SB1192 • 2026

Customer Service Callback Queues

Passed Legislature

This bill passed both chambers and reached final enrollment, even if later executive action is not shown here.

Sponsor: Polsky
Last action: 2026-03-10
Official status: Senate - Laid on Table, refer to HB 1031 -SJ 743
Effective date: 2026-07-01

Plain English Breakdown

Using official source text because the generated explanation was unavailable or could not be confirmed against the official bill text.

Customer Service Callback Queues

Customer Service Callback Queues; Establishing a pilot program to require the Department of Commerce to use a callback queue for returning certain calls; requiring that calls be returned in a specified manner; requiring the department to report specified information to the Legislature by a certain date, etc.

What This Bill Does

Customer Service Callback Queues; Establishing a pilot program to require the Department of Commerce to use a callback queue for returning certain calls; requiring that calls be returned in a specified manner; requiring the department to report specified information to the Legislature by a certain date, etc.

Limits and Unknowns

This entry is temporarily using official source text because the generated explanation could not be confirmed against the official bill text during the last sync.

Amendments

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

600084

Committee amendment S 1192 Filed • Appropriations (Polsky)

Replaced by Committee Substitute 3/3/2026

Plain English: Florida Senate - 2026 COMMITTEE AMENDMENT Bill No.

Florida Senate - 2026 COMMITTEE AMENDMENT Bill No.
SB 1192 Ì600084ÆÎ600084 LEGISLATIVE ACTION Senate .
House Comm: RCS .
03/03/2026 .

Bill History

2026-03-10 Senate
• Read 2nd time -SJ 743 • Substituted HB 1031 -SJ 743 • Laid on Table, refer to HB 1031 -SJ 743
2026-03-05 Senate
• Placed on Special Order Calendar, 03/10/26
2026-03-04 Senate
• Pending reference review -under Rule 4.7(2) - (Committee Substitute) • Placed on Calendar, on 2nd reading • CS by Appropriations read 1st time
2026-03-02 Senate
• CS by- Appropriations; YEAS 16 NAYS 0
2026-02-25 Senate
• On Committee agenda-- Appropriations, 03/02/26, 12:00 pm, 110 Senate Building
2026-02-12 Senate
• Favorable by Appropriations Committee on Transportation, Tourism, and Economic Development; YEAS 13 NAYS 0 • Now in Appropriations
2026-02-09 Senate
• On Committee agenda-- Appropriations Committee on Transportation, Tourism, and Economic Development, 02/12/26, 2:30 pm, 110 Senate Building
2026-02-03 Senate
• Now in Appropriations Committee on Transportation, Tourism, and Economic Development
2026-02-02 Senate
• Favorable by Governmental Oversight and Accountability; YEAS 9 NAYS 0
2026-01-28 Senate
• On Committee agenda-- Governmental Oversight and Accountability, 02/02/26, 3:30 pm, 110 Senate Building
2026-01-13 Senate
• Introduced
2026-01-12 Senate
• Referred to Governmental Oversight and Accountability; Appropriations Committee on Transportation, Tourism, and Economic Development; Appropriations
2026-01-06 Senate
• Filed

Official Summary Text

Customer Service Callback Queues; Establishing a pilot program to require the Department of Commerce to use a callback queue for returning certain calls; requiring that calls be returned in a specified manner; requiring the department to report specified information to the Legislature by a certain date, etc.

Current Bill Text

Read the full stored bill text

Florida Senate
-
2026

CS for SB 1192

By
the Committee on Appropriations; and Senators Polsky and
Arrington

576-03347-26 20261192c1
1 A bill to be entitled
2 An act relating to customer service callback queues;
3 amending s. 23.30, F.S.; defining the term “callback
4 queue”; establishing a pilot program to require the
5 Department of Commerce to use a callback queue for
6 returning certain calls; requiring that calls be
7 returned in a specified manner; requiring the
8 department to report specified information to the
9 Legislature by a certain date; providing an effective
10 date.
11
12 Be It Enacted by the Legislature of the State of Florida:
13
14 Section 1. Present subsections (5) through (8) of section
15 23.30, Florida Statutes, are redesignated as subsections (6)
16 through (9), respectively, and a new subsection (5) is added to
17 that section, to read:
18 23.30 Florida Customer Service Standards Act.—
19
(5)

PILOT PROGRAM.—

20
(a)

As used in this subsection, the term “callback queue”

21
means a system that allows a caller to leave a telephone number

22
at which he or she can be reached at a later time rather than

23
receiving no answer to his or her call or remaining on hold.

24
(b)

A pilot program is implemented to require a callback

25
queue to be used by the Department of Commerce in returning

26
calls from claimants concerning reemployment assistance.

27
(c)

All calls must be returned, in the order in which

28
received, by the end of the next business day.

29
(d)

On or before December 31, 2027, the Department of

30
Commerce must submit a report to
the President
of the Senate and

31
the Speaker of the House of Representatives which includes

32
information concerning the effectiveness of the pilot program,

33
any suggested changes to the program, and a recommendation as to

34
whether the program should be continued or expanded.

35 Section 2. This act shall take effect July 1, 2026.