Sec. 5-27. Customer service standards.
A. Each licensee will at all times satisfy Federal customer service standards, the customer services standards in this chapter and in its license agreement. In the event of a conflict among standards, the strictest standard will prevail. The City Council may waive the customer services standards in this chapter if specified in the written license.
B. The licensee will maintain a publicly listed, toll-free telephone access line available to its subscribers 24 hours a day, seven days a week, and operated to receive subscriber complaints, requests for repairs, service calls or billing adjustment.
C. A written log will be maintained listing all subscriber complaints. A complaint is any complaint by a subscriber to the City that they did not receive the service the subscriber requested consistent with the license. The log must include the name and telephone number, if given, of the subscriber making the complaint and the disposition of the complaint. The record must be maintained for three years. In addition, the licensee will report specific complaint categories that the licensee tracks as a reasonable measure of customer service response standards as required by the license.
D. The licensee will provide efficient service, make repairs promptly, and interrupt service only for good cause and for the shortest time possible. Interruptions, if practicable, must be preceded by notice and occur during periods of minimum use of the cable system. The licensee must maintain a written log of all major service interruptions and keep the record for three years.
E. The licensee will maintain a repair force of technicians capable of responding to subscriber complaints or requests for service. Unless FCC rules provide otherwise, the subscriber may not be charged for this service except where the licensee’s equipment has been damaged by the subscriber or as provided in the license for fees and charges.
F. The licensee will ensure that all subscribers, programmers, and members of the general public have recourse to a satisfactory hearing of any complaints. The licensee will provide each subscriber with a description of the process for submitting a complaint and that specifies:
1. The telephone number and the address of the licensee that the subscriber can utilize to make a complaint.
2. That a dissatisfied subscriber should exhaust its remedy with the licensee before submitting a complaint to the City.
3. The address and title of the official in the City designated to review complaints.
G. Upon request by the City the licensee will submit a detailed description of any complaint whether written or verbal and the action taken by the licensee. Additional customer service standards determined necessary to respond to general customer service needs may be adopted by the City Council. (Ord. No. G-6034, 2015)