Ordinance 2609-02 - Laserfiche WebLink

ORDINANCE NO. 2609-02 AN ORDINANCE ESTABLISHING CUSTOMER SERVICE STANDARD FOR CABLE OPERATORS WHEREAS, Article XIII of the City Charter authorizes City Council to grant non-exclusive franchises; and WHEREAS, the City may lawfully establish customer service standards governing cable services provided by franchisees related to customer relationships; and WHEREAS, the City desires to establish minimum standards for cable operators' conduct of relationships with cable subscribers; NOW, THEREFORE, THE CITY COUNCIL OF THE CITY OF EVERETT DOES ORDAIN: SECTION 1. POLICY A. The Cable Operator shall be permitted to resolve citizen Complaints prior to action or involvement by the City. B. If a Complaint is not resolved by the Cable Operator to the citizen's satisfaction, the City may intervene. In addition, where a pattern of, or unremedied, noncompliance with the Customer Service Standards ("Standards") is identified, the City may choose to follow the procedures contained in this Chapter. If the noncompliance is not addressed to the satisfaction of the City, monetary or other sanctions may be imposed to encourage compliance. C. These Standards are intended to be of general application; however, the Cable Operator shall be relieved of any obligations hereunder if it is unable to perform due to circumstances beyond its reasonable control, such as natural disasters. The Cable Operator may, and is encouraged, to exceed these Standards for the benefit of its Customers and such shall be considered performance for the purposes of these Standards. SECTION 2. DEFINITIONS When used in these Standards, the following words, phrases, and terms shall have the meanings given below. "Cable Operator" shall mean any person granted a franchise to operate a cable system within the City. "City" shall mean the City of Everett, Washington. Page 1 of 12