California Law Requires Large Firms to Connect Customers to a Human Within 15 Minutes

California Gov. Gavin Newsom signed AB 1609, the Right to Human Customer Service Act, on September 28, 2026. Businesses with over $500 million in annual revenue must let California customers request a human agent and connect them within 15 minutes, or offer a callback within one business day. Civil penalties start at $5,000.

• Applies to businesses with more than $500 million in annual gross revenue
• Human connection required within 15 minutes, or callback within one business day
• Online support must show wait times and disclose chatbot interactions
• Penalties: $5,000 for a first offense, $10,000 for each subsequent violation