Food delivery platforms: customer service.
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Majority
Fiscal committee
No
Appropriation
No
Current location
Chaptered
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Progress
Where this bill stands in the legislative process.
- Introduced
- Passed Assembly
- Passed Senate
- To Governor
- Became Law
Overview
California Assembly Bill 578 aims to improve customer service practices for customers using food delivery platforms. The bill requires platforms to clearly disclose all costs associated with an order, including fees and tips, and to provide a way for customers to easily contact a human representative for assistance. It also mandates refunds for undelivered or incorrect orders, with specific rules regarding gratuities paid to drivers, and allows customers to adjust gratuities if their order is partially fulfilled.
Key provisions
- Platforms must clearly disclose all costs (fees, commissions, etc.) to both customers and food facilities.
- Platforms must provide a way for customers to contact a human representative for customer service.
- Platforms must refund full orders if they are not delivered or contain the wrong items, unless the customer is responsible.
- Platforms must refund the original gratuity paid to the driver, without deducting it from the driver's pay.
- Platforms must adjust fees and gratuities if a customer only receives a partial order.
- Platforms must allow customers to adjust gratuities included in the order.
- Platforms must provide an alternate refund method if the original payment method is not feasible.
- Platforms cannot forward customer calls to a food facility if they know it will result in a forwarded call.
Who is affected
- Food delivery platforms
Bill text
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Sponsors
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1 on record
Primary sponsor
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