Section 15-3112. SUBSCRIBER COMPLAINTS

 

3112.1A cable operator shall work diligently to resolve subscriber complaints and shall cooperate with OCT's customer service efforts.

 

3112.2A cable operator shall establish clear, written procedures for addressing complaints, whether the complaints are made orally, in person, by telephone, by electronic means, or in writing.

 

3112.3A cable operator shall make the complaint resolution procedures available at no charge to subscribers upon request. A cable operator shall post the complaint resolution procedures at its customer service centers and on its website.

 

3112.4A cable operator shall file a copy of its complaint resolution procedures with OCT.

 

3112.5The cable operator's customer service representatives shall have the authority to take appropriate measures to resolve subscriber complaints including, but not limited to, providing credits for system outages, service interruptions or other customer service violations; waiving fees; scheduling service appointments; and changing billing cycles.

 

3112.6Upon subscriber request, a cable operator shall refer customer inquiries or complaints to an appropriate supervisor who shall either address the subscriber's concerns during such call or shall at least contact the subscriber within twenty-four (24) hours after the referral.

 

3112.7A cable operator shall promptly notify a person from whom the cable operator receives a complaint, of its proposed resolution of the complaint. The cable operator shall resolve a complaint whether received orally, in person, by telephone, by electronic means, or in writing, as soon as practicable and in no event later than ten (10) business days after the cable operator receives it, except as provided by subsections 3107.20 or 3116.2.

 

3112.8If the subscriber states dissatisfaction with the cable operator's proposed resolution, the cable operator shall notify the subscriber of the subscriber's right to file a complaint with OCT and shall provide OCT's contact information.

 

3112.9A cable operator shall assist OCT in its investigation of a subscriber's complaint by providing any documents, materials, statements of fact, or other types of information reasonably requested by OCT consistent with applicable law or the applicable franchise agreement.

 

3112.10If a subscriber contacts OCT directly to submit a complaint concerning a cable operator, OCT shall forward the complaint to the cable operator. Once notified, a cable operator shall promptly contact the subscriber regarding the complaint. A cable operator shall update OCT, upon request, regarding the status of complaints made directly to OCT.

 

source

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