26 Del. Admin. Code § 5002-2.0

Current through Register Vol. 28, No. 5, November 1, 2024

Section 5002-2.0 - Office Hours and Telephone Availability

2.1 The cable operator will maintain a local, toll-free or collect call telephone access line which will be available to its subscribers 24 hours a day, seven days a week, and shall maintain a written log of all incoming telephone complaints so received.

2.1.1 Trained company representatives will be available to respond to customer telephone inquiries during normal business hours.

2.1.2 After normal business hours, the access line may be answered by a service or an automated response system, including an answering machine. Inquiries received after normal business hours must be responded to by a trained company representative on the next business day.

2.2 Under normal operating conditions, telephone answer time by a customer representative, including wait time, shall not exceed thirty (30) seconds when the connection is made. If the call needs to be transferred, transfer time shall not exceed thirty (30) seconds. These standards shall be met no less than ninety (90) percent of the time under normal operating conditions, measured on a quarterly basis.

2.3 The operator will not be required to acquire equipment or perform surveys to measure compliance with the telephone answering standards above unless an historical record of complaints indicates a clear failure to comply.

2.4 Under normal operating conditions, the customer will receive a busy signal less than three (3) percent of the time.

2.5 Customer service center and bill payment locations will be open at least during normal business hours and will be conveniently located.

26 Del. Admin. Code § 5002-2.0