Nothing in this chapter shall be construed to prevent or prohibit: (i) the City and the grantee from agreeing to exceed the customer service standards set forth herein; (ii) the establishment or enforcement of any State or municipal law or regulation concerning customer service or consumer protection that imposes customer service or consumer protection requirements that exceed the standards set forth herein, or address matters not addressed herein. The grantee shall maintain a local office to provide the necessary facilities, equipment, and personnel to comply with the following consumer standards under normal conditions of operation:
1. Subscribers’ Antennas. The grantee shall not require the removal of or offer to remove or provide any inducements for removal of any potential or existing subscriber’s antenna as a condition of provision of service.
2. Disconnections. There shall be no charge for disconnection of any installation or outlet. If any subscriber fails to pay a fee or charge, the grantee may disconnect the subscriber’s service. Such disconnection shall not be effected until the subscriber has been given 15 days’ advance written notice of the intention to disconnect. After disconnection, upon payment of any required delinquent fee or reconnection charge, the grantee shall promptly reinstate the subscriber’s service.
3. Reconnections. Grantee shall restore service to customers upon requesting service, provided customer shall first satisfy any previous obligations owed.
4. Downgrades. Subscribers shall have the right to have cable service disconnected or downgraded in accordance with FCC rules. The billing for such service will be effective immediately and such disconnection or downgrade shall be made as soon as practicable. A refund of unused service charges shall be credited to the customer’s account or paid to the customer within 45 days from the date of termination of service.
5. Channel Card. The grantee shall prepare and make available at no charge to the subscribers, an accurate and up-to-date channel and radio frequency card listing the cable frequencies and channels of any FM radio, and television signals, and services available over the cable system. The channel card shall be distributed to every subscriber, at least once each year, and within 30 days after a change or addition in channels or frequency uses or services offered.
6. Service Repair Standards. The grantee shall render efficient service, make repairs promptly, and interrupt service only for good cause and for the shortest time possible. Scheduled service interruptions, shall be preceded by notice, and shall occur during periods of minimum use of the system. A written log or an equivalent stored in computer memory and capable of access and reproduction, shall be maintained for all service interruptions and requests for cable service as required by this chapter.
7. Regional Customer Service Center. Grantee shall maintain a regional customer service center with a toll free telephone number for the purpose of receiving inquiries, requests, and complaints concerning all aspects of the establishment, construction, maintenance, and operation of the system. The regional customer service center shall be open during normal business hours.
8. Installation Staff. An installation staff shall install service to any subscriber located up to 250 feet from the existing distribution system within seven days after receipt of a request. This standard shall be met no less than 95 percent of the time, measured on a quarterly basis.
9. Notification of Service Interruption to City Administrator. The grantee shall promptly notify the City Administrator, in writing, or if appropriate, by oral communication, of any significant interruption in the operation of the system. For the purposes of this section, a “significant interruption in the operation of the system” means any interruption of sound or picture on one or more channels of a duration of at least 18 hours to at least five percent of the subscribers.
10. Customer Satisfaction Surveys. The Telecommunications Commission may periodically develop and distribute customer satisfaction and service surveys. The grantee shall cooperate and assist with the publication and mailing of such surveys. Each questionnaire shall be prepared and conducted in good faith so as to provide reasonably reliable measures of subscriber satisfaction with: (i) audio and signal quality; (ii) responses to subscriber complaints; (iii) billing practices; (iv) programming services; and (v) installation practices.
11. FCC Rules. The grantee shall conform with FCC Rules.