Laserfiche WebLink
053 <br /> <br />6/16/94 <br /> <br />ORDINANCE NO. NS-2219 <br /> <br />AN ORDINANCE OF THE CITY OF SANTA ANA <br />ADDING ARTICLE III TO CHAPTER 15 OF THE <br />SANTA ANA MUNICIPAL CODE, REGARDING <br />CABLE TV SUBSCRIBER PROTECTION <br /> <br /> NOW, THEREFORE, THE CITY COUNCIL OF THE CITY OF SANTA ANA <br />DOES ORDAIN AS FOLLOWS: <br /> <br /> SECTION 1: That the Santa Ana Municipal Code is amended by <br />adding an article, to be numbered III, and to consist of sections <br />numbered 15-300 through 15-307, to Chapter 15 thereof, which said <br />article reads as follows: <br /> <br />ARTICLE III. CABLE TELEVISION SUBSCRIBER PROTECTION. <br /> <br />Sec. 15-300. Definitions. <br /> <br /> a. "Operator" means a business providing cable television <br />service in the city of Santa Ana. <br /> <br /> b. "Subscriber" means a residential subscriber of cable <br />television services in the City of Santa Ana. <br /> <br />15-301. Consumer service standards. <br /> <br /> Any operator shall maintain a local office which provides the <br />necessary facilities, equipment and personnel to comply with the <br />following consumer standards under normal conditions of operation: <br /> <br />(a) <br /> <br />The operator shall provide sufficient trained and <br />knowledgeable customer service representatives and toll- <br />free telephone line capacity at all times to assure that, <br />except during system outages impacting more than five <br />percent (5%) of the basic subscriber base within the <br />city, a minimum of ninety percent (90%) of all calls will <br />be answered within 30 seconds, ninety percent (90%) of <br />all callers for service will not be required to wait more <br />than thirty (30) seconds after the completion of the <br />automated message before being connected to a live <br />representative. If the call needs to be transferred, <br />transfer time shall not exceed thirty (30) seconds. <br />Caller will receive a telephone busy signal less than <br />three percent (3%) of the time on an annual average. <br /> <br />(b) <br /> <br />The operator shall maintain a business and service office <br />within the city open during normal business hours, <br />defined as those hours during which most similar busi- <br />nesses in the community are open to serve customers. <br /> <br /> <br />