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<br />No other changes were proposed. Mr, Phillips agreed to generate and distribute a <br />revised draft of Section 4, <br />Section 5 -Customer Service Standards <br />Mr. Patrick distribttted a marked up copy of Exhibit A from the cable franchise <br />ordinance that had been adopted by the Board of County Commissioners last <br />October but not agreed to by Time Warner, He noted where there are differences <br />in the language from the FCC regulations, The group went down the Exhibit, <br />item by item, <br />Mr. Phillips agreed to redraft Section 5 according to the following areas of <br />agreement reached at today's meeting, Items in the BOCC Exhbit A that are <br />covered by FCC regulations will be incorporated by reference into the main body <br />of the cable franchise agreement at Section 5, This will simplify the franchise <br />document (appendices and exhibits may become separated from their <br />documents). Items in the BOCC Exhibit A not covered by FCC regulations but <br />agreed to by all the parties will be incorporated into the main document at <br />appropriate places, as noted below. <br />The Subscriber Privacy language from the BOCC's ordinance will become a new <br />Section 6 in the franchise agreement. <br />Employee Identification will become a subsection of Section 5, and be edited as <br />follows: ".,.name and photograph that can be used to verify the representative's <br />relationship with the Grantee. The Grantee's vehicles...name or identity of the <br />cable company. The Grantee shall make,,." <br />Complaint procedures (3,5) will become a subsection of Section 5, and be <br />redrafted by Mr, Phillips for the parties' consideration, In addition, Mr. Phillips <br />reiterated his intention to provide Ms. Harvey with a complaint process "fact <br />sheet" (see To Do g/22/o4) and to fulfill his informal agreement to provide the <br />County with an annual report on complaints (see Meeting Summary, August 23, <br />p. 6, Status of Issues), <br />Service Interruptions (4,6) will become a subsection of Section 5, and be edited as <br />follows: "... shortest time possible. Franchise-wide planned interruptions not <br />within...insofar as reasonably possible,.,." <br />4.~ was discussed at length, The BOCC language comes from an earlier time <br />when for TWC three complaint calls constituted an "outage." Today, if TWC <br />receives a single complaint call, it can use technology to address the problem <br />immediately. All parties reviewed the FCC regulations relating to this item and <br />found the regulations acceptable. <br />8.2 & 8.3 were discussed at length. TWC wants to exercise its credit and refund <br />policy on a case by case basis, This would allow TWC to respond creatively and <br />flexibly to customer and community needs. For example, during the last ice <br />