(A) The “appointment window” alternatives for installations and service calls that require subscribers’ presence, will be either a specific time or, at maximum, a four-hour scheduled time block during normal business hours. The schedule time block may be longer if the subscriber consents. (The franchisee may schedule service calls and other installation activities outside of normal business hours for the express convenience of the subscriber.) This provision does not apply to disconnects, service upgrades or downgrades that do not require access to the subscriber’s premises or to special request orders.
(B) Under normal operating conditions, if the franchisee does not arrive for installations or service calls by appointment within the scheduled four-hour time frame agreed to by the subscriber, the subscriber may request and is entitled to receive a free standard installation. If the franchisee fails to provide such free standard installation, and the request was made by the subscriber within 30 days of the missed appointment, the franchise authority may direct the franchisee to issue the credit. Failure to comply with the franchise authority’s directive will subject the franchisee to appropriate enforcement actions.
(C) Under normal operating conditions, the franchisee may not cancel an appointment with a subscriber after the close of business on the business day prior to the scheduled appointment without the subscriber’s consent.
(D) If the franchisee’s representative is running late for an appointment with a subscriber and will not be able to keep the appointment as scheduled, the franchisee will make an effort to contact the subscriber directly, If, however, the subscriber is unavailable at the time the contact attempt is made, the franchisee will attempt a second contact at least one more time during the previously agreed upon appointment window. The appointment will be rescheduled, as necessary, at a time which is convenient to the subscriber. Contacting the subscriber will not necessarily negate the requirement for a free standard installation.
(Res. 98-86, passed 11-16-1998)