A cable television operator authorized to provide cable television service in the city shall be subject to the following customer service standards.
(A) A 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.
(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.
(B) (1) 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.
(2) These standards shall be met no less than 90% of the time under normal operating conditions, measured on a quarterly basis.
(C) A cable operator will not be required to acquire equipment or perform surveys to measure compliance with the telephone answering standards above unless a historical record of complaints indicates a clear failure to comply.
(D) Under normal operating conditions, the customer will receive a busy signal less than 3% of the time.
(E) A cable operator’s office, or alternative acceptable to the city, will be open at least during normal business hours and will be conveniently located within the city.
(2002 Code, § 117.01) (Ord. 399, passed 11-10-1997) Penalty, see § 117.99
Under normal operating conditions, each of the following 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 125 feet from the existing distribution system.
(B) (1) Excluding conditions beyond the control of the operator, the cable operator will begin working on “service interruptions” promptly and in no event later than 24 hours after the interruption becomes known.
(2) The cable operator must begin actions to correct other service problems the next business day after notification of the service problem.
(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. The operator may schedule service calls and other installation activities outside of normal business hours for the express convenience of the customer.
(D) An 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 that is convenient for the customer.
(F) All customer service standards adopted by or endorsed by the National Cable Television Association, including the customer service guarantee program, where not otherwise in conflict with other provisions of this chapter, shall be applicable to cable operators within the city and may be enforced by the city.
(G) (1) A cable operator shall provide 48 hours prior notice to subscriber and the City Manager before interrupting service for pre-planned maintenance or construction.
(2) Pre-planned maintenance that will be less than two hours and will occur between the hours of 12:00 midnight and 6:00 a.m. shall not require notice to the subscribers.
(2002 Code, § 117.02) (Ord. 399, passed 11-10-1997) Penalty, see § 117.99
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