D.C. Mun. Regs. tit. 15, r. 15-3115
Consistent with a cable operator's applicable franchise agreement and applicable law, a cable operator shall provide a monthly report to OCT to measure the performance of the cable operator under this chapter 31. The report shall cover the following areas: telephone service standards of subsection 3106.7, installation standards of subsection 3109.1, outage standards of subsection 3111.3, and repair standards of subsection 3111.4 and 3111.6.
A monthly report that measures a cable operator's performance with respect to the telephone service standards shall include the following information: total calls received; total calls answered; the percentage of calls answered within thirty (30) seconds; the average time to answer calls; total calls abandoned; percentage of calls abandoned; total calls for which a busy signal is received; and percentage of calls for which a busy signal is received.
A monthly report that measures a cable operator's performance with respect to the installation standards shall include the following information: number of total standard installations performed; number of standard installations performed in seven (7) days; and percentage of standard installations performed in seven (7) days.
A monthly report that measures a cable operator's performance with respect to the outage standards shall include the following information: total number of system outages; total number of planned interruptions; average duration of unplanned system outages; total number of other outages; and percentage of other outages repaired within twenty-four (24) hours of notification.
A monthly report that measures a cable operator's performance with respect to reception problems and repair standards shall include the following information: total number of reception problems and repairs, and percentage of reception problems and repairs completed within forty-eight (48) hours.
The monthly report shall be submitted in written or electronic form to OCT by the fifteenth (15th) day following the end of each calendar month. OCT may waive the timely submission of the report, as it deems appropriate.
OCT may, upon reasonable prior notice, require a cable operator to submit additional reports, records, or documentation to verify compliance with this chapter 31 or a cable operator's applicable franchise agreement.
A cable operator shall keep the records as are necessary to show compliance with this chapter; provided, a cable operator shall not be required under this section to keep records for longer than three (3) years.
D.C. Mun. Regs. tit. 15, r. 15-3115