5.30.240 Reports.
To facilitate timely and effective enforcement of this chapter and any franchise and to develop a record for purposes of determining whether to renew any franchise, the city shall require reports as specified in this section.
A. Quarterly. Unless otherwise set forth in a franchise agreement, the grantee shall submit reports to the city quarterly. The quarterly reports shall be submitted according to the following schedule: January – March reports due May 15th; April – June reports due August 15th; July – September reports due November 15th, and October – December reports due February 15th of each year. The report shall include, but not be limited to:
1. Telephone reports indicating the number of calls received, number of calls abandoned, percentage of calls receiving a busy signal, average length of time each caller waits before speaking directly to a customer service representative, and number of calls answered by a customer service representative within 30 seconds;
2. The number of total standard installations performed, the number of standard installations performed within seven days, the number of service interruptions reported, the number of service interruptions responded to within 24 hours, the number of other service problems reported, the number of other service problems responded to within 24 hours, and all other information necessary to monitor the grantee’s compliance with the subscriber standards of this chapter;
3. Unless otherwise set forth in the franchise agreement, the city may specify the form and details of all reports, with grantee given an opportunity to comment in advance upon such forms and details. The city may change the filing dates for reports upon reasonable request of a grantee.
B. Annually. In addition to the above, unless otherwise set forth in a franchise agreement, the grantee shall file the following information with the quarterly report due May 15th of each year:
1. An accurate accounting statement of all gross revenue amounts for the city franchise area for the preceding year ending December 31st. Such statement shall be verified by an officer of the grantee and shall certify that the information provided therein is complete and accurate. If reasonably deemed necessary by the city, it may request additional financial information reviewed or prepared by an independent auditor.
2. Operating statistics for the preceding year ending December 31st for the city franchise area, including aerial and underground plant miles, homes passed, basic subscribers (including residential, bulk, and commercial accounts with notation indicating if these statistics are equivalent basic units), pay or premium units by pay service, digital subscribers, Internet service subscribers and telephone service subscribers.
3. A current copy of the subscriber service agreement, a current list of all rates, charges and available services, a current channel list, a copy of all the grantee’s published rules and regulations applicable to subscribers and users of the cable system, and a summary of the grantee’s hours of operation.
4. Information reasonably requested by the city for the purpose of enforcing any consumer protection and customer service requirements applicable to grantees, including an annual summary of complaints by subscribers and users, identifying the number and nature of complaints and their disposition.
5. For information purposes only, a copy of updated route or strand maps depicting the approximate location of all cable communications equipment and facilities within the franchise area.
6. A copy of the final report on each proof of performance test of each technical parameter defined in Part 76 of the rules and regulations of the FCC, as said rules may be modified from time to time. A grantee shall continue to conduct such tests at least once each calendar year and shall provide a copy of each final report to the city and shall maintain the resulting test data on file at its local office for at least five years. The city subsequently may require a full report on any deficiencies as disclosed by the proof of performance test within such reasonable period of time as it may designate. Additional tests shall be performed on terms agreed between the city and the grantee.
7. Any additional information related to the operation of the cable communications system as reasonably requested by the city based on demonstrated legitimate need.
8. Unless otherwise set forth in the franchise agreement, the city may specify the form and details of all reports, with grantee given an opportunity to comment in advance upon such forms and details. The city may change the filing dates for reports upon reasonable request of a grantee. (Ord. 5531 § 2, 2004.)