<div class="chunk-title">Sec. 50-56. - Consumer service standards and complaints.</div>
<div class="chunk-content">
            <p class="p0">
               In accordance with the FCC consumer service standards, the county will regulate as
               follows:
               
               <p class="incr1">
                  (1)
                  </p>
               		
               <p class="content2">
                  <span class="ital">Cable system office hours and telephone availability.</span>
                  </p>
               		
               <p class="incr2">
                  a.
                  </p>
               		
               <p class="content3">
                  The grantee will maintain a local, toll-free or collect call telephone access line
                  which will be available to its subscribers 24 hours a day, seven days a week.
                  </p>
               		
               <p class="incr3">
                  1.
                  </p>
               		
               <p class="content4">
                  Trained company representatives will be available to respond to customer telephone
                  inquiries during normal business hours.
                  </p>
               		
               <p class="incr3">
                  2.
                  </p>
               		
               <p class="content4">
                  After normal business hours, the access line may be answered by a service or an automated
                  response system, including an answering machine. Inquiries received after normal business
                  hours must be responded to by a trained company representative on the next business
                  day.
                  </p>
               		
               <p class="incr2">
                  b.
                  </p>
               		
               <p class="content3">
                  Under normal operating conditions, telephone answer time by a customer representative,
                  including wait time, shall not exceed 30 seconds when the connection is made. If the
                  call needs to be transferred, transfer time shall not exceed 30 seconds. These standards
                  shall be met no less than 90 percent of the time under normal operating conditions,
                  measured on a quarterly basis.
                  </p>
               		
               <p class="incr2">
                  c.
                  </p>
               		
               <p class="content3">
                  The grantee will not be required to acquire equipment or perform surveys to measure
                  compliance with the telephone answering standards of this subsection unless a historical
                  record of complaints indicates a clear failure to comply.
                  </p>
               		
               <p class="incr2">
                  d.
                  </p>
               		
               <p class="content3">
                  Under normal operating conditions, the customer will receive a busy signal less than
                  three percent of the time.
                  </p>
               		
               <p class="incr2">
                  e.
                  </p>
               		
               <p class="content3">
                  The customer service center and bill payment locations will be open at least during
                  normal business hours and will be conveniently located.
                  </p>
               		
               
               <p class="incr1">
                  (2)
                  </p>
               		
               <p class="content2">
                  <span class="ital">Installations, outages and service calls.</span> Under normal operating conditions, each of the following standards will be met no
                  less than 95 percent of the time measured on a quarterly basis:
                  </p>
               		
               <p class="incr2">
                  a.
                  </p>
               		
               <p class="content3">
                  Standard installations will be performed within seven business days after an order
                  has been placed. Standard installations are those that are located up to 125 feet
                  from the existing distribution system.
                  </p>
               		
               <p class="incr2">
                  b.
                  </p>
               		
               <p class="content3">
                  Excluding conditions beyond the control of the cable operator, the grantee will begin
                  working on a service interruption promptly and in no event later than 24 hours after
                  the interruption becomes known. The grantee must begin actions to correct other service
                  problems the next business day after notification of the service problem.
                  </p>
               		
               <p class="incr2">
                  c.
                  </p>
               		
               <p class="content3">
                  The grantee shall maintain records of all outages affecting ten or more subscribers.
                  Such records shall indicate the estimated number of subscribers affected, the date
                  and time of first notification of the outage, the date and time service was restored,
                  the cause of the outage and a description of the corrective action taken. Such records
                  shall be available to the county during normal business hours and retained in grantee's
                  files for not less than three years. Upon request, a statistical summary of such records
                  shall be prepared by the grantee and submitted to the county annually. A system outage
                  message recording on the telephone system shall be provided in such situations where
                  the outage is projected to last more than one hour.
                  </p>
               		
               <p class="incr2">
                  d.
                  </p>
               		
               <p class="content3">
                  At least 12 hours before any planned shutdown, when possible, the grantee shall give
                  notice of maintenance or major equipment change-outs which result in loss of service
                  to a neighborhood consisting of ten or more subscribers or larger area.
                  </p>
               		
               <p class="incr2">
                  e.
                  </p>
               		
               <p class="content3">
                  The appointment window alternatives for installations, service calls and other installation
                  activities will be either a specific time or, at a maximum, a four-hour time block
                  during normal business hours. The cable operator may schedule service calls and other
                  installation activities outside of normal business hours for the express convenience
                  of the customer.
                  </p>
               		
               <p class="incr2">
                  f.
                  </p>
               		
               <p class="content3">
                  The grantee may not cancel an appointment with a customer after the close of business
                  on the business day prior to the scheduled appointment.
                  </p>
               		
