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Assembly approves 24/7 toll‑free customer lines for utilities after debate on costs for small municipalities
Summary
A bill requiring utilities to maintain a 24/7 toll‑free line to report outages passed after lawmakers debated staffing costs and exemptions for small municipalities; sponsor said the measure standardizes emergency communications and can save lives, while critics warned of significant ratepayer impacts.
The Assembly passed A4713a, which requires utility providers to maintain a toll‑free number available 24 hours a day, seven days a week for customers to report outages and urgent service problems.
Sponsor Mister Saiz argued the requirement is a common‑sense consumer protection that strengthens emergency response and ensures equity of access. "In moments of crisis... we must assure that each and every one of us in time of need can have a toll free number to call and address our outage," Saiz said.
Several members raised concerns about fiscal and operational burdens on small municipal utilities and water districts. Mister Paul Musano noted that many smaller providers rely on automated lines and that staffing a live 24/7 call center could impose substantial salary and benefit costs. "To think we need someone there 24/7... is a significant cost," he said, adding that the Department of Public Service has previously pushed back on similar staffing proposals on cost grounds.
The sponsor said the bill includes an exemption petition process to the Public Service Commission for municipalities that can show the requirement is unduly burdensome and suggested consolidation and shared service approaches to reduce costs. Fellow members asked whether AI or automated systems could satisfy the requirement; the sponsor said a live agent is expected.
After debate about telecom outages, surge capacity and exemptions, the Assembly voted Ayes 99, Nays 39 and passed the bill. Sponsors said the law is meant to create a standard baseline for outage reporting and to protect customers who lack internet access or are otherwise unable to use online reporting channels.
Members signaled interest in follow‑up work to refine exemption criteria, define "adequate surge capacity" and minimize ratepayer impacts for small providers.
