Section 15-3106. TELEPHONE STANDARDS

 

3106.1A cable operator shall have toll-free and local telephone access numbers that shall be answered twenty-four (24) hours per day, seven (7) days per week for receiving all customer service and billing inquiries.

 

3106.2A cable operator shall make available trained customer service representatives to respond to telephone inquiries during, at a minimum, sixteen (16) hours per day, seven (7) days per week.

 

3106.3A cable operator shall provide TDD/TTY service with trained customer service representatives, who shall be available during regular business hours and shall be able to provide services for a hearing-impaired customer at no charge.

 

3106.4If a cable operator uses an automated answering or message system during normal business hours, the system shall provide a clearly-indicated opportunity to speak with a customer service representative. The automated system may not disconnect a caller without allowing the caller an opportunity to make another menu selection or to speak with a customer service representative.

 

3106.5If a cable operator uses an automated answering or message system outside of normal business hours, as specified in subsection 3106.2, the system shall be able to adequately administer calls regarding service outages as follows:

 

(a)Permit a subscriber to report outages and to leave name and account number for an outage credit;

 

(b)Contact the person authorized by a cable operator to initiate corrective measures; and

 

(c)With respect to outages known to the cable operator, provide up-to-date information on the status of the outage, the efforts to correct the problem, and the estimated time when service will be restored.

 

3106.6In the case of billing questions, complaints, or all other matters, the answering service or automated device shall record the calls. A cable operator shall return recorded calls by the close of the business of the next business day after the answering service or automated device takes the message.

 

3106.7A cable operator shall meet the following standards with respect to telephone calls, measured over a one (1) month period:

 

(a)Each telephone call shall be answered within thirty (30) seconds ninety percent (90%) of the time;

 

(b)Callers shall not be kept on hold for longer than thirty (30) seconds, even during peak periods, ninety percent (90%) percent of the time;

 

(c)Callers shall receive a busy signal not more than three percent (3%) of the time; and

 

(d)Incoming phone calls shall not be abandoned more than five percent (5%) of the time.

 

3106.8OCT shall measure a cable operator's compliance with subsection 3106.7 on a monthly basis.

 

3106.9A cable operator shall install an overflow device to permit a subscriber that is on hold for more than three (3) minutes to leave a message containing information such as the subscriber's name, address, account number, time of the call, telephone number, and a brief description of the reason for the call. A cable operator shall return the call as soon as possible and no later than the next business day after the message is recorded.

 

3106.10A cable operator shall keep records as are necessary to show compliance with subsection 3106.7 of these regulations.

 

3106.11A cable operator shall notify OCT as promptly as possible whenever there is an interruption of telephone service that affects the cable operator's ability to timely accept and address subscribers' calls pursuant to subsection 3106.7.

 

source

Final Rulemaking published at 49 DCR 6797 (July 19, 2002).