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8 <br />23, 2007 memorandum prepared by Action Audits for the Cable Advisory Committee <br />with the subject "Orange County Cable TV Franchise -Post-CAC Continuing <br />Regulatory Responsibilities: ' <br />Mr. Boyazsky noted that the list often Continuing Oversight Matters was a "pretty good <br />fit" with the Committee's current charge. In addition, he said, I see items on the list that <br />the Committee has not been addressing over the past year or two. If the Committee were <br />not terminated then we could handle them, he said. Six items that have not been <br />addressed by CAC are (b), (c), (f), (h), (i), and (j), he said. <br />With respect to (j), Mr. Boyazsky said that he was not sure whether any consumer <br />complaints have_been brought to CAC's attention, nor_whether rt.would be appropriate <br />for consumer complaints to be brought to the Committee. Mr. Patrick explained the <br />complaint process and said that there have not been as many consumer complaints <br />recently. "Gwen copies me on emails when questions come up," he said. Typically, <br />when consumers email Ms. Harvey with complaints, she forwards them to Time Warner <br />Cable and copies Mr. Patrick. In the old days we frequently had citizens coming to our <br />meetings complaining about their cable TV service, but that has not happened recently. <br />Ms. Keene added that in addition to the emails that Ms. Harvey forwards, Time Warner <br />gets "a handful of calls" with complaints per quarter. <br />Mr. Patrick said that the frequency and severity of consumer complaints is down from <br />what it used it be. However, he said, we have not yet had enough experience with the <br />PEG access arrangements under the new franchise agreement to determine whether there <br />will be many citizen complaints about that or what the problems will be. Nevertheless, <br />he said, "most of this stuff is going to be low level monitoring that should not take very <br />much tune on any Committee's agenda." <br />Mr. Boyarksky asked if it was easy for citizens to find the County contact for cable TV <br />complaints. The Hillsborough town website has a form (that is tied to the Triangle J <br />Council of Govenvnents) for citizens to use to register complaints, he said, but he has not <br />been able to find any such form on the County website nor even information on who the <br />County contact is, even when he uses the Seazch function on the website. Given this, he <br />asked, is the relative lack of frequency or severity of complaints today a function of <br />TWC's good customer service or is it a function of citizens not knowing who to contact <br />when they are having problems? <br />Ms. Barber said that she has never seen an online form on the County's website. Mr. <br />Patrick said that if the County website were to have a mechanism for registering citizen <br />complaints then cable TV would be one of several topics. Ms. Harvey said that other <br />communities have complaint forms on their websites, and suggested that the Committee <br />consider making this a recommendation to the Board. <br />Ms. Harvey said that County staff is the intermediary between TWC and citizens who <br />have complaints about their cable TV services. Mr. Boyarksy said that the advantage of <br />Hillsborough's online complaint form is that it's tied to TJCOG and therefore gives the <br />4 <br />