Florida Senate - 2026                          SENATOR AMENDMENT
       Bill No. HB 1031
       
       
       
       
       
       
                                Ì4608902Î460890                         
       
                              LEGISLATIVE ACTION                        
                    Senate             .             House              
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                Floor: 1/AD/2R         .            Floor: C            
             03/10/2026 06:08 PM       .      03/12/2026 02:19 PM       
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       Senator Polsky moved the following:
       
    1         Senate Amendment (with title amendment)
    2  
    3         Delete everything after the enacting clause
    4  and insert:
    5         Section 1. Present subsections (5) through (8) of section
    6  23.30, Florida Statutes, are redesignated as subsections (6)
    7  through (9), respectively, and a new subsection (5) is added to
    8  that section, to read:
    9         23.30 Florida Customer Service Standards Act.—
   10         (5) PILOT PROGRAM.—
   11         (a) As used in this subsection, the term “callback queue”
   12  means a system that allows a caller to leave a telephone number
   13  at which he or she can be reached at a later time rather than
   14  receiving no answer to his or her call or remaining on hold.
   15         (b) A pilot program is implemented to require a callback
   16  queue to be used by the Department of Commerce in returning
   17  calls from claimants concerning reemployment assistance.
   18         (c) All calls must be returned, in the order in which they
   19  were received, by the end of the next business day.
   20         (d) On or before December 31, 2027, the Department of
   21  Commerce must submit a report to the President of the Senate and
   22  the Speaker of the House of Representatives which includes
   23  information concerning the effectiveness of the pilot program,
   24  any suggested changes to the program, and a recommendation as to
   25  whether the program should be continued or expanded.
   26         Section 2. This act shall take effect July 1, 2026.
   27  
   28  ================= T I T L E  A M E N D M E N T ================
   29  And the title is amended as follows:
   30         Delete everything before the enacting clause
   31  and insert:
   32                        A bill to be entitled                      
   33         An act relating to customer service callback queues;
   34         amending s. 23.30, F.S.; defining the term “callback
   35         queue”; establishing a pilot program to require the
   36         Department of Commerce to use a callback queue for
   37         returning certain calls; requiring that calls be
   38         returned in a specified manner and timeframe;
   39         requiring the department to report specified
   40         information to the Legislature by a certain date;
   41         providing an effective date.