(A) The cable operator will maintain a local, toll-free or collect call telephone access line which will be available to its subscribers 24 hours a day, seven days a week.
(1) Trained representatives will be available to respond to customer telephone inquiries during normal business hours.
(2) (a) After normal business hours, the access line may be answered by a service or an automated response system, including an answering machine.
(b) Inquiries received after normal business hours must be responded to by a trained representative on the next business day.
(B) (1) Under normal operating conditions, telephone answer time by a trained representative, including wait time, shall not exceed 30 seconds when the connection is made.
(2) If the call needs to be transferred, transfer time shall not exceed 30 seconds.
(3) These standards shall be met no less than 90% of the time under normal operating conditions, measured on a quarterly basis.
(C) The cable 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.
(D) Under normal operating conditions, the customer will receive a busy signal less than 3% of the time.
(E) Customer service center and bill payment locations will be open at least during normal business hours and will be conveniently located.
(Ord. passed 8-27-02)