(a) Customer service requirements. Each provider shall comply with the following customer service requirements, or if such regulations are amended by the FCC, then with such amended requirements.
(1) Provider office hours and telephone availability.
A. Each provider 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 provider 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 provider representative on the next business day.
B. 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. The operator will not be required to acquire equipment or perform surveys to measure compliance with the telephone answering standards above unless an 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. Customer service center and bill payment locations will be open at least during normal business hours and will be conveniently located.
(2) 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 125 feet from the existing distribution system.
B. Excluding conditions beyond the control of the provider, each provider will begin working on service interruptions promptly and in no event later than 24 hours after the interruption becomes known. Each provider 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 provider may schedule service calls and other installation activities outside of normal business hours for the express convenience of the customer.
D. A provider 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 provider 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.
(3) Communications between providers and customers.
A. Refunds. Refund checks will be issued promptly, but no later than either:
1. The customer’s next billing cycle following resolution of the request or 30 days, whichever is earlier; or
2. The return of the equipment supplied by the provider if service is terminated.
B. Credits. Credits for service will be issued no later than the customer’s next billing cycle following the determination that a credit is warranted.
(4) Definitions.
A. NORMAL BUSINESS HOURS. Those hours during which most similar businesses in the community are open to serve customers. In all cases, NORMAL BUSINESS HOURS must include some evening hours at least one night per week and/or some weekend hours.
B. NORMAL OPERATING CONDITIONS. Those service conditions which are within the control of the cable operator. Those conditions which are not within the control of the cable operator include, but are not limited to, natural disasters, civil disturbances, power outages, telephone network outages and severe or unusual weather conditions. Those conditions which are ordinarily within the control of a provider include, but are not limited to, special promotions, pay-per-view events, rate increases, regular peak or seasonal demand periods, and maintenance or upgrade of the facilities.
C. SERVICE INTERRUPTION. The loss of picture or sound on one or more provider.
(b) Parental control option. Each provider shall provide, free of charge, or for a charge approved by the city or the FCC, parental control devices to all subscribers who wish to be able to delete any objectionable programming from the service entering the subscriber’s home.
(c) Resolution of complaint by the cable television liaison who shall be the Mayor’s designee. The cable television liaison shall review complaints submitted to him or her in writing by subscribers regarding alleged violations of the customer service standards set forth in this section. The city may also initiate complaints hereunder. The city’s liaison shall endeavor to informally resolve all such complaints by contacting a designated liaison with the provider. Said provider liaison shall work with the city’s liaison and the provider to informally resolve any complaint not rectified through the provider’s normal customer service process. In the event any complaint is unable to be informally resolved, a hearing shall be held by the Information Technology Department on the complaint with at least ten days’ written notice to the provider and the complainant. After the hearing, the Information Technology Department shall make findings and conclusions and issue a recommendation to Council, who may assess a penalty pursuant to § 808.17. All formal decisions of the Information Technology Department regarding customer service complaints shall be subject to review by Council, which may act to affirm, overrule or modify the decision of the Information Technology Department or any aspect of the decision within 30 days of announcement of the decision. In the event Council takes no action within such 30-day period, the decision of the Information Technology Department shall be deemed final.
(Ord. 2007-106, passed 5-21-2007)