Charter Communications Compliance Data Tracking Form
Compiled for the City of Reno's Citizens Cable Compliance Committee
by member Noel Thornsberry

     The following was produced after extensive review of the requirements of both the City of Reno's franchise agreement with Falcon Cable Systems Company II Limited Partnership (dba Charter Communications) and the City of Reno's Master Cable Ordinance (MCO), Title 5 , Article IX of Reno Municipal Code.


REFERENCE REPORT(S) REQUIRED WHEN REPORT DATE REPORT RECEIVED BY
MASTER CABLE   REQUIRED REPORT Signature & Department Required
ORDINANCE SECTION     RECEIVED  
         
5.90.880 A. # and % of dwelling units Quarterly - mandatory if 1Q -  
Construction served w/cable no "final order of 2Q -  
Requirements B. Supporting documentation completion" on file. 3Q -  
    Applies to new Franchise. 4Q -  
         
5.90.890 A. List and description of Quarterly - mandatory 1Q -  
Communication with communications with   2Q -  
Regulatory Agencies regulatory agencies   3Q -  
      4Q -  
  B. Copies of petitions etc, City needs to request if    
  affecting construction or found to be necessary.    
  operation of cable system      
         
5.90.920.B   No Report required per se.    
System Capability   Is mandatory & should be    
and Standards -   evaluated as part of    
Standby Emergency   5.90.1041.B.1 & B.2.    
Power        
         
5.90.920.C Cable operator's proof of Annually - mandatory    
System Capability performance tests      
and Standards -        
Technical Standards        
         
5.90.1011.C 1. 30 second call answer & call Monthly - mandatory Jan -  
Telephones transfer. To be met 90% of time.   Feb -  
      Mar -  
      April -  
      May -  
      June -  
      July -  
      Aug -  
      Sept -  
      Oct -  
      Nov -  
      Dec -  
         
         
REFERENCE REPORT(S) REQUIRED WHEN REPORT DATE REPORT RECEIVED BY
MASTER CABLE   REQUIRED REPORT Signature and Department Name Required
ORDINANCE SECTION     RECEIVED  
         
5.90.1011.C 2. Busy signal data. Quarterly report w/monthly 1Q -  
Telephones (Con't) monthly measurements. Mandatory 2Q -  
      3Q -  
      4Q -  
  3. Charter Tel#s & hours of Mandatory - Printed on    
  operation billing statement    
         
         
5.90.1011.D 24/7 access via local tel # Quarterly report w/monthly 1Q -  
Facsimile Machine Reports to be handled same measurements - Mandatory 2Q -  
  as in 5.90.1011.C. FAX # to be & printed on billing statement 3Q -  
  printed on billing statements   4Q -  
         
5.90.1011.E 24/7 access via internet Quarterly report w/monthly 1Q -  
Electronic Mail E-mail requests to be processed measurements - Mandatory 2Q -  
  same as telephone requests. E- & printed on billing statement 3Q -  
  mail address to be printed on   4Q -  
  billing statement.      
         
5.90.1011.G Access to the cable operator's No report required but 1Q -  
Customer Service - "Tracking System" so as to audit system access to be 2Q -  
Tracking of Service & the "reliability & integrity of the available when 3Q -  
Repair Requests system and to determine or inquire requested by the City. 4Q -  
  about the status of efforts under-      
  taken by cable operator related to      
  specific service requests.      
  This system to be used to      
  track the requirements of      
  sections 5.90.1011.C, F & H, and      
  5.90.1012. A & B      
         
5.90.1012.C Sample of a minimum of 25% of Sample to be kept &    
Standard Installation customers receiving service @ available to City upon    
Times & Service week to "assess and assure request. Retention of    
Appointments - satisfaction." samplings is three years.    
Customer Satisfaction        
Follow-up        
         
REFERENCE REPORT(S) REQUIRED WHEN REPORT DATE REPORT RECEIVED BY
MASTER CABLE   REQUIRED REPORT Signature and Department Name Required
ORDINANCE SECTION     RECEIVED  
         
5.90.1013.D Log of all service interruptions Quarterly - mandatory 1Q -  
Service Interruptions -     2Q -  
Log of Service     3Q -  
Interruptions     4Q -  
         
5.90.1015.C A log of all credits and refunds Quarterly - mandatory 1Q -  
Log of Credits &     2Q -  
Refunds This measures 5.90.1013.B also.   3Q -  
      4Q -  
         
5.90.1017.B Service to be provided for with No report required but    
Telecommunication trained operators accomodation is    
Device for the Deaf   mandatory    
         
5.90.1018.A To customers concerning items Annually. Mandatory as    
Notices & Information #1-9. per 5.90.1018.E    
Required to be Provided        
by the Cable Operator        
to Customers        
         
5.90.1018.B To be provided at installation or Not defined as to when    
Customer notice when customer requests. City to receive copy.    
    Assume annually.    
         
