HB 3762

relating to requirements for customer service call centers.
BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF TEXAS:
SECTION 1.  Subtitle A, Title 10, Business & Commerce Code,
is amended by adding Chapter 307 to read as follows:
CHAPTER 307.  CUSTOMER SERVICE CALL CENTER REQUIREMENTS
Sec. 307.001.  DEFINITIONS.  In this chapter:
(1)  "Automated call system" means a system at a
customer service call center that automates any portion of a
telephone call with a customer, including by use of spoken commands
or tactilely entered responses, that functions without the
participation of a customer service employee.
(2)  "Customer" means a resident of this state who
receives a call from or places a call to a customer service call
(3)  "Customer service call center" means an entity
whose primary purpose includes initiating or receiving telephone
communications on behalf of a person for the purpose of providing
services or providing or receiving information in connection with
(4)  "Customer service employee" means an individual
employed by or working on behalf of a customer service call center.
Sec. 307.002.  APPLICABILITY.  This chapter applies to a
customer service call center that:
(1)  initiates or receives telephone communications
from customers in this state; and
(2)  uses an automated call system.
Sec. 307.003.  CUSTOMER ABILITY TO SPEAK WITH CUSTOMER
SERVICE EMPLOYEE.  (a)  A customer service call center shall provide
each customer with the opportunity to communicate directly with a
(b)  An automated call system used by a customer service call
(1)  include an easy to use option to exit the automated
call system at any time and communicate directly with a customer
(2)  notify each customer of the option described by
Subdivision (1) at the beginning of each telephone communication.
Sec. 307.004.  DECEPTIVE TRADE PRACTICE.  A violation of
this chapter is a deceptive trade practice actionable under
SECTION 2.  This Act takes effect September 1, 2025.