bill directs telecommunication corporations to provide call center service assistance from centers located within the state and such corporations' service area.
Summary of provisions
Section 1 renumbers subdivision 12 and adds a new subdivision 13 to subdivision 11 of section 65 of the public service law, as added by chapter 693 of the laws of 1985.
Section 2 shall contain the same provisions as section 1, however shall also apply to cable companies. This section also contains the effective date.
Justification
This will require telecommunication corporations which provide telephone, cable, or internet service to provide call center service assistance. These call centers will utilize services located within the state in order to determine customer financial responsibility, processing requests for new or additional services, including emergency service, determining deposit required or bill rate, preparing service orders, and obtaining access to businesses and residential properties. These service centers will also provide customer assistance regarding explanation of rates, regulations, policies, procedures, equipment, and common practices. The centers will investigate trouble order forms and initiate high bill investigations, handle payment, and other credit arrangements such as obtaining deposits, financial statements and payments plans referring customers to social service agencies and other assistance programs when applicable. This will provide support for the customers of telephone, cable and/or internet services with clear access to information regarding their service while supporting the service providers with resources to maintain this system through services located within the state.
Legislative history
2015-2016-S.1305 2013-2014 - S.78 2011-12: S.75 2010: S.7967/A.4872-C (Senate Energy and Telecommunications) 05/14/08 Referred to Corporations, Authorities and Commissions
Fiscal implications
None.
Effective date
This act shall take effect on the thirtieth day after it shall have become a law; provided, however, that the public service commission is immediately authorized and directed to take any and all actions, including but not limited to the promulgation of any rules or regulations necessary to implement the provisions of this act on such effective date.
Summaries, headlines and scores are AI-generated from the official bill text. How we score bills. Source: NYS Open Legislation.