Sec. 16-333k. Office operating requirements. Office hours. Complaint or dispute procedures.
Sec. 16-333k. Office operating requirements. Office hours. Complaint or dispute procedures. Each community antenna television system shall: (1) Operate a business office in the franchise area or in an immediately adjacent franchise area if approved
by the department that shall be open during normal business hours, (2) operate sufficient
telephone lines, including a toll-free number or any other free calling option, as approved
by the department, staffed by a company customer service representative during normal
business hours for any community antenna television system, having less than thirty
thousand customers, and from 9 a.m. until 11 p.m. Monday through Friday, and from
9 a.m. until 1 p.m. Saturday for any community antenna television system, having more
than thirty thousand customers, to receive subscriber inquiries, complaints, repair requests, requests for billing adjustments and other service-related requests, (3) connect
each such call to a company customer service representative within two minutes during
normal business hours, unless there is an emergency in which case the customer should
receive a recorded message describing the problem and offering assistance, (4) provide
for an answering service to receive such inquiries, complaints, and requests during such
times when the company is not required to staff a toll-free number or any other free
calling option, as approved by the department, (5) have sufficient personnel on duty as
required by subdivision (2) of this section to receive subscriber inquiries, complaints,
repair requests, requests for billing adjustments and other service-related requests and
to respond to all such inquiries, complaints and requests not later than the close of the
next business day after receipt thereof, except as provided by section 16-333i, (6) keep
adequate records of all complaints and their final disposition, which shall be in such
form as the department prescribes, and (7) follow the written procedures for resolving
subscriber complaints and billing disputes, in accordance with subsection (d) of section
16-333l and such additional requirements as the department shall prescribe, and provide
a copy of such procedures to each subscriber at the time of the initial subscription and
at least annually thereafter.
(P.A. 88-202, S. 3.)