A cable operator is subject to the following customer service standards certified quarterly by the cable operator:
(a) The cable operator will maintain a local, toll-free or collect call telephone access line which will be available to subscribers twenty-four hours a day, seven days a week. Trained company representatives shall 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 a trained company representative on the next business day.
(c) Under normal operating conditions, telephone answer time by a company 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 (90%) of the time under normal operating conditions measured on a quarterly basis.
(d) Under normal operating conditions, the customers may receive a busy signal less than three percent (3%) of the time measured on a quarterly basis.
(e) Customer service center and bill payment locations will be open at least during normal business hours and will be conveniently located. A customer service center and bill payment location shall be located in Forest Park, Greenhills or Springfield Township.
(f) 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 seven business days after an order has been placed. Standard installations are those that are located not more than 125 feet from the existing distribution system.
(2) Excluding conditions beyond the control of the operator, a cable operator shall begin working on service interruptions promptly and in no event later than twenty-four hours after the interruption becomes known. The cable operator shall begin actions to correct other service problems the next business day after notification of the service problem.
(3) The appointment window for installations, service calls, and other installation activities will be either a specific time or, at maximum, a four-hour 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) A cable 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 and will not be able to keep the appointment as scheduled, the customer will be contacted, the appointment rescheduled, as necessary, at a time which is convenient for the customer.
(g) 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 of programming carried on the system; and
(6) Billing and complaint procedures, including the address and telephone number of the cable operator and of the Community Programming Board.
(h) Bills shall 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 shall clearly delineate all activity during the billing period, including operational charges, rebates and credits. In case of a billing dispute, a cable operator shall respond to a written complaint from a subscriber within thirty days.
(i) Bills shall include on the front portion of the bill to be retained by the subscriber:
(1) The name, address and telephone number of the company; and
(2) The subscriber assistance telephone number of the Community Programming Board specifically identified as “Village of Greenhills ---- 825-2429".
(j) Refund checks shall be issued promptly, but not later than:
(1) The customer’s next billing cycle following resolution of the request or thirty days, whichever is earlier; or
(2) The return of the equipment supplied by the cable operator if service is terminated.
(k) Credits will be issued no later than the customer’s next billing cycle following the determination that a credit is warranted.
(l) A cable operator shall provide forty-five day written notice of changes in rates, services and channel line-ups to:
(1) Subscribers;
(2) The Community Programming Board Chair; and
(3) The Clerk of Council;
In accordance with the form and substance required by rules of the Federal Communications Commission.
(Ord. 94-38C. Passed 10-4-94.)