https://calmatters.digitaldemocracy.org/bills/ca_202520260ab1271
This bill would require a broadband internet service provider to establish and maintain a dedicated consumer complaint resolution process that allows consumers to submit complaints via telephone, email, and an online portal, and would require a broadband internet service provider to respond to a complaint within 7 business days and provide a resolution, explanation, or corrective action within a specified timeframe. The bill would prescribe remedies for a consumer if a broadband internet service provider fails to resolve a complaint within the specified timeframe or refuses to act in good faith, including the issuance of a minimum credit of $50 for a complaint that remains unresolved beyond 60 days without valid justification. The bill would require a broadband internet service provider to disclose the complaint resolution process and remedies clearly and conspicuously in its terms of service, in its billing statements, and on its internet website. The bill would require a broadband internet service provider to report quarterly complaint statistics to the department, as specified.