HB1031 • 2026

Customer Service Callback Queues

Enacted

This bill passed the Legislature and reached final enactment based on the latest official action.

Sponsor: Rosenwald ; (CO-INTRODUCERS) Bartleman ; Cross ; Daniels ; Driskell ; Eskamani ; Harris ; Hunschofsky ; Joseph ; López, J. ; McFarland ; Nix ; Plasencia ; Sapp ; Woodson
Last action: 2026-05-26
Official status: Chapter No. 2026-113
Effective date: 2026-07-01

Plain English Breakdown

The official source does not specify the exact types of calls beyond those concerning reemployment assistance.

Customer Service Callback Queues

This bill establishes a pilot program for the Department of Commerce to use callback queues when returning calls from people seeking reemployment assistance.

What This Bill Does

Defines 'callback queue' as a system where callers can leave their phone number and be called back later instead of waiting on hold or getting no answer.
Requires the Department of Commerce to use this system for calls from claimants concerning reemployment assistance.
Specifies that all such calls must be returned in the order they were received by the end of the next business day.
Requires the Department of Commerce to report on the effectiveness of the callback queue system and any suggested changes before December 31, 2027.

Who It Names or Affects

People seeking reemployment assistance who call the Department of Commerce.
The Department of Commerce staff responsible for handling these calls.

Terms To Know

callback queue: A system that allows a caller to leave a telephone number at which he or she can be reached at a later time rather than receiving no answer to his or her call or remaining on hold.

Limits and Unknowns

The bill only applies to the Department of Commerce and does not cover other state agencies.
It is a pilot program, so its long-term impact is uncertain until after the initial testing period ends.

Amendments

These notes stay tied to the official amendment files and metadata from the legislature.

460890

Floor amendment H 1031 Filed • Polsky

House: Concur 3/12/2026

Plain English: The amendment adds a new subsection (5) to section 23.30 of Florida Statutes, establishing a pilot program for the Department of Commerce to use callback queues when returning calls from claimants concerning reemployment assistance.

Adds a definition for 'callback queue' which is a system allowing callers to leave their contact information and be reached back later instead of waiting on hold or getting no answer.
Establishes a pilot program requiring the Department of Commerce to use callback queues when returning calls from claimants concerning reemployment assistance, with all calls returned by end of next business day in order received.
Requires the Department of Commerce to submit a report to legislative leaders by December 31, 2027, detailing the effectiveness of the pilot program and recommending whether it should continue or expand.

The amendment text does not specify how the callback queue system will be implemented or what resources will be provided for its operation.
It is unclear from the amendment if there are any penalties for non-compliance with the pilot program requirements.

Bill History

2026-05-26 The Florida Senate and Florida House of Representatives
• Chapter No. 2026-113
2026-05-22 The Florida Senate and Florida House of Representatives
• Approved by Governor
2026-05-21 The Florida Senate and Florida House of Representatives
• Signed by Officers and presented to Governor
2026-03-12 House
• Added to Senate Message List • Amendment 460890 Concur • Passed as amended; YEAS 109, NAYS 0 • Ordered engrossed, then enrolled
2026-03-10 Senate
• Withdrawn from Rules -SJ 734 • Placed on Calendar, on 2nd reading • Substituted for CS/SB 1192 -SJ 734 • Read 2nd time -SJ 734 • Amendment(s) adopted (460890) -SJ 734 • Read 3rd time -SJ 734 • Passed as amended; YEAS 38 NAYS 0 -SJ 734
2026-03-10 House
• In Messages
2026-02-26 Senate
• Referred to Rules • Received
2026-02-25 House
• Read 2nd time • Added to Third Reading Calendar • Read 3rd time • Passed; YEAS 114, NAYS 0
2026-02-25 Senate
• In Messages
2026-02-19 House
• Bill added to Special Order Calendar (2/25/2026)
2026-02-17 House
• Favorable by State Affairs Committee • Reported out of State Affairs Committee • Bill released to House Calendar • Added to Second Reading Calendar
2026-02-13 House
• Added to State Affairs Committee agenda
2026-02-12 House
• Favorable by Information Technology Budget & Policy Subcommittee • Reported out of Information Technology Budget & Policy Subcommittee • Now in State Affairs Committee
2026-02-10 House
• Added to Information Technology Budget & Policy Subcommittee agenda
2026-02-05 House
• Favorable by Government Operations Subcommittee • Reported out of Government Operations Subcommittee • Now in Information Technology Budget & Policy Subcommittee
2026-02-03 House
• Added to Government Operations Subcommittee agenda
2026-01-13 House
• 1st Reading (Original Filed Version)
2026-01-12 House
• Referred to Government Operations Subcommittee • Referred to Information Technology Budget & Policy Subcommittee • Referred to State Affairs Committee • Now in Government Operations Subcommittee
2026-01-06 House
• Filed

Official Summary Text

Customer Service Callback Queues; Defines "callback queue"; establishes pilot program to require the Department of Commerce to use a callback queue for returning certain calls; requires calls to be returned in specified manner and timeframe; requires the department to report specified information to the Legislature by a certain date.

Current Bill Text

Read the full stored bill text

ENROLLED
HB 1031, Engrossed 1 2026 Legislature

CODING: Words stricken are deletions; words underlined are additions.
hb1031 -01-er
Page 1 of 2
F L O R I D A H O U S E O F R E P R E S E N T A T I V E S

1
An act relating to customer service callback queues; 2
amending s. 23.30, F.S.; defining the term "callback 3
queue"; establishing a pilot program to require the 4
Department of Commerce to use a callback queue for 5
returning certain calls; requiring that calls be 6
returned in a specified manner and timeframe; 7
requiring the department to report specified 8
information to the Legislature by a certain date; 9
providing an effective date. 10
11
Be It Enacted by the Legislature of the State of Florida: 12
13
Section 1. Present subsections (5) through (8) of section 14
23.30, Florida Statutes, are redesignated as subsections (6) 15
through (9), respectively, and a new subsection (5) is added to 16
that section, to read: 17
23.30 Florida Customer Service Standards Act.— 18
(5) PILOT PROGRAM.— 19
(a) As used in this subsection, the term "callback queue" 20
means a system that allows a caller to leave a telephone number 21
at which he or she can be reached at a later time rather than 22
receiving no answer to his or her call or remaining on hold. 23
(b) A pilot program is implemented to require a callback 24
queue to be used by the Department of Commerce in returning 25

ENROLLED
HB 1031, Engrossed 1 2026 Legislature

CODING: Words stricken are deletions; words underlined are additions.
hb1031 -01-er
Page 2 of 2
F L O R I D A H O U S E O F R E P R E S E N T A T I V E S

calls from claimants concerning reemployment assistance. 26
(c) All calls must be returned, in the order in which they 27
were received, by the end of the next business day. 28
(d) On or before December 31, 2027, the Department of 29
Commerce must submit a report to the President of the Senate and 30
the Speaker of the House of Representatives which includes 31
information concerning the effectiveness of the pilot program, 32
any suggested changes to the program, and a recommendation as to 33
whether the program should be continued or expanded. 34
Section 2. This act shall take effect July 1, 2026. 35