N.J. Admin. Code § 14:18-7.8

Current through Register Vol. 56, No. 24, December 18, 2024

Section 14:18-7.8 - Telephone customer service

(a) Each cable television operator is subject to the following customer service standards concerning cable television system telephone availability:

1. The cable television operator shall maintain a local, toll-free or collect telephone access line which will be available to its customers 24 hours a day, seven days a week.

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

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

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

3. Under normal operating conditions, the customer shall receive a busy signal less than three percent of the time.

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

(b) Nothing in this section shall prohibit the cable television operator from exceeding the standards set forth in (a)1 through 4 above.

N.J. Admin. Code § 14:18-7.8

New Rule, R.2003 d.452, effective 11/17/2003.
See: 35 New Jersey Register 100(a), 35 New Jersey Register 5294(a).