HomeMy WebLinkAboutCOUNCIL - AGENDA ITEM - 03/07/2006 - SECOND READING OF ORDINANCE NO. 031, 2006, ESTABLI ITEM NUMBER: 12
AGENDA ITEM SUMMARY DATE: March 7, 2006
FORT COLLINS CITY COUNCIL STAFF: Liz Stroh
SUBJECT
Second Reading of Ordinance No. 031,2006,Establishing City of Fort Collins Telecommunication
Customer Service Standards - Cable Television.
RECOMMENDATION
Staff recommends adoption of this Ordinance on Second Reading.
EXECUTIVE SUMMARY
This Ordinance,which was unanimously adopted on First Reading on February 21,2006,establishes
requirements for the quality of service provided by cable operators to their customers in Fort Collins.
ITEM NUMBER: 27
AGENDA ITEM SUMMARY DATE: February 21, 2006
FORT COLLINS CITY COUNCIL STAFF: Liz Stroh
SUBJECT r y
First Reading of Ordinance No. 031, 2006, Establishing City of Fort Collins Telecommunication
Customer Service Standards - Cable Television.
RECOMMENDATION
Staff recommends adoption of the Ordinance on First Reading. The Telecommunications Board has
reviewed the Fort Collins Telecommunications Customer Service Standards-Cable Television and
recommends its adoption.
EXECUTIVE SUMMARY
The purpose of the Fort Collins leco icaf s ustomer rvice Standards-Cable Television
(the "Standards")is to establish em r t ality urvice provided by cable operators
to their customers in Fort Collins. Minimum Customer Service Obligations were established by
the Federal Communications Commission (the "FCC") at Section 76.309, April, 1993. The FCC
allows cities to adopt their own more stringent standards.
The proposed Standards are incorporated by reference in the Franchise Agreement between the City
of Fort Collins and Comcast Cable of Colorado/California, LLC. The same Standards will apply
to any other cable television operator doing business in Fort Collins.
BACKGROUND
The Standards set levels of acceptable service and provide remedies to customers if the Standards
are not met. Examples of some o e topi ddr i e:
• Courtesy,
• Accessibility re . 6n — al c'e lo_c or toll free phone number, 24/7
staffing for complaint calls,
• Telephone line capacity to meet call volumes,
• Responsiveness guidelines, including trouble calls, installation time lines,
appointment availability,
• System reliability and quality of picture,
• Treatment of Property, (tree trimming and restoration of landscaping),
• Service information and complaint procedures, and
February 21, 2006 -2- Item No. 27
• Privacy of customer information.
The Standards also contain levels of compensation to customers should the cable television operator
fail to respond to a citizen comp at ty iYnt
alid. A security fund or letter
of credit as required under the andaz d F s or Comcast)will be the likely
source of compensation for no compli ce.
ATTACHMENTS
1. Customer Service Standards - Cable Television
2. Draft of Minutes from February 13, 2006 meeting of the Telecommunications Board
ORDINANCE NO. 031, 2006
OF THE COUNCIL OF THE CITY OF FORT COLLINS
ESTABLISHING CITY OF FORT COLLINS
TELECOMMUNICATION CUSTOMER SERVICE STANDARDS - CABLE TELEVISION
WHEREAS,the City has recently completed negotiations for granting a franchise to a cable
television operator and has adopted on first reading an ordinance approving a new cable franchise
agreement; and
WHEREAS,in order to ensure the provision ofquality customer service under such franchise
agreement as well as other potential franchises,the City wishes to adopt customer service standards,
as permitted by law; and
WHEREAS, the recent franchise community needs assessment and the City's experience
under its existing cable franchise agreement have disclosed a need for a comprehensive set of
customer service standards that would address such matters as the period of time within which cable
service must be installed, the handling of customer complaints, and the availability of customer
service representatives; and
WHEREAS, on February 13, 2006, the City's Telecommunication Board reviewed the
proposed Fort Collins Telecommunications Customer Service Standards - Cable Television and
recommended their adoption; and
WHEREAS,the Council has determined that the adoption of the standards proposed by City
staff will aid in the handling of any citizen complaints regarding the provision of cable television
services in the City.
NOW, THEREFORE, BE IT ORDAINED BY THE COUNCIL OF THE CITY OF FORT
COLLINS as follows:
Section 1. That the City Council hereby adopts the Telecommunication Customer
Services Standards - Cable Television, dated February 7, 2006, which are made a part hereof by
reference, and which are available for inspection in the City Clerk's Office, 300 LaPorte Avenue,
City Hall West, Fort Collins, Colorado, for such use by City staff and City Council as provided in
the City Code.
Introduced, considered favorably on first reading, and ordered published this 21st day of
February, A.D. 2006, and to be presented for final passage on th th day of March, A.D. 2006.
/ r
May
ATTEST:
City Clerk
Passed and adopted on final reading on the 7th day of March, A.D. 2006.
Mayor
ATTEST:
City Clerk