Body
Department of Information Technology and Innovation
Reference: Cable Television Customer Service Standards
To: Mayor Richard N. McLean and Members of City Council
Through: Philip Rodriguez, City Manager
Prepared By: Jeromy King, Director of Information Technology and Innovation
Date Prepared: November 13, 2017
PURPOSE
Requesting adoption of the City of Brighton Cable Television Customer Service Standards.
BACKGROUND
On January 24, 2002, via Ordinance #1728 the City of Brighton entered into a Franchise Agreement with AT&T Cable Services, which is now Comcast. Exhibit B to the ordinance set forth the Customer Service Standards, which established uniform requirements for the quality of service that the cable operators are expected to offer to their customers.
As part of the negotiations of the new Franchise Agreement, the City and Comcast agreed to use the model Customer Service Standards that the Colorado Communications and Utility Alliance (CCUA) has adopted, which incorporates the Customer Service Obligations published be the Federal Communications Commission (FCC) Section 76.309, April, 1993
The significant provisions of the Customer Service Standards include, but are not limited to:
• Cable Operator shall resolve complaints without delay and interference from the City.
• Where a given complaint is not addressed by the Cable Operator to the citizen’s satisfaction, the City may intervene. The City may also establish deadlines and monetary sanctions to encourage compliance and deter future non-compliance.
• Specific sections of the Customer Service Standards identify the following areas and list minimum standards:
o Courtesy
o Accessibility
o Responsiveness
o Installation Time
o Television Reception
o Treatment of Property
o Services for Customers with Disabilities
o Customer Information
o Customer Privacy
o Complaint Procedure
What the City cannot require or control:
• Cable rates
• Cable service to every location in Brighton (some sections of town do not have Comcast and the City cannot require Comcast to build out to those locations).
• Neither the new Franchise Agreement nor the Customer Service Standards cover or pertain to broadband or telephone services.
STAFF RECOMMENDATION
Staff recommends approving the City of Brighton Cable Television Customer Service Standards
OPTIONS FOR COUNCIL CONSIDERATION
Ø Approval as presented
Ø Reject
Ø Require more discussion
ATTACHMENTS
Customer Service Standards.pdf
Resolution Adopting the Customer Service Standards