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D.C. Municipal Regulations (Last Updated: September 13, 2017) |
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Title 15. PUBLIC UTILITIES AND CABLE TELEVISION |
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Chapter 15-31. CUSTOMER SERVICE STANDARDS |
Section 15-3104. CUSTOMER SERVICE CENTERS
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3104.1A cable operator shall maintain at least one (1) customer service center within the District of Columbia, accessible to the public, that can fully accommodate bill payments, return or exchange of equipment, subscriber complaints, and in-person discussion with customer service representatives.
3104.2The customer service center(s) shall be open at least ten hours per day on weekdays, with evening hours on at least two days, and for at least six (6) hours on Saturdays, except on legal holidays recognized by the District or special occasions during which a customer service center(s) is closed for unusual circumstances pursuant to subsection 3104.3.
3104.3A cable operator may temporarily close its customer service center(s) due to unusual circumstances (for example, staff meetings) only with the approval of OCT. On such occasions, the cable operator shall provide OCT at least three (3) business days notice of the proposed closure. The cable operator shall also notify subscribers at least two (2) days in advance of the proposed closure. In the case of an emergency closing for which advance notice is impractical, a cable operator shall notify OCT immediately.
3104.4A cable operator shall provide notice to subscribers regarding hours or dates when its customer service center(s) will be closed for legal holidays recognized by the District or special occasions when its customer service center(s) is closed for unusual circumstances, pursuant to subsection 3104.3 during hours when its customer service center is ordinarily open. On these occasions, a cable operator shall provide notice via message on its telephone system and post a sign at the door of the customer service center(s).
3104.5A cable operator shall make available a trained supervisor or manager in all customer service centers to meet in person with subscribers or other persons requesting a meeting.
3104.6A cable operator shall post at its customer service center(s) hours of operation.
3104.7A cable operator shall place a payment drop box or payment slot directly outside of its customer service center(s) or provide other means for payment after business hours. A payment shall be processed, at a minimum, before close of business of the next business day.