Customer service.
Reno Administrative Code § 5.90.1011
in effectSec. 5.90.1011. - Customer service.
(a) Courtesy. All employees, contractors, subcontractors, and agents of the Cable Operator shall be courteous, knowledgeable and helpful and shall provide effective and satisfactory service in all contacts with Subscribers.
(b) Service center. The Cable Operator shall provide at least one customer service center or business office (the "Service Center") within a 10-mile radius of Reno City Hall. The Service Center shall be open Monday through Friday from 8:00 a.m. to 6:00 p.m., and shall be open from 9:00 am to 1:00 p.m. on Saturdays. The Service Center shall be fully staffed, during the hours noted above, with trained and experienced customer service representatives and shall offer services including but not limited to: bill payment, equipment exchange, processing of change of service requests, and response to Subscriber inquiries and requests. The Cable Operator shall post a sign at each Service Center advising customers of its hours of operation and of the addresses and telephone numbers at which to contact the Cable Operator if the office is closed. The hours of operation and location of the Service Center shall also be printed prominently on all billing statements.
(c) Telephones. The Cable Operator shall maintain local, toll-free, and/or call collect telephone numbers and access lines that shall be available 24 hours a day, seven days a week for service/repair requests and billing inquiries and CSRs shall be on duty or on call to initiate after-hours service and repair calls. The Cable Operator shall have customer service technicians on call 24 hours a day, seven days a week, including legal holidays, who will be dispatched to respond to urgent and emergency service and repair calls after-hours. The Cable Operator shall retain sufficient customer service representatives and telephone line capacity to ensure that telephone calls to service/repair and billing inquiry lines are answered by a customer service representative within 30 seconds or less, and that any transfers are made within 30 seconds. These standards shall be met no less than 90 percent of the time measured monthly. The percentage of calls receiving busy signals shall not exceed three percent of the total telephone calls. This standard shall be met 90 percent or more of the time measured monthly with reports submitted to the City Clerk on a quarterly basis. All Customer Service Representatives shall identify themselves to callers immediately following the greeting during each telephone contact with the public. Customer service telephone numbers and hours of operation shall be printed prominently on all billing statements.
(d) Facsimile machine ("FAX"). The Cable Operator shall maintain, 24 hours per day and seven days per week, a facsimile machine accessible via a local telephone number which Subscribers may use to convey service and repair requests to the Cable Operator's customer service department. Such requests received by FAX shall be processed and handled in the same manner as Subscriber service requests that are received by telephone. The FAX access lines shall be subject to the same requirements as mentioned above for telephone services shall be measured, similarly, on a monthly basis. Customer service FAX numbers and hours of operation shall be printed prominently on all billing statements.
(e) Electronic mail ("E-mail"). The Cable Operator shall maintain, 24 hours per day and seven days per week, an E-mail address accessible via the internet which Subscribers may use to convey service and repair requests to the Cable Operator's customer service department. Such requests received by E-mail shall be processed and handled in the same manner as customer service requests that are received by telephone. Customer service E-mail addresses and hours of operation shall be printed prominently on all billing statements.
(f) Guaranteed seven-day standard installation. The Cable Operator shall complete all standard installations requested by Subscribers within seven business days after the order is placed, unless a later date for installation is requested. "Standard" residential installations are those located up to 125 feet from the existing distribution system. If the Subscriber requests a nonstandard residential installation, or the Cable Operator determines that a nonstandard residential installation is required, the Cable Operator shall provide the Subscriber in advance with a total installation cost estimate and an estimated date of completion. All underground cable drops from the curb to the home shall be buried at a depth of no less than 12 inches, and within no more than one calendar week from the initial installation unless inclement weather occurs within that calendar week and then within no more than two calendar weeks from the initial installation, or at a time mutually agreed upon between the Cable Operator and the Subscriber.
(g) Tracking of service and repair requests. The Cable Operator shall operate and maintain a system to record all Subscriber requests for service and repairs and the efforts undertaken by the Cable Operator to fulfill, individually, every Subscriber request (the "Tracking System"). A description of all Cable Operator efforts related to a particular customer service matter, including but not limited to, the efforts undertaken by customer service representatives, supervisors, dispatchers, field technicians, contractors, sub-contractors, and management to provide or cause to provide services and repairs related to each matter, shall be recorded and maintained so as to provide a comprehensive list or description of all of the Cable Operator's efforts undertaken to fulfill each service or repair request. The information recorded within the tracking system shall be made available to all customer service representatives for the purpose of providing informative responses to Subscriber inquiries related to the status of requested service and repairs. Furthermore, Cable Operator's Customer Service Representatives shall be fully trained in the use of the tracking system and the information maintained therein so that they are able to utilize the system to provide complete and accurate information to Subscribers and potential Subscribers related to service and repair matters. The City shall, upon request, have access to the tracking system and the detailed records of the system for the purpose of:
(1) Auditing the reliability and integrity of the system and the information it contains, and
(2) Determining or inquiring about the status of efforts undertaken by the Cable Operator related to specific service requests.
(h) Problem resolution. The Cable Operator's customer service representatives shall have the authority to provide credit for interrupted service, waive fees, schedule service appointments, and promptly forward service and repair requests to appropriate management and/or dispatchers for appropriate corrective action. Any Subscriber shall be entitled, upon request, oral or written, to Cable Operator to a refund equal to one day's service for each Subscriber's loss of service caused by Cable Operator: (1) for each continuous 24-hour period or (2) a total of two or more hours of any four days within a monthly billing period. Any difficulties that cannot be resolved by the customer service representative shall be immediately referred to the appropriate supervisor who shall, if the problem was reported during normal business hours, contact the Subscriber within four hours. Otherwise, the appropriate supervisor shall contact the Subscriber no later than the following business day. The appropriate supervisor shall resolve the problem within 24 hours, or within such other time frame as is acceptable to the Subscriber and the Cable Operator. Any difficulties that cannot be resolved by the appropriate supervisor shall be immediately referred to the City.
(Ord. No. 5565, § 1, 4-21-04)
Source: City of Reno, Nevada, Administrative Code, City Charter and Annexation and Land Development Code (Municode Library, library.municode.com)URL: https://library.municode.com/nv/reno/codes/administrative_code?nodeId=PT2READCO_TIT5PRLIPEFR_CH5.90FR_ARTIXMACATEOR_S5.90.1011CUSEFetched: 11/1/2026