(A) A franchisee shall maintain an office which provides the necessary facilities, equipment and personnel to comply with the following customer service standards under normal conditions of operation:
(1) Sufficient customer service representatives and toll-free telephone line capacity during normal business hours to assure that a minimum of 90% of all calls will be answered within 30 seconds and 90% of all calls for service will not be required to wait more than 30 seconds after such call has been answered before being connected to a service representative. All incoming customer service lines shall not be simultaneously busy more than 3% of the total time the cable office is open on any business day;
(2) Emergency toll-free telephone line capacity on a 24-hour basis, including weekends and holidays;
(3) A franchisee shall maintain a presence within the franchise area with adequate hours to meet public demand. The Cablecasting Board may require a franchisee to alter or extend these hours if there is significant evidence through subscriber complaints that the posted hours are not adequate. For purposes of this provision only, “franchise area” may include neighboring municipalities acting jointly under an intergovernmental agreement to which the village is a party;
(4) An emergency system maintenance and repair staff capable of responding to and repairing malfunctions on a 24-hour basis;
(5) An installation staff, normally capable of installing service to any subscriber within seven days after receipt of a request, in all areas where trunk and feeder cables have been activated.
(B) A franchisee shall furnish each subscriber at the time service is installed or reinstalled and at least annually thereafter written instructions and information regarding the franchisee's general policies and practices applicable to subscribers including, without limitation, information regarding products and services, prices and options, installation and service maintenance policies, instructions for using the system, billing and complaint procedures and such additional matters as may be required by law or as may reasonably be required by the village or the Cablecasting Board. Such instructions and information shall include the franchisee's business address, applicable phone number and the name of the appropriate official or department of the franchisee to whose attention the subscriber should direct a request for service, request for billing adjustment or complaint. Such instructions or information shall also include the name, business address and telephone number of the Cablecasting Board's administrator and the name, business address and telephone number of the Village Clerk or other designated village employee to whom the subscriber can call or write for information regarding the terms, conditions and provisions governing a franchisee's franchise if a franchisee fails to respond within a reasonable period of time to the subscriber's complaint or request for installation, service or billing adjustment.
(1) A franchisee shall furnish revised written instructions to each subscriber whenever the instructions previously provided have been changed and at least annually.
(2) The written instructions and information provided for in this section shall be subject to the review and approval of the Cablecasting Board which shall not withhold its approval unreasonably. The Board shall have the power to compel changes in such materials if the board deems the same to be incorrect or inadequate in any material respect, and a franchisee shall promptly institute any changes so required by the Board.
(Ord. passed - -)