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Mediacom 2008 Annual ReportMediacom 2008 Annual Report ORDINANCE Title IUSection 6/Consumer Protection (4) Telephone & Office Availability (A) Office is maintained at 3033 Asbury Rd., Dubuque, IA. Office is open Monday thru Fri. 9-6. Sat. 8-12 p.m. (B) Toll Free Number is maintained 800-747-8021 24/7. (C) Under normal operating conditions the following standards shall be met by a Grantee ninety (90) percent of the time, measured quarterly. (i) Telephone answering time shall not exceed thirty seconds, and the time to transfer the call to a customer service representative (including hold time) shall not exceed an additional thirty (30) seconds. See attached. (ii) A customer will receive a busy signal less than three (3) • percent of the time. See attached. (iii) When the business office is closed, an answering machine or service capable of receiving and recording service complaints and inquiries shall be employed. Inquiries received after hours must be responded to by a trained representative of Grantee on the next business day. To the extent possible, the after-hours answering service shall comply with the same telephone answer time standard set for in this Section. All of the Dubuque calls are answered by a trained representative 24/7. • Compliance Statement for Quarters 1, 2, 3, 4 of 2008: MCC Iowa LLC has reviewed the customer service reporting information relative to the customer service requirements in the franchise and determined that the standard was met for answering calls within 30 seconds 90% of the time. Q 1 - 23 seconds Q2 - 21 seconds Q3 - 14 seconds Q4 - 8 seconds MCC Iowa LLC data indicates that calls received twenty-four (24) hours per day, seven (7) days per week were answered within thirty (30) seconds ninety (90°Io) of the time. For the same period customers received a busy signal 2°Io of the time which was well within the required 3°Io. To the best of its knowledge MCC Iowa LLC verifies that all other customer service requirements of the franchise have been met or exceeded for the period. Kathleen McMullen Area Manager • • ORDINANCE Title IUSection/Consumer Protection (5) Scheduling and Completing Service (A) Installation, Outages and Service Calls. Under Normal Operating Conditions, each of the following standards shall be met by all Grantees at least 95% of the time, as measured on a quarterly basis: (i) Repairs and Maintenance for service interruptions and other repairs not requiring work within a subscriber's premises must be completed within twenty-four (24) hours after the subscriber reports the problem to the Grantee or its representative of the Grantee. Work on alt other requests for service must be begin by the next business day after notification of the problem. All such work must be completed within three (3) days from the date of the initial request, except installation request. In any case where, for reasons beyond a Grantee's control, the work could not be completed in the specified time periods even with the exercise of all due diligence, the Grantee shall complete the wok in the shortest time possible; the failure of a Grantee to hire sufficient staff or to properly train its staff shall not justify a Grantee's failure to comply with this • provision. Except as federal law requires, no charge shall be made to the subscriber for this service, except for the cost of repairs to the Grantee's equipment or facilities where it can be documented that the equipment or facility was damaged by a subscriber. System outages affecting more than 500 subscribers shall be acted upon within four hours after the Grantee becomes aware of the outage including Saturdays, Sundays, and legal holidays. The system in Dubuque complies with the above standard 95% of the time. (ii) The appointment windows for installations, service calls, and other Installation activities will be either a specific time or at maximum, a 4-hour time block during normal business hours. The system in Dubuque complies with the 4-hour time block for installations, service calls, and other installation activities. (iii) A Grantee may not cancel an appointment with a subscriber after the close of business on the business day preceding the appointment. If a Grantee's representative is running late for an • Appointment with a subscriber and will not be able to keep the • appointment as scheduled, the subscriber will be contacted, and the appointment rescheduled, as necessary, at a time which is convenient for the subscriber. The Dubuque office is in compliance with this standard. (B) Each Grantee shall perform service calls, installations, and disconnects at least during normal business hours. In addition maintenance service capability enabling the prompt location and correction of major system malfunctions shall be available on a twenty-four (24) hour basis. The Dubuque system is in compliance with the service calls, installations, and disconnects being done during normal business hours. Service capability is 24J7. (C) Emergency maintenance. Grantee shall keep emergency system maintenance and repair staff, capable of responding to and repairing system malfunctions or interruptions, on a twenty-four _ (24) hour basis. • The Dubuque system is in compUance with emergency maintenance 2411. (D) Other Inquiries. Under Normal Operating Conditions, billing inquiries and requests for service, repair, and maintenance not involving service interruptions must be acknowledged by a trained customer service representative within twenty-four (24) hours, or prior to the end of the next business day, which ever is esrUer. A Grantee shall respond to all other inquiries within five (~ business days of the inquiry or complaint. The Dubuque system has 2417 customer service that responds to all calls and inquiries. (E) Repair of Facilities. Except as federal law requires, no charge shall be made to the subscriber for repairs or maintenance of Grantee-owned equipment or facilities, except for the cost of Repairs to the Grantee's equipment or facilities where it can be shown that the equipment or facility was damaged by a subscriber. The Dubuque system is in compliance with this requirement. • (F) Missed Appointments. If a subscriber experiences a missed '• appointment due to the fault of a Grantee, the Grantee shall pay the subscriber twenty (20) dollars for each missed appointment, or such other amount as the City and the Grantee may agree, in addition to any other penalties or liquidated damages. The Dubuque system is in compliance with giving customers a X20.00 credit for missed appointments. (G) Mobility-Limited Subscribers. With regard to mobility-limited subscribers, upon subscriber request, each Grantee shall arrange for pickup and/or replacement of converters or other Grantee equipment at the subscriber's address or by a satisfactory equivalent (such as the provision of apostage-prepaid mailer). The Dubuque system is io compliance with picking up equipment at subscribers request or sending a prepaid mailer it they prefer to mail it to us. ., • ORDINANCE TITLE IUSection 6/Consumer Protection (6) Interruptions of Service Interruption of Service. A grantee may intentionally interrupt service on the cable system only for good cause and for the shortest time possible and, except in emergency situations or to the extent necessary to fix the affected subscriber's service problems, only after a minimum of forty-eight (48) hours' prior notice to subscribers and the City of the anticipated service interruption; provided, however, that planned maintenance that does not require more than two (2) hours' interruption of service and that occurs between the hours of 12:00 midnight and 6:00 a.m. shall not require such notice to subscribers, but shall require notice to the City no less than twenty-four hours prior to the anticipated service interruption. The Dubuque system does planned maintenance between the hours of 12:00 midnight and 6:00 a.m. • U • ORDINANCE Title IUSection 6/Consumer Protection (7) Notice to Subscribers (A) When a subscriber is connected or reconnected to a cable system and at least once annually afterwards, and at any time upon request, the Grantee shall provide each subscriber with written information concerning the following. Copies of all such materials provided to subscribers shall also be provided to the City. Such information shall also be made available on a generally accessible Internet site. (i) a description of products and services offered, including a schedule of rates and charges, a list of channel positions, and description of programming services, options, and conditions.