In addition to standards or conditions specified in the franchise agreement, a franchisee shall comply with the following consumer standards under normal conditions of operation as well as any additional standards.
(a) Telephone line capacity. A franchisee shall provide sufficient toll-free telephone line capacity during normal business hours to ensure that a minimum of 90% of all calls received by the franchisee (measured on a quarterly basis) are answered within 30 seconds. Measurement of this standard shall include all calls received by the franchisee at all call centers receiving calls from subscribers, whether they are answered by live representatives, answered by an automated attendant, or abandoned. If a call is answered by an automated attendant, the standard established by this subsection shall be satisfied for a given call if the automated attendant system includes an option to speak to a service representative, that option is presented to the caller within the first 90 seconds from the time the call is answered by the automated attendant, and the caller is not required to wait more than 30 seconds to be connected to a service representative after exercising the option to speak to a service representative.
(b) Emergency telephone line capacity. A franchisee shall provide emergency local or toll-free line capacity on a 24-hour basis, including weekends and holidays.
(c) Maintenance and repair staff. A franchisee shall provide an emergency system maintenance and repair staff on a 24-hour basis that is capable of responding to and repairing major system malfunctions.
(d) Installation. A franchisee shall provide installation of cable service to a subscriber within seven days after receipt of a request, excluding time required to obtain necessary permits, in all areas where trunk and feeder cable has been activated for cable service; provided, however, that if installation requires that fiber be terminated on the subscriber's premises and such termination has not yet been installed, a franchisee shall have seven days to install such termination, and the seven-day period for installation of cable service shall commence only after such termination is installed.
(e) Advance scheduling for installation. A franchisee shall schedule appointments with subscribers for installation of service in advance within a specified four-hour time period.
(Bill No. 54-06)