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Grantee shall provide its employees, contractors and subcontractors with identification for all individuals who may make personal contact with residents of the city. Grantee shall provide a list of current employees, contractors and subcontractors to the city upon request.
(Ord. 4315, passed 11-12-96)
Grantee shall provide written information on each of the following areas at the time of installation of service, and at least annually, to all subscribers and at any time upon request by any resident of the city:
(A) Products and services offered;
(B) Prices and options for programming services and conditions of subscription to programming and other services;
(C) Installation and service maintenance policies;
(D) Instructions on how to use the cable service;
(E) Cable channel positions and identification;
(F) Customer service telephone number and office hours;
(G) Billing and complaint procedures, including how to resolve subscriber billing disputes;
(H) Credit procedures;
(I) Employee identifications;
(J) Service call response time scheduling;
(K) Time allowed to pay outstanding bills;
(L) Grounds for termination of service;
(M) Steps grantee must take before disconnecting or terminating service, and the steps necessary to have service reconnected after involuntary termination;
(N) The subscriber's right to speak with a supervisor and, if none is then available, that a supervisor shall return the subscriber's call within one working day;
(O) The appropriate regulatory authority with whom to register a complaint, including any rate complaint, and how to contact such authority.
(P) Instructions on the channel compatibility problems that occur when using a set-top channel converter to view scrambled or encrypted programming, including that subscribers may not be able to use special features and functions of their TV receivers and videocassette recorders.
(Q) Instructions regarding the availability of remote control equipment from other sources, such as retail outlets, and a list of the models of remote control units currently available from retailers that arc compatible with grantee's converters.
(Ord. 4315, passed 11-12-96)
(A) Grantee shall demonstrate compliance with all of the standards contained in (or referenced by) § 4.04.602 by providing quarterly customer service reports to the city. The reports shall provide the following information:
(1) Volume of phone calls received by the customer service department.
(2) Percentage of time trunk lines were busy, and the abandonment rate.
(3) Average time to complete out-of-service calls, and all other service calls.
(4) Average time to complete new installations.
(5) Detailed customer complaint and outage reports.
(B) Grantee shall maintain a written log or an equivalent stored in computer memory and capable of access and reproduction, for three years indicating the time and date of all service interruptions, requests for cable service or repairs, and responses to request for cable service or repairs.
(Ord. 4315, passed 11-12-96)
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