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<br />(JWF 4/6/05) <br /> <br />ORDINANCE NO. NS-2682 <br /> <br />AN ORDINANCE OF THE CITY OF SANTA ANA <br />REPEALING AND AMENDING IN ITS ENTIRETY <br />SECTION 15-258 OF ARTICLE II OF CHAPTER 15 <br />OF THE SANTA ANA MUNICIPAL CODE RELATING <br />TO CONSUMER PROTECTION AND SERVICE <br />STANDARDS, AND REPEALING ARTICLE III OF <br />CHAPTER 15. <br /> <br />THE CITY COUNCIL OF THE CITY OF SANTA ANA DOES ORDAIN AS <br />FOLLOWS: <br /> <br />Section 1. Section 15-258 of Article II of Chapter 15 of the Santa Ana <br />Municipal Code is repealed and amended in its entirety to read as follows: <br /> <br />"Sec. 15-258 Consumer Protection and Service Standards <br /> <br />(a) Operational Standards <br /> <br />(1) Grantee must maintain the necessary facilities, equipment, <br />and personnel to comply with the following consumer <br />protection and service standards under "normal operating <br />conditions" as that term is defined below in subsection (4): <br /> <br />a. Provide sufficient toll free telephone line capacity during <br />normal business hours to ensure that telephone calls <br />are answered promptly. Telephone answer time by a <br />customer service representative, including wait time, <br />shall not exceed 30 seconds when the connection is <br />made. Callers who must be transferred may not be <br />required to wait more than 30 seconds before being <br />connected to a service representative. <br /> <br />b. Under normal operating conditions, callers may not <br />receive a busy signal more than three percent of the <br />time, measured on a quarterly basis. <br /> <br />c. Provide emergency toll-free telephone line capacity on a <br />24-hour basis, including weekends and holidays. After <br />normal business hours, the telephone calls may be <br />answered by a service or an automated response <br />system. including an answering machine. Calls received <br /> <br />Ordinance No. NS-XXX <br />Page 1 of 13 <br /> <br />11 A-1 <br />