5.12.640 Customer service standards.
A. Subscriber Complaints. The grantee shall establish procedures for receiving, acting upon and resolving subscriber complaints and shall endeavor to resolve such complaints to the subscriber's satisfaction. The grantee shall furnish to subscribers, at the time of the initial subscription, a notice that such procedures are in effect. The grantee shall display in each subscriber bill a telephone number for subscriber calls. Any service complaints from subscribers shall be acted upon as soon as reasonably possible consistent with the nature of the complaint. Compete loss of cable service will be acted upon as soon as possible and in any event within twenty-four hours. Grantee shall have available repair and technical personnel capable of responding to cable system outages on a twenty-four hour per day basis, seven days per week, including holidays.
B. Efficient Service. The grantee shall render efficient service, make repairs promptly, and interrupt service only for good cause and for the shortest time possible. Maintenance and interruption of service shall occur, to the extent possible, during periods of minimum viewing hours.
C. Service Log. The grantee shall keep a maintenance service log which indicates the nature of each service complaint, the date it was received, and the disposition of said complaint and the date thereof. Photocopies of this log, together with a monthly outage report, shall be provided for inspection at the request of the city.
D. Service Call Notice. The grantee shall notify subscribers of the expected time of any service call. At the minimum, such notification shall indicate whether the visit will occur before or after noon. To the extent practicable, subscriber preference for the scheduling of service calls be honored.
E. Customer Service Representation. Within six months of the effective date of the ordinance codified in this chapter, the grantee shall employ sufficient customer service representatives and maintain a sufficient number of telephone lines so that:
1. Incoming callers shall encounter “busy” signals on an average of no more than one out of every three attempted calls placed to the grantee's telephone numbers over a twenty-four hour period as measured over a thirty-day period. Calls from the same household made within two minutes of each other (if such can be determined) shall be deemed a single call.
2. Incoming callers shall encounter “hold” time no more than two minutes, on average across all callers over a thirty-day period. In computing the average set forth in this subsection, the grantee shall have the option to exclude from any such thirty-day period either (a) any three days of grantee's selection or (b) the actual number of days in which a system failure occurred which affected service to more than one hundred subscribers.
3. These standards are to be met when grantee is providing regular service delivery during normal business hours. (Ord. 93-03 §17 (part), 1993)