Saying recent audits showed ‘alarming trend’ of nonadherence by c...
Saying recent audits showed “alarming trend” of nonadherence by cable operators to federal rules on customer standards, N.J. Board of Public Utilities notified industry that it intended to enforce federally mandated customer service standards and probably would impose stricter…
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standards. Board said it found that in some cases customers calling with complaints were put on hold for periods one to 4 times longer than federal standard. Average hold exceeded 18 times federal standard, it said, and audits found some level of noncompliance at all but 6 of 44 cable systems. “New Jersey customers are owed the highest degree of quality service. Board enforcement of federal customer service standards will guarantee that this happens,” Comr. Carol Murphy said. FCC standards require that telephone answer time not exceed 30 sec. under normal conditions, and if call needs to be transferred, waiting period shouldn’t exceed 30 sec. Board said those standards should be met no less than 90% of time, with compliance measured on quarterly basis. Cablevision, Comcast and RCN are among leading providers in state.