Vermont Public Service Board

Cable Television

Section 8.350 - Service Calls

8.350 Service Calls.

8.351 Customer interaction.

(A) Investigative action shall be initiated on the same day a trouble call is received at the local office, if possible, but in no case later than the following business day, unless requested otherwise by the subscriber.

(B) When at the request of the subscriber a service call to the subscriber's premises is required, the subscriber shall be informed in advance, if possible, as to the day thereof and whether the service call is scheduled during the morning, afternoon, or evening. If for any reason a service technician is unable to make the service call as scheduled, a reasonable attempt shall be made to inform the subscriber.

8.352 Records.

(A) A report on each service call in which a cable system fault reported by a single subscriber was identified shall be filed at the local office, and shall include the following data:

  1. subscriber identification;
  2. date and approximate time complaint was received;
  3. date and approximate time of response;
  4. nature of complaint;
  5. brief description of the fault;
  6. signal level measured on each problem channel after corrective action and on other channels, where such measurements are appropriate;
  7. corrective steps taken (if any required);
  8. date case is closed; and
  9. identification of technician or repairman.
(B) A report on each system fault, or on any failure reported by more than one subscriber and affecting an area, shall be filed at the local office and shall include the following data:

  1. cause of failure and brief description of the component or structures causing the failure sufficient to allow the later determination of the area affected;
  2. date and approximate time of failure or report of failure; and
  3. date and time service is restored.
(C) A report for each service call in which no trouble was identified, or in which instruction was given to enable the subscriber properly to adjust the terminal receiving equipment, or in which the fault was in the subscriber's receiving equipment, shall be filed at the local office and shall include:

  1. subscriber identification;
  2. date and time complaint was received;
  3. date and time of response;
  4. nature of complaint;
  5. corrective steps taken (if any required); and
  6. identification of technician or repairman.
(D) Small systems which have only a single technician or an owner-technician may perform the record-keeping required by subsections (A), (B), and (C) by maintaining a log of trouble calls containing the substance of the information called for.

(E) Any report required to be maintained pursuant to this section shall be kept by the operator for a period of two years from the event to which it relates. It may be maintained in original form, as computer data base, or as data base report, at the election of the operator, so long as the basic information remains available.

(F) The records required by this section shall upon request be made available to the Board and the Department of Public Service. However, the operator may obscure, remove, or delete any personally identifiable information contained in the records if in the operator's opinion it must do so in order to comply with Section 631 of the cable Communications Policy Act of 1984, 47 U.S.C. 551.

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