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HomeMy WebLinkAbout71.138 ORDINANCE NO. 71 - 138 ORDINANCE AMENDING SECTION 4-25.170 OF TITLE IV, CHAPTER 25 OF THE CODE OF THE CITY OF SARATOGA RELATING TO CABLE COMMIrNICATIONS The City Council of the City of Saratoga does ordain as follows: Section 1. Section 4-25.170 of Title IV, Chapter 25 of the Code of the City of Saratoga is hereby amended to read as follows: "SECTION 4-25.170 CUSTOMER SERVICE STANDARDS (a) Federal Communications Commission National Standards Grantee shall establish procedures for compliance with Federal Communications Commission customer service standards.effective July 1, 1993, as set forth in MMDocket No. 92-263 and shall transmit the proposed procedures to City in writing for review and approval within 30 days of the date of execution of any franchise agreement. Should any of those standards be amended, Grantee shall file an amended written proposal on procedures to implement the amended standards within 30 days of their effective date. (b) ~tate Standards In addition to the standards contained in Section 4-25.170(a) Grantee shall establish procedures for compliance with the standards set forth in Article 4.5, Chapter 1 of Divislon 2 of Title 5 of the Government Code, State of California, relating to cable television customer service standards to the extent they do not conflict with either Federal or local standards. Ally material breach of these standards by the Grantee shall result in fines being levied in accordance with Section b3088.2(e) of the Government Code. In administering these provisions of the Government Code, Section 53088.2(p) shall be followed. (b)~i~i~~ Local Standards In addition to the standards contained in Section 4-25.170(a) ~ii~!~i Grantee shall establish procedures for compliance with the following Local Standards. Where these standards are in conflict with the standards contained in Section 4-25.170(a), these standards shall apply. Grantee shall transmit its proposed procedures to comply with these standards to the City in writing for review and approval within 30 days of the date of execution of any franchise agreement. 1 (1) Office and repair services are to be open and available Monday through Friday from 7 a.m. to 7 p.m. and Saturday from 9 a.m. to5p.m. (2) Operator to provide services in such a manner as to provide reasonable accommodation as defined by the ADA. (3) Service call appointments not kept as scheduled shall result in a waiver of any service call fees, or charges, unless the Grantee contacts the customer at least 24 hours in advance to reschedule. (4) All requests for service downgrades or disconnects shall be processed and completed within 2 business days of request and charges to customers for the service discontinued or disconnected shall cease at that time. Customers shall surrender disconnected equipment to the Grantee within seven business days. (5) The Grantee shall maintain a publicly listed telephone with a toll-free number and sufficient lines, and be so operated that complaints and requests for repairs, billing or ~ad~justments shall be received on a twenty-four (24) hour basis, seven (7) days per week. Grantee shall prominently display in each monthly bill such telephone number for subscriber calls. Any service complaints from a subscriber shall be acted upon as soon as possible consistent with the basis of the.complaint. Loss of cable service will be acted upon as soon as possible but within twenty-four (24) hours. Grantee shall have available repair and service technical personnel capable of responding to system outages in cable service on a twenty-four (24) hour basis, seven (7) days per week, including holidays. (6) Grantee shall render efficient service, make repairs promptly, and interrupt service only for good cause and for the shortest time possible. Maintenance and interruption of service shall occur, to the extent possible, during periods of minimum viewing hours. (7) Grantee shall prepare and provide to the City on a monthly basis, within thirty (30) days following the end of each month, a monthly summary report on all complaints received by Grantee, the resolution of all trouble calls, service outages, subscription data analyses, disconnections, field services performed, telephone service call details, and any other information deemed relevant by the City. (8) Automatic standby power for all trunks and feeders shall be installed as provided in the grant of any new or extended franchise agreement if such facilities have not been previously installed." 2 (d) The City Council may establish by resolution the amount of late fee Grantee may assess its customers for delinquent payment of service invoices. Section 2. This Ordinance shall be in full force and effect thirty (30) days after its passage and adoption. The above and foregoing Ordinance was regularly introduced and after the waiting time required by law, was thereafter passed and adopted at a regular meeting of the City Council of Saratoga held on the l~th day of May , 1994, by the following vote. AYES: Councilmembers Anderson, Burger, Kohler, Monia and Mayor Tucker NOES: Non e ABSENT: None ~ ~ ~/____~ ~ ' ' MAYOR ATTEST: May 9, 1994 mnrsw\273\ord\4-25-1?O.amd The above and toregoing is a true and correct / which has copy of Ordinance 71- ;54' been published according to law. 3 c¢7' t Deputy City Clerk ' Da~ e '