§ 10-112. Office hours and telephone availability.

(a)

The company shall maintain a local or toll-free telephone line capacity which will be available to subscribers on a twenty-four-hour basis, including weekends and holidays. Trained company representatives shall be available to respond to customer telephone inquiries during normal business hours.

(b)

Under normal operating conditions, ninety (90) percent of all incoming calls shall be answered by a customer service representative within thirty (30) seconds, measured on a quarterly basis. If the call needs to be transferred, transfer time shall not exceed thirty (30) seconds.

(c)

All incoming customer service lines, under normal operating conditions, shall not be simultaneously busy more than an accumulative period of three (3) percent of the time measured on a quarterly basis.

(d)

After normal business hours, the access line may be answered by an answering service or, upon thirty (30) days' notice to subscribers, by an automated response system or answering machine. Inquiries received after normal business hours must be responded to by a trained company representative on the next business day.

(e)

The company shall maintain a customer service and bill payment location which shall be adequately staffed to accept subscriber payments and respond to service requests and complaints, and shall be open at a location in the City of Warren from Monday to Friday 9:00 a.m. to 5:00 p.m., excluding holidays. On Saturdays from 9:00 a.m. to 5:00 p.m. and on weekdays from 9:00 a.m. to 7:00 p.m., excluding holidays, the company shall maintain open office hours at its main office at 6095 Wall Street, Sterling Heights, Michigan.

(Ord. No. 80-470, § 1, 11-9-94)