TRENTON, NJ – A new bill introduced in the New Jersey Senate would mandate that ride-hailing companies such as Uber and Lyft provide live, around-the-clock customer service and timely alerts to riders about unusual account activity.
Senate Bill 3197, sponsored by Senator Kristin M. Corrado (R–Bergen, Essex, Passaic), was introduced January 28 and seeks to strengthen consumer protection and account security standards for transportation network companies operating in the state.
The measure would require companies to send electronic notifications whenever a rider’s account information—such as password, email address, or phone number—is changed, or when the account shows an unusual pattern of ride requests. Companies would be required to issue alerts within 48 hours of detecting these changes.
In addition, transportation network companies would need to make a live customer service representative available 24 hours a day through their apps, by phone, or other electronic means. This representative would handle issues involving unauthorized account access or disputed ride charges.
The legislation also directs companies to submit an annual compliance plan to the New Jersey Motor Vehicle Commission detailing how they will meet the new notification and customer service requirements. Operating without a valid permit or failing to meet state standards could result in fines or permit revocation.
Supporters of the proposal say it aims to close gaps in rider security and accountability as more consumers rely on digital platforms for transportation.
- Bill mandates live, 24-hour customer support for ride-hailing users
- Requires electronic alerts for unusual account activity or information changes
- Companies must file annual compliance plans with the Motor Vehicle Commission