The cable operator shall be subject to the following customer service standards:
(a) Cable System Office Hours and Telephone Availability.
(1) The cable operator shall maintain a local, toll-free telephone access line which will be available to its subscribers twenty-four hours a day, seven days a week.
(2) Under normal operating conditions, telephone answer time by a customer representative, including wait time, shall not exceed thirty seconds when the connection is made. If the call needs to be transferred, transfer time shall not exceed thirty seconds. These standards shall be met no less than ninety percent of that time under normal operating conditions, measured on a quarterly basis.
(3) The operator will not be required to acquire equipment or perform surveys to measure compliance with the telephone answering standards above, unless an historical record of complaints indicates a clear failure to comply.
(4) Under normal operating conditions, the customer will receive a busy signal less than three percent (3%) of the time.
(5) Customer service center and bill payment locations will be open at least during normal business hours and will be conveniently located.
(b) Installations, Outages and Service Calls Under Normal Operating Conditions. Each of the following five standards will be met no less than ninety-five percent (95%) of the time measured on a quarterly basis.
(1) Standard installations will be performed within seven business days after an order has been placed. "Standard" installations are those that are located up to 125 feet from the existing distribution system.
(2) Excluding conditions beyond the control of the operator, the cable operator will begin working on "service interruptions" promptly, and in no event, later than twenty-four hours after the interruption becomes known. The cable operator must begin actions to correct other service problems the next business day after notification of the service problem.
(3) The "appointment window" alternatives for installations, service calls and other installation activities will be either a specific time or, at maximum, a four-hour time block during normal business hours. (The operator may schedule service calls and other installations activities outside of normal business hours for the express convenience of the customer.)
(4) An operator may not cancel an appointment with a customer after the close of business on the business day prior to the scheduled appointment.
(5) If a cable operator representative is running late for an appointment with a customer and will not be able to keep the appointment as scheduled, the customer will be contacted. The appointment will be rescheduled, as necessary, at a time which is convenient for the customer.
(c) Communications Between Cable Operators and Cable Subscribers.
(1) Notifications to subscribers.
A. The cable operator shall provide written information on each of the following areas at the time of installation of service, at least annually to all subscribers and at any time, upon request:
1. Products and services offered;
2. Prices and options for programming services and conditions of subscription to programming and other services;
3. Installation and service maintenance policies;
4. Instructions on how to use the cable service;
5. Channel positions or programming carried on the system; and
6. Billing and complaint procedures, including the address and telephone number of the local franchise authority's cable office.
B. Customers will be notified of any changes in rates, programming services or channel positions as soon as possible through announcements on the cable system and in writing. Notice must be given to subscribers a minimum of thirty days in advance of such changes, if the change is within the control of the cable operator.
(2) Billing.
A. Bills will be clear, concise, and understandable. Bills shall be fully itemized with itemizations including, but not limited to, . basic and premium service charges and equipment charges. Bills will also clearly delineate all activity during the billing period, including optional charges, rebates and credits.
B. In case of a billing dispute, the cable operator must respond to a written complaint from a subscriber within thirty days.
(3) Refunds. Refund checks will be issued promptly, but no later than either:
A. The customer's next billing cycle following resolution of the request or thirty days, whichever is earlier; or
B. The return of the equipment supplied by the cable operator if service is terminated.
(4) Credits. Credits for service will be issued no later than the customer's next billing cycle following the determination that a credit is warranted.
(d) Definitions.
(1) "Normal business hours" means these hours during which most similar businesses in the community are open to serve customers.
(2) "Normal operating conditions" means those service conditions which are within the control of the cable operator. Those conditions which are not within the control of the cable operator include, but are not limited to, natural disasters, civil disturbances, power outages, telephone network outages, and severe or unusual weather conditions. Those conditions which are ordinarily within the control of the cable operator include, but are not limited to, special promotions, pay-per-view events, rate increases, regular peak or seasonal demand periods, and maintenance or upgrade of the cable system.
(3) "Service interruption" means the loss of picture or sound on one or more cable channels.
(Ord. 37-94. Passed 5-23-94.)