               <p class="incr2">
                  g.
                  </p>
               		
               <p class="content3">
                  If the grantee representative is running late for an appointment with a customer and
                  will not be able to keep the appointment as scheduled, the customer will be contacted.
                  The appointment will be rescheduled, as necessary, at a time which is convenient for
                  the customer.
                  </p>
               		
               
               <p class="incr1">
                  (3)
                  </p>
               		
               <p class="content2">
                  <span class="ital">Communications between grantees and cable subscribers.</span>
                  </p>
               		
               <p class="incr2">
                  a.
                  </p>
               		
               <p class="content3">
                  Notifications to subscribers.
                  </p>
               		
               <p class="incr3">
                  1.
                  </p>
               		
               <p class="content4">
                  The grantee shall provide written information on each of the following areas at the
                  time of installation of service, at least annually to all subscribers, and at any
                  time upon request:
                  </p>
               		
               <p class="incr4">
                  i.
                  </p>
               		
               <p class="content5">
                  Products and services offered;
                  </p>
               		
               <p class="incr4">
                  ii.
                  </p>
               		
               <p class="content5">
                  Prices and options for programming services and conditions of subscription to programming
                  and other services;
                  </p>
               		
               <p class="incr4">
                  iii.
                  </p>
               		
               <p class="content5">
                  Installation and service maintenance policies;
                  </p>
               		
               <p class="incr4">
                  iv.
                  </p>
               		
               <p class="content5">
                  Instructions on how to use the cable service;
                  </p>
               		
               <p class="incr4">
                  v.
                  </p>
               		
               <p class="content5">
                  Channel positions of programming carried on the system; and
                  </p>
               		
               <p class="incr4">
                  vi.
                  </p>
               		
               <p class="content5">
                  Billing and complaint procedures, including the address and telephone number of the
                  county's cable administrator.
                  </p>
               		
               <p class="incr3">
                  2.
                  </p>
               		
               <p class="content4">
                  Customers will be notified of any changes in rates, programming services or channel
                  positions as soon as possible through announcements on the cable system and in writing.
                  Notice must be given to subscribers in a minimum of 30 days in advance of such changes
                  if the change is within the control of the grantee. In addition, the grantee shall
                  notify subscribers 30 days in advance of any significant changes in the other information
                  required by subsection (3)a.1. of this section.
                  </p>
               		
               <p class="incr2">
                  b.
                  </p>
               		
               <p class="content3">
                  Billing.
                  </p>
               		
               <p class="incr3">
                  1.
                  </p>
               		
               <p class="content4">
                  Bills will be clear, concise and understandable. Bills must be fully itemized, with
                  itemizations including but not limited to basic and premium service charges and equipment
                  charges. Bills will also clearly delineate all activity during the billing period,
                  including optional charges, rebates and credits.
                  </p>
               		
               <p class="incr3">
                  2.
                  </p>
               		
               <p class="content4">
                  In case of a billing dispute, the cable operator must respond to a written complaint
                  from a subscriber within 30 days.
                  </p>
               		
               
               <p class="incr1">
                  (4)
                  </p>
               		
               <p class="content2">
                  <span class="ital">Rebates.</span> Upon request by a customer, the grantee shall provide a rebate for outage time of
                  12 consecutive hours or more during any billing cycle. The grantee shall provide written
                  notice of this rebate policy on all rate and promotional material provided to the
                  subscriber or potential subscriber. Rebates will be issued promptly, but not later
                  than either:
                  </p>
               		
               <p class="incr2">
                  a.
                  </p>
               		
               <p class="content3">
                  The customer's next billing cycle following resolution of the request or 30 days,
                  whichever is earlier; or
                  </p>
               		
               <p class="incr2">
                  b.
                  </p>
               		
               <p class="content3">
                  The return of the equipment supplied by the grantee if service is terminated.
                  </p>
               		
               
               <p class="incr1">
                  (5)
                  </p>
               		
               <p class="content2">
                  <span class="ital">Enforcement of the regulations.</span> Subscribers may direct unresolved consumer service complaints to the Cable Administrator,
                  County Attorney's Office, 320 Chestnut Street, Wilmington, N.C. 28401. The cable administrator
                  shall have the authority to impose all remedial measures prescribed by the FCC.
                  </p>
               		
               
               <p class="incr1">
                  (6)
                  </p>
               		
               <p class="content2">
                  <span class="ital">Federal Communications Commission remedial measures.</span> Nothing in this section shall prohibit cable subscribers from filing complaints directly
                  with the FCC. The FCC may enforce appropriate remedial measures pertaining to rates
                  and consumer service standards.
                  </p>
               		
               
            <p class="historynote0">
               (Code 1978, Â§ 6-122)
               </p></div>