HB 3255
Prohibits an online business from operating in this state unless the online business maintains a permanent telephone number and electronic mail address that allows customers to contact the online business with concerns and receive a timely and substantive response.
Jurisdiction
Oregon
Session
2025 Regular Session
Committee
Commerce and Consumer Protection
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Sign in to take actionPublic sentiment
Support
33%
Oppose
67%
- Introduced
- Passed House
- Passed Senate
- To Governor
- Became Law
Bill overview
This bill requires online businesses operating in Oregon to provide a permanent telephone number and email address for customers to contact them with concerns and receive a timely response. The Secretary of State can check compliance and impose fines or even dissolve the business if they repeatedly fail to meet these requirements. This aims to improve customer service and accountability for online retailers.
Key provisions
- Online businesses must maintain a permanent telephone number and email address.
- Customers must be able to contact the business with concerns.
- The business must provide a timely response to customer concerns (generally within 24 hours).
- Exceptions may be made for unusual circumstances requiring extended response times.
- The Secretary of State can randomly audit online businesses for compliance.
- Civil penalties will be imposed for non-compliance, escalating for repeated offenses.
- The Secretary of State can administratively dissolve or revoke a business's authority to operate in Oregon for repeated failures to comply.
- Defines ‘customer’ and ‘online business’ for the purposes of the law.
Who is affected
- Online businesses
- Oregon residents
- The Secretary of State’s Office
Notable changes
- Establishes a requirement for Oregon-based online businesses to provide direct contact methods.
Arguments in favor
Reasons to support this legislation.
Supporters of the bill argue that it is necessary to protect consumers from frustrating experiences like the one shared by a personal anecdote witness, who received an incorrect item from Sears.com. This individual's story highlights issues with customer service and return processes, which the supporters believe the bill will address by providing clearer guidelines for refunds and replacements. By strengthening consumer protections, proponents of the bill aim to promote trust in online shopping and ensure that companies like Sears.com take responsibility for their mistakes, ultimately benefiting consumers who have been let down by poor customer service.
Source: Testimony Summaries
Arguments opposed
Reasons to oppose this legislation.
Opponents of the bill express concerns that its requirement for online businesses to maintain a permanent telephone number and email address will impose substantial administrative and financial burdens on Oregon businesses, particularly small businesses and startups. They argue that this burden will be particularly challenging for small retailers, who may struggle to comply with the 24-hour response time requirement for customer complaints. Testifiers also suggest that such regulations could disproportionately affect vulnerable businesses, including those in rural areas or with limited resources, ultimately hindering their ability to operate efficiently and effectively.