(a) Subject to extenuating circumstances and holidays, the issuing agency, directly or through a third-party vendor, shall maintain a customer service telephone line that shall be operated by a live person for at least 35 hours per week between the hours of 8 a.m. to 5 p.m. and an additional 5 hours per week between the hours of 6 a.m. to 8 a.m., from 5 p.m. to 7 p.m., or on a Saturday. The customer service telephone line shall be available to address questions related to acquiring a transponder or other electronic toll payment device, paying toll notices, disputing tolls and penalties, setting up payment plans, and registering the license plate of a vehicle to a transponder or other electronic toll payment device account. (b) The customer service telephone line shall provide language interpreter services and assistance for deaf or hard-of-hearing individuals. (c) This section shall become operative on July 1, 2024.
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