Ordinance 2015-1686 - Laserfiche WebLink

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The ordinance codified in this chapter shall be known as the Louisville cable television customer service standards ordinance. Sec. 5.22.020 Purpose. A. The purpose of the customer service standards (the "Standards ") set forth in this chapter is to establish uniform requirements for the quality of service cable operators are expected to offer their customers in the metropolitan area. The Standards are subject to change from time to time. B. The Franchising Authority encourages the Cable Operator to exceed these Standards in their day -to -day operations and as such, understands that the Cable Operator may modify their operations in exceeding these Standards. C. The Standards incorporate the Customer Service Obligations published by the Federal Communications Commission (Section 76.309), April, 1993 and customer service standards of cable television service providers operating in the metro area. D. The Standards require the cable operator to post a security fund or letter of credit ensuring Customer Service. The security fund is to be used when the cable company fails to respond to a citizen complaint that the franchising authority determines is valid, and to provide a mechanism by which to impose remedies for noncompliance. It is the sincere hope and intention of the Franchising Authority that the security fund will never need to be drawn upon; however, the Franchising Authority believes that some enforcement measures are necessary. Sec. 5.22.030. Policy for customer service standards. A. The Cable Operator should resolve citizen complaints without delay and interference from the Franchising Authority. B. Where a given complaint is not addressed by the Cable Operator to the citizen's satisfaction, the Franchising Authority should intervene. In addition, where a pattern of unremedied complaints or noncompliance with the Standards is identified, the Franchising Authority should prescribe a cure and establish a reasonable deadline for implementation of the cure. If the noncompliance is not cured within established deadlines, monetary sanctions should be imposed to encourage compliance and deter future non - compliance. C. These Standards are intended to be of general application, and are expected to be met under normal operating conditions; however, the Cable Operator shall be relieved of any obligations hereunder if it is unable to perform due to a region -wide natural emergency or in the event of force majeure affecting a significant portion of the franchise area. The Cable Operator is free to exceed these Standards to the benefit of its Customers and such shall be considered performance for the purposes of these Standards. Ordinance No. 1686, Series 2015 Page 2 of 21