A licensee shall render efficient telephone communication service to subscribers and, at a minimum, meet all of the standards set forth below.
(A) The licensee shall have a publicly listed, local or toll-free telephone number and receive complaints, requests for repairs, service calls, billing inquiries, and other subscriber information 24 hours, seven days a week.
(B) Trained licensee representatives shall be available to respond to subscriber telephone inquires during normal business hours.
(C) After normal business hours, the access line may be answered by a service or an automated response system; provided, however, that such service or automated system shall notify licensee personnel immediately in the case of an interruption of service. Inquires received after normal business hours must be responded to by a licensee representative on the next business day.
(D) Under normal operating conditions, the mean average telephone answer time by a subscriber representative receiving calls on the licensee’s billing and repair line shall not exceed 60 seconds after the connection is made. If the call needs to be transferred, the mean average transfer time shall not exceed 30 seconds under normal operating conditions. These standards shall be met no less than 90% of the time under normal operating conditions, measured on a quarterly basis. A caller on hold shall be informed at least every 60 seconds of the status of the call.
(E) Under normal operating conditions, the subscribers shall not receive a busy signal more than 5% of the time.
(F) The licensee will not be required to acquire equipment or perform surveys to measure compliance with the telephone answering standards above unless a historical record of compliance indicates a clear failure to comply.
(Ord. 2003-07, passed 9-25-2003)