HomeMy WebLinkAboutOrd 4022 02/07/19892/8/88-CAF
ORDINANCE NO. 4022
AN ORDINANCE AMENDING ARTICLE VI OF CHAPTER 6
OF THE VILLAGE CODE OF MOUNT PROSPECT
BE IT ORDAINED BY THE VILLAGE PRESIDENT AND BOARD OF TRUSTEES OF
THE VILLAGE OF MOUNT PROSPECT, COOK COUNTY, ILLINOIS:
SECTION ONE: That Section 6.607 of Article VI entitled
"Operational Requirements and Records" of Chapter 6 of the Village
Code of Mount Prospect, as amended, is hereby further amended by
adding thereto paragraph G; so that hereinafter said Section
6.607.G shall be and read as follows:
"G. Grantee shall meet the following standards:
1. Phone Service:
a)
Ail calls must be answered within four (4) rings by
an operator or by a mechanical device;
b)
Hold time ,for all calls may be no more than two
minutes (120 seconds) except in those situations
where an Act of God or failure of a third party to
provide power or service to the cable operator shall
cause a backlog on the phone system.
c)
The abandonment rate for calls shall be no more than
ten percent (10%) of the calls reported as incoming.
2. Repair Service Response:
a) Ail requests for installation shall be completed
within ten(10) working days of the time service is
required in serviceable areas unless scheduled at a date
convenient to the customer in excess of the ten working
days established.
b) Ail customer service calls regarding repairs and/or
service problems that are not outage related shall
receive a return phone call within twenty-four (24) hours
following receipt of the complaint and the repairs
completed within forth-eight (48) hours, unless
documented that the necessary repairs and/or service will
take longer, however at no time should the repairs and/or
service take longer than one week to complete.
c) When practicable, a designation of AM or PM shall
be given to the resident for the time designation on the
service call. An "open" designation shall be given only
in situations when AM or PM is impracticable due to a
filled AM or PM schedule, or at the customers request.
d) If a resident misses a service call, a new date for
the repair must be given within ten (10) business days
which include MOnday through Saturday, 8 a.m. to 5 p.m..
If a technician misses a service call, a new date for
repair shall be made at the resident's convenience and
in accord with the operator's business hours.
e) Outage calls affecting three (3) customers in the
same geographic area, off the same line or feeder,
reported before 9:00 p.m. every day, including weekends
and holidays, shall be corrected the same day except in
cases of severe damage caused by an Act of God. The
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determination of three (3) customers shall be the
responsibility of the cable operator.
f) Outage calls affecting three (3) customers in the
same geographic area, off the same line or feeder,
received after 9:00 p.m. may be postponed until the
following morning, and corrected within twenty-four (24)
hours. In the event of extensive system failure,
corrective action shall begin immediately. This standard
is for reports received before 9:00 p.m.
g) The Company will initiate prompt corrective action
if any is needed to satisfy unresolved complaints. If
a customer is not satisfied with the solution of a
complaint, that customer shall automatically be referred
to a management person. Local management shall work with
the person to resolve the problem within 48 hours. In
the event that local management does not satisfy the
customer's complaint, the complaint shall be referred to
the District Manager.
h) Customer service operators and service technicians,
including contracted help, shall identify themselves by
name. When performing work at a customer's home, a
company identification badge shall be displayed on the
outer clothing of the technician or contractor.
i) Customers shall receive a copy of the service report
and a phone number to call to resolved any additional
problems at the time the service is completed.
Billing:
a) Subscribers shall receive a monthly statement with
a date for payment due.
b) Ail statements shall clearly denote a postmark or
initiated date of bill.
c) A phone number for bill adjustment shall be printed
on the statement.
d) The statement shall clearly state the dates of
service for which the subscriber is being billed.
e) Upon request of the resident, an adjustment of 1/30
of the monthly bill shall be credited for loss of service
of twenty-four (24) hours commencing with the report of
the loss of service to the cable operator. This
adjustment shall be made no later than one billing cycle
after the notification occurs. The subscriber must
request the adjustment within the next billing cycle
after the loss of service occurs. Credit for the loss
of "B" cable shall be twenty-five percent (25%) of the
daily basic cable charge.
f) Credit for loss of the service on additional
converters shall be not less than 1/30 of the monthly
charge per day for the additional converters or outlets.
h) Billing complaints shall be resolved within one (1)
business cycle.
i) Late payment charges and the time of institution
shall be clearly stated.
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e
Se
Notification Procedures:
a) The company shall, at the time service is initiated,
provide the customer with written information covering:
l)
2)
3)
4)
5)
6)
7)
8)
9)
10)
ll)
the time allowed to pay outstanding bills
grounds for termination
steps taken before termination
how customers may resolved billing disputes
steps necessary to restore service
the fact that customer service representatives
and service technicians shall identify
themselves
the fact that customers have the right to speak
to a supervisor
the time frame for resolving reception and
billing problems
the appropriate regulatory authority with whom
to register a complaint and a listed phone
number
the address and title of a State or Regional
officer to whom complaints may be forwarded in
the event a subscriber is dissatisfied.
charges for late payment or returned checks
Agreements/Promotions:
A. A copy of all local, national, and co-op promotions
must be filed with the municipality ten (10) days before
implementation. All promotions must clearly state the
cost of the service to the subscriber, restrictions of
the promotion, and date the promotion terminates.
Notification to the Municipality:
A. The operator shall notify the municipality and
regulatory authority of the resolution of all complaints
received by the municipality or regulatory authority
within ten (10) working days.
B. The operator shall notify the municipality and
regulatory authority of all outages, location of the
outage, and the homes affected on a monthly basis.
C. The operator shall make a good faith effort to
notify the municipality and regulatory authority of
outages within the municipality on the day of occurrence.
D. The operator shall notify the municipality and
regulatory authority through a monthly report, a daily
breakdown for normal business hours, including Saturday,
of phone statistics on all phone lines for customer
service and repair.
Customer Service Survey.
The cable operator shall be required to conduct a survey
of its current subscribers to determine the degree to
which the operator is meeting the needs of the community
as a part of their performance evaluation sessions.
Results will be provided to the municipality and
regulatory authority.
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8. Penalties.
For failure by the Grantee to comply with the Customer
Service Standards within thirty (30) days following
notice from the municipality, the penalty shall be two
hundred dollars ($200.00) per day or part thereof, such
failure occurs or continues.
9. Separability.
Any provisions contained within this Ordinance or the
Franchise Agreement inconsistent with this Section shall
be deemed to be preempted and superceded. "
SECTION TWO: That this Ordinance shall be
effect from and after its passage, approval
pamphlet form in the manner provided by law.
in full force and
and publication in
AYES:
Arthur, Farley, Murauskis, Van Geem
NAYS:
Watttenberg
PASS: Floros
ABSENT:
PASSED and APPROVED this 7th day of February, 1989
ATTEST:
Carol A. Fields
Village Clerk