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1998_0810_packet
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1998_0810_packet
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3. Sales Procedures. Grantee shall not exercise deceptive sales procedures who <br /> marketing any of its services within City. In its initial conununication or contact <br /> with a non-Subscriber and in all general solicitation materials marketing the <br /> Grantee or its services as a whole, Grantee shall inform the non-Subscriber of all <br /> levels of service available, including the lowest priced and free service tiers. <br /> Grantee shall have the right to market door-to-door during reasonable hours <br /> consistent with local ordinances and regulation. <br /> 44 Subscriber Inauiry and Complaint Procedures. <br /> a. Grantee shall have a publicly listed toll-free telephone number which shat <br /> be operated so as to receive Subscriber complaints and requests on a <br /> twenty-four (24) hour-a-day, seven (7) days-a-week, 365 days a year basis. <br /> During norrnal business hours, trained representatives of Grantee shall be <br /> available to respond to Subscriber inquiries. <br /> b. Grantee skull maintain adequate numbers of telephone lines and personnel <br /> to respond in a timely manner to schedule service calls and answer <br /> Subscriber complaints or inquiries in a manner consistent with regulations <br /> adopted by the FCC and City where applicable and lawful. Under normal <br /> operating conditions, telephone answer time by a customer representative, <br /> including wait time, shall not exceed thirty (30) seconds when the <br /> connection is made. If the call needs to be transferred, transfer time shall <br /> not exceed thirty (30) seconds. 'these standards shall be met no less than <br /> ninety (90) percent of the time under normal operating conditions, <br /> measured on a quarterly basis. Under normal operating conditions, the <br /> customer will receive a busy signal less than three (3) percent of the time. <br /> Grantee shall respond to written complaints with copy to City or its <br /> designee within thirty (30) days. <br /> C. Subject to Grantee's obligations pursuant to law regarding privacy of <br /> certain information, Grantee shall prepare and maintain written records of <br /> all complaints received from City and the resolution of such complaints, <br /> including the date of such resolution. Such written records shall be on file <br /> at the office of Grantee. Grantee shall provide City with a written <br /> summary of such complaints and their resolution upon request of City. As <br /> to Subscriber complaints, Grantee shall comply with FCC record-keeping <br /> regulations, and make the results of such record-beeping available to City <br /> upon request. <br /> d. Subscriber requests for repairs shall be performed within thirty-six (36) <br /> hours of the request unless conditions beyond the control of Grantee <br /> prevent such performance. Grantee may schedule appointments for <br /> Installations and other service call either at a specific time oar, at a <br /> maximum, during a fout hour time block during normal business hours. <br /> 1 <br />
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