N.J. Admin. Code § 14:18-3.12

Current through Register Vol. 56, No. 21, November 4, 2024

Section 14:18-3.12 - Service call scheduling

(a) Under normal operating conditions, both of the following standards shall be met no less than 95 percent of the time, measured on a quarterly basis:

1. The "appointment window" alternatives for installations, service calls, and other installation activities will be either a specified time or, at a maximum, a four-hour time block during normal business hours. The cable television operator may schedule service calls and other installation activities outside of normal business hours for the express convenience of the customer.

2. A cable television operator may not cancel an appointment with a customer after the close of business on the business day prior to the scheduled appointment.

(b) If a cable television operator representative is running late for an appointment with a customer and will not be able to keep the appointment as scheduled, the customer will be contacted. The appointment will be rescheduled, as necessary, at a time which is convenient for the customer.

(c) When a service call is scheduled to a customer's home, the cable television operator shall inform the customer upon request whether the service call is scheduled for morning, afternoon, or, if provided, evening.

(d) Where the cable television operator has a service call guarantee program which provides reduced fee, free service, free installation, etc. or some other monetary benefit in the event the cable operator is late or unable to keep a scheduled appointment, the terms of such a program shall be clearly explained to the customer at the time the appointment is scheduled, and shall be made a conspicuous part of the cable television company's schedule of prices, rates, terms and conditions of service.

(e) When a service call is scheduled to a customer's home, the cable television operator shall inform the customer of the amount of any fees that will be assessed for the call, including, but not limited to, fees for missed appointments if the customer is not at the residence. In the event of a customer complaint filed at the Board regarding a missed appointment fee, the cable television operator has the burden of proof in showing the presence of the representative at the premises before imposing any fees associated with a missed appointment for a scheduled service call.

N.J. Admin. Code § 14:18-3.12

Amended by R.2000 d.155, effective 4/17/2000.
See: 31 N.J.R. 3061(a), 32 N.J.R. 1402(a).
Added (c).
Amended by R.2003 d.452, effective 11/17/2003.
See: 35 N.J.R. 100(a), 35 N.J.R. 5294(a).
Rewrote the section.
Amended by R.2007 d.154, effective 5/7/2007.
See: 38 N.J.R. 4822(b), 39 N.J.R. 1766(a).
In (b), inserted "no later than the close of business on the business day before the appointment, under normal operating conditions,"; and in (d), inserted "cable television company's schedule of prices, rates," and deleted "in the company's tariff" at the end of the paragraph.
Amended by R.2008 d.265, effective 9/2/2008.
See: 40 N.J.R. 1622(a), 40 N.J.R. 5052(a).
Rewrote the former first sentence of the introductory paragraph of (a); recodified the former second and third sentences of (a) as (a)1; in (a)1, inserted the first occurrence of "installation"; deleted former (b); recodified former (c) as (a)2; in (a)2, substituted "A" for "Under normal operating conditions, a"; and added new (b) and (c).

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