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2007-09-26 CC Packet
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2007-09-26 CC Packet
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<br />DRAFT <br /> <br />5.3 Reeulation of Service Rates. <br /> <br />5.3.1 The City and/or its delegatee may regulate rates li)r the provIsion of Cable <br />Service, equipment or any other communications service provided over the <br />System to the extent allowed under federal or State law(s). The City reserves the <br />right to regulate rates tor any future services to the extent permitted by law. <br /> <br />5.3.2 The Granlee shall provide at least one hilling cycle prior vHillen notice (or such <br />longer period as may be specitied in fCC regulations) to Subscribers and to the <br />City of any changes in rates, regardless of whether or not the Grantee believes the <br />atTeeted rates are sllbject to regulation, except to the extent such notice <br />requirement is specifically waived hy governing law. Bills must be clear. concise <br />and understandable. with itemization of all charges. <br /> <br />5.4. Sales Procedures. <br /> <br />'rhe Grantee shall not exercise deceptive sales procedures when marketing Services <br />within the City. In its initial communication or contact with a Subscribcr or a non- <br />Subscriber, and in all gcneral solicitation matcrials marketing the Grantec or its Serviccs <br />as a whole, the Grantee shall inform the non-Subscriber of all levels of Service available, <br />including the lowest priced and tree service tiers. The Grantee shall have the right to <br />market door.to-door during reasonable hours consistent with local ordinances and <br />regulations. <br /> <br />5.5 Subscriber Inauirv and Complaint Procedures. <br /> <br />5.5.1 The Grantec shall have a publicly listed toll-Iree telephone number which shall be <br />operated so as to receive general public and Subscriber complaints, questions and <br />requests on a twenty-foLlr (24) hour-a-day, seven (7) days-a-week, 365 days-a- <br />year basis. Trained representatives of the Grantee shall be available to respond by <br />telephone to Subscriber and service inquiries. <br /> <br />5.5.2 The Grantee shall maintain adequate numbers of telephone lines and personnel to <br />rcspond in a timely manner to schedule service calls and answer Subscriber <br />complaints or inquiries in a manner consistent with regulations adopted by the <br />FCC and the City where applicable and lawful. Under Normal Operating <br />Conditions, telephone answer time by a customer representative, including wait <br />time, shall not exceed thirty (30) seconds when the connection is made. If the call <br />needs to be transferred, transfer time shall not exceed thirty (30) seconds. These <br />standards shall be met no less than ninety (90) percent of the time under Nomlal <br />Operating Conditions, measured on a quarterly basis. Under Normal Operating <br />Conditions, the customer will receive a busy sigoal less than three (3) percent of <br />the time. <br /> <br />29 <br /> <br />~I <br />
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