§ 5.40.810. Customer service standards and procedures

A. Customer Service Criteria.

1. Dwelling units passed by cable and dwelling unit history shall be categorized and filed in computer-compatible form.

2. Technicians shall be assigned standby time in order to render service during nonoffice hours.

a. System or channel outages shall have an immediate response as provided herein by the on-duty technician. In cases of significant emergency, additional technical staff shall be notified and shall respond.

b. Technicians shall respond to all service problems in the system.

c. Customer service representatives shall be trained to analyze customer complaints to distinguish between those that are system-related and those that are subscriber equipment-related.

B. Information to Customers. The grantee shall, at the time service is initiated provide each new customer written information covering:

1. The time allowed to pay outstanding bills;

2. Grounds for termination of service;

3. The steps the grantee must take before terminating service;

4. How the customer can resolve billing disputes;

5. The steps necessary to have service reconnected after involuntary termination;

6. The fact that customer service personnel shall identify themselves by first names immediately;

7. The fact that customers shall have the right to speak with a supervisor, and if none is available, supervisor shall return customer call within one working day;

8. The appropriate regulatory authority with whom to register a complaint and how to contact such authority.

In addition, at least once each calendar year, grantee shall notify each customer that information is available upon request concerning subdivisions 1 through 8 of this subsection.

C. Billing.

1. Except as provided in Section 5.40.470, bills for service shall be rendered monthly, unless otherwise authorized by the customer and the grantee or unless service is rendered for a period less than one month. Bills shall be rendered as promptly as possible. All bills shall contain a telephone number and a mailing address for billing inquiries or disputes.

2. Billing envelopes shall be individually marked to indicate the date mailed. The metering strip shall include the date on which the bill was delivered to the U.S. post office. This postmark date shall constitute proof of the date of issuance.

3. Disputed Bills.

a. In the event of a dispute between the customer and the grantee regarding the bill, the grantee shall promptly make such investigation as is required by the particular case and report the results to the customer. In the event the dispute is not resolved to the satisfaction of both parties, the grantee shall inform the customer of the complaint procedures of the grantor. If the customer wishes to obtain the benefits of subdivisions b and c of this subsection, notification of the disputed bill must be given to the grantee within five days after due date.

b. The customer shall not be required to pay the disputed portion of the bill until the earlier of the following:

1. Resolution of the dispute;

2. Expiration of the fifty-five day period beginning on the date of issuance, provided that the procedures established in subparagraph a of this subdivision have been followed.

c. Pending resolution of the bill dispute, no termination notices shall be issued for the disputed portions of the bill, nor shall any other collection procedures be initiated for the amount. Any such activity may be interpreted as an attempt to avoid the provisions of these rules and shall constitute violation of the regulations.

D. Referral of Accounts to Collection Agencies.

1. Uncollected accounts may be referred to private collection agencies for appropriate action if the bill has not been paid by the earlier of (a) 15 days following date of involuntary termination or (b) the 45th day following the date of issuance of the original uncollected amount, provided no notification of billing dispute has been made, or if procedures for resolution of billing disputes have not been followed as required above.

2. If the account was voluntarily terminated, for any reason, the account may not be referred to a collection agency until at least 15 days following rendering of the final bill. If notification of a billing dispute is made, all collection procedures shall be delayed as required in subsection (C)(3)(a). Referral to collection agent shall then occur no sooner than the 45th day following issuance of the original uncollected amount.

(Ord. 91-689 § 10.10, 1991)