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<br />Sec. 5.22.010. Short title. <br />The ordinance codified in this chapter shall be known as the Louisville <br />cable television customer service standards ordinance. <br />Sec. 5.22.020. Purpose. <br />A. The purpose of the customer service standards (the "Standards") <br />set forth in this chapter is to establish uniform requirements for the quality of <br />service cable operators are expected to offer their customers in the City of <br />Louisville. The Standards are subject to change from time to time. <br />B. The Franchising Authority encourages the Cable Operator to <br />exceed these standards in their day-to-day operations and as such, understands that <br />the Cable Operator may modify their operations in exceeding these standards. <br />C. The Standards incorporate the Customer Service Obligations <br />published by the Federal Communications Commission (Section 76.309), April, <br />1993 and customer service standards of cable television service providers <br />operating in the Denver metro area. <br />D. The Standards require the cable operator to post a security fund or <br />letter of credit ensuring Customer Service. The security fund is to be used when <br />the Cable Operator fails to respond to a citizen complaint that the Franchising <br />Authority determines is valid, and to provide a mechanism by which to impose <br />remedies for noncompliance. It is the sincere hope and intention of the <br />Franchising Authority that the security fund will never need to be drawn upon; <br />however, the Franchising Authority believes that some enforcement measures are <br />necessary. <br />Sec. 5.22.030. Policy for customer service standards. <br />A. The Cable Operator should resolve citizen complaints without <br />delay and interference from the Franchising Authority. <br />B. Where a given complaint is not addressed by the Cable Operator to <br />the citizen's satisfaction, the Franchising Authority should intervene. In addition, <br />where a pattern ofunremedied complaints or noncompliance with the Standards is <br />identified, the Franchising Authority should prescribe a cure and establish a <br />reasonable deadline for implementation of the cure. If the noncompliance is not <br />cured within established deadlines, monetary sanctions should be imposed to <br />encourage compliance and deter future non-compliance. <br />C. These Standards are intended to be of general application, and are <br />expected to be met under normal operating conditions; however, the Cable <br />Operator shall be relieved of any obligations hereunder if it is unable to perform <br /> 2 <br />