N.J. Admin. Code § 14:18-7.9 - Cable service quality standards

(a) This section establishes service quality standards that govern cable providers. The Board may, upon review, suspend application of any provision of this chapter for periods of emergency, catastrophe, natural disaster, or other events the Board considers beyond the control of the cable company.

(b) A cable company shall meet the following minimum service quality standards:

1. Answer Calls. Under normal operating conditions during business hours, not less than 90 percent of calls to the cable operators' customer service center shall be answered within 30 seconds by a representative, including wait time; if a call is transferred, transfer time will not exceed 30 seconds;

2. Busy Signal. Under normal operating conditions, a customer shall receive a busy signal less than three percent of the time;

3. Call Back. At least 90 percent of the calls to the customer service center placed on hold shall be provided an opportunity to leave a call back number for the call to be returned within 30 minutes of initiation of the call. Companies who provide customers with the ability to schedule a call with the customer service center in advance are not subject to this requirement;

4. Mean Time to Install. Under normal operating conditions, at least 95 percent of standard installations, defined as those that are located within 125 feet from the existing distribution system, shall be completed within seven business days of the order being placed;

5. Call Resolution. At least 85 percent of customer service calls requiring a technician visit shall be resolved within 14 days;

6. Appointments. Under normal operating conditions, at least 95 percent of appointments scheduled with customers for installations and installation activities and other service calls shall be completed on time, as scheduled, for a specific time or, at a maximum, a four-hour time block during normal business hours, unless modified by the customer. If a cable representative is running late and must cancel the appointment, the appointment shall be rescheduled at a time convenient for the customer;

7. Service Interruptions. Excluding conditions beyond the control of the operator, at least 95 percent of the time, the company shall begin working on service interruptions within 24 hours after the interruption becomes known; and

8. Repeat Trouble Reports. At least 90 percent of repeat service trouble reports shall be completed within 14 days.

(c) Each cable provider shall file with the Office a quarterly report of its performance in relation to the standards set forth at (b) above. The report shall include a list of the standards, the metrics that have not been met, the corrective action taken, and the completion date.

Notes

N.J. Admin. Code § 14:18-7.9

Adopted by 54 N.J.R. 630(a), effective 4/4/2022