(A) Definitions:
"NORMAL BUSINESS HOURS." Those hours during which most similar businesses in the community are open to serve customers. This will include some evening hours (at least one night per week) and/or some weekend hours.
"NORMAL OPERATING CONDITIONS." Conditions that are within the control of the operator. Those conditions which are not within the control of the operator include, but are not limited to, natural disasters, civil disturbances, power outages, telephone network outages, and severe weather. Those conditions which are ordinarily within the control of the 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 system.
"SERVICE INTERRUPTION." A service outage which is not caused by the failure or malfunction of a subscriber's television receiver or by the error of the subscriber. This term affects the timing of when the operator must respond to a service problem.
(B) Customer service standards. Office hours and telephone availability:
(1) The 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.
(a) Trained company representatives will be available to respond to customer telephone inquiries during normal business hours.
(b) After normal business hours, the access line may be answered by a service or an automated response system, including an answering machine. Inquiries received after normal business hours must be responded to by trained company representatives on the next business day.
(2) Under normal operating conditions, telephone answer time by a customer representative, including wait time, shall not exceed 30 seconds when the connection is made. If the call needs to be transferred, transfer time shall not exceed 30 seconds. These standards shall be met no less than 90% of the time under normal operating conditions, measured on a quarterly basis. The operator shall not be required to acquire equipment or perform surveys to measure compliance with telephone answering standards unless an historical record of complaint indicates a clear failure to comply.
(3) Under normal operating conditions, the customer will receive a busy signal less than 3% of the time.
(4) Customer service center and bill payment locations will be open at least during normal business hours and will be conveniently located.
(5) The operator will locate an office to serve as a center for payment and equipment exchanges within the territorial confines of Florence. The office location will be selected by the operator so as to allow convenient access by subscribers and will be open during normal business hours.
(C) Installations, outages, and service calls. Under normal operating conditions, each of the following four standards will be met no less than 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 in accordance with the line extension policy set forth in § 120.31. Standard installations are those that are located up to 150 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 four hours after the interruption becomes known.
(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 installation activities outside of normal business hours for the express convenience of the customer.)
(4) The 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.
(D) Communications between cable operator 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 the 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 of 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 service 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 30 days in advance of such changes if the change is within the control of the cable operator. In addition, the cable operator shall notify subscribers 30 days in advance of any significant changes in the other information required by the preceding paragraph.
(2) Billing:
(a) Bills will be clear, concise, and understandable. Bills must 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 30 days.
(3) Refunds. Refund checks will be issued promptly, but no later than either:
(a) In the customer's next billing cycle following resolution of the request or 30 days, whichever is earlier; or
(b) Within 30 days after return of equipment supplied by the cable operator.
(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.
(Ord. O-19-08, passed 11-11-08)