(A) Telephone availability. 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. The cable operator will ensure that:
(1) Trained company representatives will be available to respond to customer telephone inquiries during normal business hours; and
(2) After normal business hours, the access line will be answered by a service or an automated response system, including an answering machine. Further, inquiries received after normal business hours must be responded to by a trained company representative on the next business day.
(B) Telephone answer time. 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.
(C) Busy signals. Under normal operating conditions, the customer will receive a busy signal less than 3% of the time.
(D) Customer service center. Customer service center and bill payment locations will be provided consistent with the cable franchise obligations and will be open at least during normal business hours and will be conveniently located.
(E) Compliance. The cable operator will provide detailed compliance reports on a quarterly basis with respect to the objectively measurable standards herein. These reports shall be of a form and substance acceptable to the city.
(2004 Code, § 117.36) (Ord. 98-225, passed 6-9-1998)