Ordinance 2015-1686 - Laserfiche WebLink

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calendar quarter. Complaints shall be broken out by the nature of the complaint and the type of Cable service subject to the complaint. 5. TV Reception a. A Cable Operator shall provide clear television reception that meets or exceeds technical standards established by the United States Federal Communications Commission (the "FCC "). A Cable Operator shall render efficient service, make repairs promptly, and interrupt service only for good cause and for the shortest time possible. Scheduled interruptions shall be preceded by notice and shall occur during periods of minimum use of the system, preferably between midnight and six a.m. (6:00 a.m.). b. If a customer experiences poor video or audio reception attributable to a Cable Operator's equipment, the Cable Operator shall: i. Assess the problem within one (1) day of notification; ii. Communicate with the customer regarding the nature of the problem and the expected time for repair; iii. Complete the repair within two (2) days of assessing the problem unless circumstances exist that reasonably require additional time. c. If an appointment is necessary to address any video or audio reception problem, the customer may choose a block of time described in subsection 5.22.050. At the customer's request, the Cable Operator shall repair the problem at a later time convenient to the customer, during Normal Business Hours or at such other time as may be agreed to by the customer and Cable Operator. A Cable Operator shall maintain periodic communications with a customer during the time period in which problem ascertainment and repair are ongoing, so that the customer is advised of the status of the Cable Operator's efforts to address the problem. 6. Problem Resolution A Cable Operator's customer service representatives shall have the authority to provide credit for interrupted service, to waive fees, to schedule service appointments and to change billing cycles, where appropriate. Any difficulties that cannot be resolved by the customer service representative shall be referred to the appropriate supervisor who shall contact the customer within four (4) hours and resolve the problem within forty eight (48) hours or within such other time frame as is acceptable to the customer and the Cable Operator. 7. Billing, Credits, and Refunds a. In addition to other options for payment of a customer's service bill, a Cable Operator shall make available a telephone payment option where a customer without account irregularities can enter payment information through an automated system, without the necessity of speaking to a CSR. Ordinance No. 1686, Series 2015 Page 9 of 21