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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.

“Complaint” shall mean an initial or repeated customer expression of dissatisfaction, whether written or oral, or other matter that is referred beyond a customer service representative or the call center to a cable operator’s system office or regional office or corporate headquarters, or to the city for resolution. This does not include routine inquiries and service requests.

“Customer” shall mean any person who lawfully receives or will receive cable service from the cable operator.

“Customer service representative” or “CSR” shall mean any person employed by the cable operator to assist, or provide service to customers, whether by answering public telephone lines, answering customers’ questions, or performing other customer service related tasks.

“Normal business hours” shall mean those hours during which most similar businesses in the city are open to serve customers. In all cases, “normal business hours” must include some evening hours, with customer service representatives available, at least one night per week and some weekend hours.

“Normal operating conditions” shall mean those service conditions that are within the control of the cable operator. Those conditions that are not within the control of the cable operator include, but are not limited to, natural disasters, civil disturbances, power outages, telephone network outages, and severe or unusual weather conditions. Those conditions that are ordinarily within the control of the cable operator include, but are not limited to, special promotions, pay-per-view events, rate increases, regular peak or seasonal demand periods, and maintenance or upgrade of the cable system.

“Service interruption” shall mean the loss of picture or sound on one or more cable channels. (Ord. 2609-02 § 2, 2002.)