IL SB3240

High-impact social media companies (those with at least $3 billion annual revenue and 300 million+ monthly active users) must provide free customer support services for reporting harmful, illegal, or terms-of-service-violating content.

Customer support must respond within 1 business day of initial contact and communicate resolution steps within 3 business days via the customer's preferred method (mail, phone, or email).

Ongoing communication with customers is required at least every 3 business days until the issue is resolved or determined unsolvable.

Violations are subject to $1,000 per day per violation fines, enforceable by the Attorney General, with collected fines deposited into a mental health awareness fund.

Exclusions apply to email/direct messaging services, news sites, sports, entertainment, video games, and e-commerce platforms where user interaction is incidental. Effective January 1, 2027.