AG 1998 02 16 - Laserfiche WebLink

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E. Consumer Standards. Franchisee shall meet the FCC's Standards for Customer Service and the NCTA Consumer Standards. If Franchisee does not meet the telephone busy standards in two (2) consecutive quarters the Franchisee shall take corrective actions to ensure that such standards are met during the next quarter. Franchisee shall upon request provide to the County annual management data, including data from any service centers used by the Franchisee related to compliance with the FCC's Standards for Customer Service. At such time as Franchisee does not meet the FCC or NCTA standards, and/or the Franchise and Ordinance requirements for repair for one quarter, Franchisee shall take corrective action to ensure that such standards are met during the next quarter. At such time as the FCC no longer promulgates Consumer Service Standards, the FCC standards in effect on the effective date of this Franchise will be in force provided all other cable franchisees are held to the same standard. F. Downgrades. Subscribers shall have the right to have cable service disconnected without charge or downgraded in accordance with FCC rules. The billing for such service will be effective immediately and such physical disconnection or downgrade shall be made as soon as practicable. A refund of unused service charges shall be paid to the customer within forty-five (45) days from the date of termination of service. G. Customer Infm'mation. Franchisee shall provide written customer policies or a handbook to all new subscribers and, thereafter, upon request. Franchisee's written customer policies or handbook shall, at a minimum, comply with all notice requirements in the Ordinance and those promulgated by the FCC. If franchisee's operating rules are changed subscribers shall be notified in a timely manner. Rate and consumer complaint information will be distributed annually to subscribers. H. Itemized Billing. Franchisee shall provide consumers with itemized bills which delineate Franchisee's rates for programming tiers, pay per view, and pay per channel. I. Outages. Franchisee, upon subscriber request, shall credit the subscriber's account for verifiable outages of two (2) hours or more for the levels of service affected by such outages. J. Subscriber Contracts. All contracts between Franchisee and their subscribers shall be in compliance with the Cable Ordinance and this Franchise Agreement. K. Negative Option Billing. Franchisee shall comply with Federal law regarding negative option billing. XV. EQUAL EMPLOYMENT OPPORTUNITY AND AFFIRMATIVE ACTION 12