§ 25-3-203. INSTALLATIONS, OUTAGES, AND SERVICE CALLS.

(a)

Installation standards.

(1)

Under normal operating conditions, a franchisee shall comply with the standards established under this subsection not less than 95% of the time, measured on a quarterly basis.

(2)

A franchisee shall perform an installation located less than 125 feet from an existing distribution system within 7 business days after an order has been placed.

(3)

The franchisee shall begin work to correct:

(i)

Service interruptions promptly, but not later than 24 hours after receiving notification of the service interruption; and

(ii)

Other service problems by the next business day after receiving notification of the problem.

(b)

Appointments.

(1)

(i)

A franchisee shall provide "appointment window" alternative appointment times for installations, service calls, and other installation-related activities.

(ii)

The franchisee shall provide specific appointment times or, at a maximum, a 4-hour block of time during normal business hours.

(iii)

A franchisee may schedule service calls and other installation activities outside of normal business hours for the express convenience of a customer.

(2)

A franchisee may not cancel a scheduled appointment with a customer after the close of business on the business day before the scheduled appointment.

(3)

If a franchisee's representative will not be able to keep an appointment with a customer as scheduled, the franchise shall:

(i)

Notify the customer during the time of the appointment; and

(ii)

Reschedule the appointment, as necessary, at a time that is convenient for the customer.

(1988 Code, § 8-14) (Bill No. 134-97, §§ 1, 2, 12-5-1997; Bill No. 31-03, § 2, 7-1-2004; Bill No. 74-03, § 4, 7-1-2004)