Sec. 12-48. - Franchise agreement provisions.

The requirements of this article shall be in addition to and without limitation on the consumer protection and customer service requirements set forth in the franchise agreement.

(Ord. No. 543, § 2, 8-22-95)

Sec. 12-49. - Customer service.

(a)

The grantee shall provide each new customer with all the following written information at the time any cable service is initiated for that customer:

(1)

The time allowed to pay outstanding bills;

(2)

Grounds for termination of service and steps the grantee must take before terminating service;

(3)

How the customer can resolve billing or service disputes;

(4)

The steps necessary to have service reconnected after involuntary termination;

(5)

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

(6)

How to contact the appropriate regulatory authority;

(7)

Any other information required by applicable law.

(b)

In addition, at least once each calendar year, the grantee shall notify each customer that information concerning each above item is available from the grantee upon request.

(c)

The grantee shall maintain at least one office in Kings County or at such other location approved in writing by the grantor. The office shall be open during all normal business hours (as defined in the FCC Regulations), but in no case less than 48 hours per week, including at least three hours per weekend. The grantee shall have a publicly listed non-toll-charge telephone number operated so as to receive and record customer complaints and requests on a 24 hour basis.

(d)

The grantee shall maintain sufficient maintenance personnel to respond to repairs relating to outages or other requests for installation or service within the time periods specified in the franchise agreement.

(e)

The grantee shall provide a telephone system and office personnel sufficient to handle customer calls within the requirements of the franchise agreement.

(Ord. No. 543, § 2, 8-22-95)

Sec. 12-50. - Billing procedures.

(a)

The grantee's billing procedures for residential customers shall meet the following minimum requirements:

(1)

Bills for cable service shall be rendered monthly, unless otherwise authorized by the customer and the grantee. The bill shall be mailed on or promptly after its date. All bills shall include a telephone number, street address and mailing address for billing inquiries or disputes.

(2)

In the event of a dispute between the customer and grantee regarding a bill, the grantee shall promptly, but in no event more than 30 days after becoming aware of the dispute, 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 customer, the grantee shall inform the customer of the complaint procedures set forth in the franchise agreement.

(3)

Bills shall be presented in a clear, concise, accurate and understandable fashion, consistent with federal law.

(4)

The grantee may establish an arrangement, for those customers that consent in writing, to pay their bills by electronic funds transfers.

(b)

The grantee may establish separate billing procedures for commercial accounts. Such billing procedures shall be set out in the written agreement between grantee and the commercial establishment.

(c)

The grantee shall comply with such other billing requirements as are mutually agreed to in the franchise agreement.

(Ord. No. 543, § 2, 8-22-95)

Sec. 12-51. - Complaint procedures.

(a)

The grantee shall receive and acknowledge any customer complaint made in person, by telephone or mail, or referred by the grantor, within the time period established in the franchise agreement.

(b)

The grantee shall make available to the complainant information regarding the complainant's ability to take the complaint to the grantor's representative if it is not resolved by grantee.

(c)

The grantor may determine, adjust, settle or compromise any complaint, controversy, dispute or charge arising from the franchise agreement or the cable system. The grantor may delegate this authority to the county administrative officer or his or her designee. If any person is dissatisfied with the decision of such official or officials, such person may appeal the decision of such official or officials to the board within ten days of such decision for a final determination, adjustment, settlement or compromise.

(Ord. No. 543, § 2, 8-22-95)

Sec. 12-52. - System audit.

(a)

The grantor may require that performance audits of the grantee and the grantee's cable system be conducted at intervals specified in the franchise agreement. The purpose of the audit shall be to verify the grantee's compliance with all requirements of this chapter and the franchise agreement.

(b)

Upon completion of the audit, the grantee shall meet with the grantor to review the results of the audit within 30 days of the grantor's request. Within 30 days after that meeting, the grantor may issue findings with respect to the adequacy of the performance of the grantee. If inadequacies are found, the grantor may direct the grantee, and the grantee shall be obligated, to correct them within specified time periods.

(c)

The participation by the grantor and the grantee in the audit and review process shall not waive any rights they may have under applicable law.

(Ord. No. 543, § 2, 8-22-95)