(A) Any person may file complaints regarding quality of service, equipment malfunction, billing disputes, or other matters pertaining to the cable system by contacting the franchisee during normal business hours.
(B) Calls about service problems during normal business hours will be handled by the franchisee’s Customer Service Representative (CSR). When possible, problems will be resolved over the phone. Subscribers may be charged for service calls. The franchisee will maintain and staff repair service capable of responding within 24 hours. Calls made outside normal business hours may be answered by a pre-recorded message giving the subscriber the option to speak to an operator. The operator will attempt to resolve the problem over the phone. If unable to correct the problem, the operator will have the call returned during normal business hours.
(C) The franchisee shall at all times comply with the obligations of the FCC’s customer service at 47 CFR § 76.309, and nothing in this section shall be construed to relieve franchisee from any obligations contained therein or the enforcement of the FCC’s customer service standards by the city.
(D) The franchisee shall, upon request of the city and at times mutually agreed upon by the parties, but no more frequent than once every three years, conduct a survey of subscribers. Each questionnaire shall be prepared and conducted in good faith so as to provide a reasonably reliable measure of customer satisfaction with:
(1) Audio and signal quality;
(2) Response to customer complaints;
(3) Billing practices;
(4) Programming; and
(5) Installation practices.
(E) At the request of the city, a company representative will attend a City Council meeting annually to report on the status of the cable system.
(Ord. 186, passed 4-17-00)