Sec. 34-27. Local Operations.
34-27.1.Any local office of the Grantee must be conveniently located and must be open and staffed during normal business hours at least 52 hours per week for purposes of receiving payments, complaints, and inquiries; receiving and replacing returned equipment; taking orders, and modifying service and terminating service, connecting service and scheduling service calls and similar matters. The term “normal business hours” means those hours during which most similar businesses in the community are open to serve customers. In any event, “normal business hours” must include some evening hours at least one night per week and some weekend hours.
34-27.2. Telephone service.
34-27.2.1.A local, toll-free telephone number must be staffed by trained Grantee representatives to receive complaints and inquiries, to modify, terminate and connect service, to schedule service calls and to address other similar matters during normal business hours, no less than 59 hours per week including weeknights and weekend hours.
34-27.2.2.Toll-free telephone lines, either staffed or with answering capability, providing at least emergency referrals, must be operational 24 hours a day, seven days a week. Inquiries received after normal business hours must be responded to by a trained Grantee representative no later than the next business day.
34-27.2.3.Under normal operating conditions, ninety-seven percent (97%) of calls to the Grantee, as measured on an annual basis, will not encounter a busy signal or delay in reaching a customer service representative or any automated answering equipment. The term “normal operating conditions” means those service conditions which are within the control of the Grantee. Those conditions which are not within the control of the Grantee 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 the Grantee 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 cable system.
34-27.2.4.Under normal operating conditions, the telephone answer time by a customer service representative, including wait time and time required to transfer the call, shall not exceed thirty (30) seconds when the connection is made. These standards shall be met no less than ninety (90) percent of the time under normal operating conditions, measured on a quarterly basis.
34-27.2.5.If automated answering equipment is used, the equipment will limit the number of routine rings to four (4) or fewer. The rate of lost calls shall not exceed four and one-half percent (4.5%).