A Bill to provide for maximum waiting times for customers who are contacting providers of utilities and certain other services by telephone; to require such companies to ensure that customers can speak to a person within that maximum waiting time; to restrict the use of automated menus on telephone services offered by such companies; to provide for financial penalties for companies that fail to meet these standards; and for connected purposes.
House of Commons
31 October 2023
This bill would set a maximum waiting time when customers call utility companies and other services. It would require providers to ensure you can speak to a real person within that time, limit automated phone menus, and allow penalties for failing to meet the rules. It also covers related measures to support these standards.
The bill is currently at the 1st Reading in the House of Commons. If it progresses, it would move on to the Second Reading and further stages such as Committee at a later date.
Generated 21 February 2026
Order for second reading on Friday 3 March 2023, read and discharged. The 2022-2023 session of Parliament has prorogued and this Bill will make no further progress.
No recorded votes for this bill yet.
