Assembly Bill A3831

2009-2010 Legislative Session

Requires state and city agencies and utilities to provide live telephone representatives to receive complaints from and provide information to public

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Archive: Last Bill Status - In Assembly Committee

  • Introduced
    • In Committee Assembly
    • In Committee Senate
    • On Floor Calendar Assembly
    • On Floor Calendar Senate
    • Passed Assembly
    • Passed Senate
  • Delivered to Governor
  • Signed By Governor

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2009-A3831 (ACTIVE) - Details

Current Committee:
Assembly Governmental Operations
Law Section:
Executive Law
Laws Affected:
Add Art 20-A §560, Exec L; add §18-e, Gen City L; add Art 12 §250, Pub Serv L

2009-A3831 (ACTIVE) - Summary

Requires state and city agencies and utilities (gas, electric and telephone) to provide live telephone representatives to receive complaints from and provide information to public; provides that such entities shall either establish and maintain a public telephone number with a live representative to answer incoming calls during regular business hours for the purpose of receiving complaints and providing information, or, if the entity uses a menu driven, automated, interactive telephone answering system to respond to incoming calls during regular business hours, then it shall include the option of transferring to a live representative in the initial recorded message and shall also provide for the automatic transfer of callers to live representatives upon the caller's failure to respond to a prompt within 10 seconds following the prompt.

2009-A3831 (ACTIVE) - Bill Text download pdf 

                            
                    S T A T E   O F   N E W   Y O R K
________________________________________________________________________

                                  3831

                       2009-2010 Regular Sessions

                          I N  A S S E M B L Y

                            January 28, 2009
                               ___________

Introduced by M. of A. LENTOL -- read once and referred to the Committee
  on Governmental Operations

AN  ACT  to amend the executive law, the general city law and the public
  service law, in relation to live telephone representatives

  THE PEOPLE OF THE STATE OF NEW YORK, REPRESENTED IN SENATE AND  ASSEM-
BLY, DO ENACT AS FOLLOWS:

  Section  1.  The executive law is amended by adding a new article 20-A
to read as follows:
                              ARTICLE 20-A
            LIVE TELEPHONE REPRESENTATIVES OF STATE AGENCIES
SECTION 560. LIVE TELEPHONE REPRESENTATIVES OF STATE AGENCIES.
  S 560. LIVE TELEPHONE REPRESENTATIVES  OF  STATE  AGENCIES.  1.  EVERY
STATE AGENCY:
  (A) SHALL ESTABLISH AND MAINTAIN A PUBLIC TELEPHONE NUMBER WITH A LIVE
AGENCY  REPRESENTATIVE  TO ANSWER INCOMING CALLS DURING REGULAR BUSINESS
HOURS FOR THE PURPOSE OF RECEIVING COMPLAINTS FROM AND PROVIDING  INFOR-
MATION TO MEMBERS OF THE GENERAL PUBLIC; OR
  (B)  THAT USES A MENU DRIVEN, AUTOMATED, INTERACTIVE TELEPHONE ANSWER-
ING SYSTEM TO RESPOND TO INCOMING CALLS DURING REGULAR  BUSINESS  HOURS,
SHALL INCLUDE THE OPTION OF TRANSFERRING TO A LIVE REPRESENTATIVE IN THE
INITIAL  RECORDED  MESSAGE,  AND  SHALL  ALSO  PROVIDE FOR THE AUTOMATIC
TRANSFER OF THE CALLER TO A LIVE REPRESENTATIVE IF AT  ANY  TIME  DURING
THE  CALL  THE  CALLER FAILS TO INTERACT WITH THE SYSTEM FOR A PERIOD OF
TEN SECONDS FOLLOWING ANY PROMPT.
  2. FOR PURPOSES OF THIS SECTION, "STATE AGENCY"  SHALL  MEAN  A  STATE
AGENCY AS DEFINED IN SECTION THREE HUNDRED TEN OF THIS CHAPTER.
  S  2.  The general city law is amended by adding a new section 18-e to
read as follows:
  S 18-E. LIVE TELEPHONE REPRESENTATIVES OF CITY AGENCIES.
  1. EVERY CITY AGENCY:

 EXPLANATION--Matter in ITALICS (underscored) is new; matter in brackets
                      [ ] is old law to be omitted.
                                                           LBD05871-01-9

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