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Haxtun, CO Code of Ordinances
HAXTUN, COLORADO CODE OF ORDINANCES
TITLE I: GENERAL PROVISIONS
TITLE III: ADMINISTRATION
TITLE V: PUBLIC WORKS
TITLE VII: TRAFFIC CODE
TITLE IX: GENERAL REGULATIONS
TITLE XI: BUSINESS REGULATIONS
TITLE XIII: GENERAL OFFENSES
TITLE XV: LAND USAGE
TABLE OF SPECIAL ORDINANCES
PARALLEL REFERENCES
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§ 113.25 BOOKS AND RECORDS.
   (A)   A cable operator shall keep complete and accurate books of accounts and records concerning the business and operations of the cable system.
   (B)   In addition:
      (1)   The town shall have the right, on seven days’ written notice, to review at the cable operator’s local office all records pertaining to a cable operator’s cable operations with respect to the town which are necessary to the enforcement of this chapter or an applicable franchise. Any review, unless mutually agreed upon or judicially ordered, should occur within the cable operator’s regular office hours. Payroll information of employees and corporate officers within the company may only be requested in the aggregate on a summary prepared by the cable operator. The town acknowledges the sensitivity of these records, and will request this information only on as needed basis, and will treat this information as confidential and proprietary to the fullest extent allowed by law;
      (2)   The town shall have the right to hire, at its own expense, an independent certified public accountant, or other business or financial expert, to review the books and records of a cable operator pertaining to revenue information;
      (3)   A false entry in the books and/or records of a cable operator of a material and substantial fact shall constitute a material violation of this chapter. Erroneous entries shall not constitute a material violation if made in good faith; and
      (4)   If after a review or audit of a cable operator’s records, it is discovered that the cable operator has underpaid the town by an amount that exceeds 3% of the total amount paid for any reporting quarter, then the town may require the cable operator to reimburse the town for the actual cost of the audit, in addition to the amount of underpayment.
(Prior Code, § 13.20.130) (Ord. 96-13.20, passed - -1996)
§ 113.26 CUSTOMER RESPONSE AND SERVICE STANDARDS.
   (A)   A cable operator shall 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.
   (B)   In addition:
      (1)   Trained company representatives will be available to respond to customer telephone inquiries during normal business hours;
      (2)   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;
      (3)   A cable operator shall comply with any applicable FCC standards concerning customer response, installations, outages and service calls; and
      (4)   In order to assist the town in assessing the resolution of customer service requests, inquiries and complaints, a cable operator shall be required to keep and maintain service logs as required by the FCC, subject to any limitations imposed by state or federal law (including any subscriber privacy limitations).
(Prior Code, § 13.20.140) (Ord. 96-13.20, passed - -1996)
§ 113.27 NOTIFICATIONS TO SUBSCRIBERS; SERVICE INSTALLATION.
   A cable operator shall provide written notification containing information as required by the FCC at the time of installation of service, at least annually to all subscribers, and at any time upon request.
(Prior Code, § 13.20.150) (Ord. 96-13.20, passed - -1996)
§ 113.28 BILLING PRACTICES.
   (A)   Bills will be clear, concise and understandable. Bills must be fully itemized, with itemizations including, but not limited to, basic, tiered 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.
   (C)   Refund checks will be issued promptly, but no later than either the customer’s next billing cycle following resolution of the request or 30 days, whichever is earlier.
   (D)   Credits for service will be issued no later than the customer’s next billing cycle following the determination that a credit is warranted.
(Prior Code, § 13.20.160) (Ord. 96-13.20, passed - -1996)
§ 113.29 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.
   (A)   Standard installations will be performed within seven business days after an order has been placed. “Standard” installations are those that are located up to 1,000 feet from the existing distribution system.
   (B)   Excluding conditions beyond its control, a cable operator will begin working on “service interruptions” promptly and in no event later than 24 hours after the interruption becomes known. A cable operator must begin actions to correct other service problems the next business day after notification of the service problem. Except in emergency situations, all service problems shall be handled or corrected within 48 hours from the time the cable operator first received notification (except for intermittent problems not present at the time of the service call).
   (C)   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. A cable operator may schedule service calls and other installation activities outside of normal business hours for the express convenience of a customer.
   (D)   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.
   (E)   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.
(Prior Code, § 13.20.170) (Ord. 96-13.20, passed - -1996)
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