2007-09-26 CC Packet - Laserfiche WebLink

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