5.90.1018.D Notice of changes to customers Mandatory to City as per    
Notice of Changes in of rate, programming, or channel 5.90.1018.E 30 days in    
Rates, Programming, or change. advance of proposed    
Channrl Positions   change. Announcement    
Required 30 Days in   in newspaper or via    
Advance.   digital message does not    
    meet the requirement.    
         
         
         
         
         
         
         
         
REFERENCE REPORT(S) REQUIRED WHEN REPORT DATE REPORT RECEIVED BY
MASTER CABLE   REQUIRED REPORT Signature and Department Name Required
ORDINANCE SECTION     RECEIVED  
         
5.90.1022.A 1. Executive Summary of sub- Monthly - mandatory Jan -  
Complaints and scriber complaints   Feb -  
Security Fraud - Cable     Mar -  
operator shall maintain     April -  
and make available     May -  
accurate records of     June -  
customer complaints     July -  
      Aug -  
      Sept -  
      Oct -  
      Nov -  
      Dec -  
  2. Summary of service requests Monthly - Upon request    
  by number, nature & disposition. by City by 15th of the    
    month    
    Record retention is 3 years.    
         
5.90.1022.B Posting of Security bond by No report required but    
Security Fund cable operator. $100,000 or $1.00 is an item that is    
  per subscriber, whichever greater mandatory.    
  May be increased by City as risk      
  increases.      
         
5.90.1022.C Cable operator's written complaint Copy of procedure    
Complaints and procedures should be on file with    
Security Fraud -   City -- mandatory    
Complaint Procedure        
         
5.90.1023.A 1. Summary of: 1) comments by Quarterly - mandatory 1Q -  
Verification of citizens & referrals from City.   2Q -  
Compliance 2. Categorized complaint summary Quarterly - mandatory 3Q -  
  Items #3, 4, 5, & 6 are   4Q -  
  measured by other sections.      
         
5.90.1030.2 Report of Franchise Fee Submission date of    
Franchise Fee - computation report unknown -    
Financial Reports   mandatory    
REFERENCE REPORT(S) REQUIRED WHEN REPORT DATE REPORT RECEIVED BY
MASTER CABLE   REQUIRED REPORT Signature and Department Name Required
ORDINANCE SECTION     RECEIVED  
         
5.90.1030.3 Certification of accuracy of Annually - mandatory    
Franchise Fee - Franchise Fee payments      
Accounting Standards        
         
5.90.1030.4 Audit of cable operator's Annually at City's    
Franchise Fee - financial books and records mandatory    
Auditing and Financial relative to payment of Franchise      
Records Fees      
         
5.90.1041.A   All reports are due    
Reports   annually by March 31    
    of each year -    
    All are mandatory -    
    There are NO    
    EXCEPTIONS within the    
    MCO for NOTproviding    
    the required reports.    
         
  1. Certified corporate revenue      
  report.      
         
  2. Corporate officers/directors      
  listing.      
         
  3. List of stockholders holding 5%      
  or more of the corporate stock.      
         
  4. Copies of the operator's annual      
  report & of its parent company.      
         
  5. Number of Reno subscribers      
         
         
  6. Number of homes passed by      
  the operator's system.      
         
  7. Number of Basic Service sub-      
  scribers.      
         
  8. Number of Premium Service      
  subscribers.      
         
REFERENCE REPORT(S) REQUIRED WHEN REPORT DATE REPORT RECEIVED BY
MASTER CABLE   REQUIRED REPORT Signature and Department Name Required
ORDINANCE SECTION     RECEIVED  
         
5.90.1041.A 9. Number of Interactive Service      
Reports (Con't) subscribers.      
         
         
  10. Number of hook-ups within the      
  report period.      
         
  11. Number of disconnects in the      
  report period.      
         
  12. Number of miles of cable laid in      
  the report period.      
         
  13. Total number of miles of cable      
  within Reno.      
         
  14. List of user rates, fees, &      
  charges & the effective date.      
         
  15. Plans for future technical      
  upgrading.      
  16. Plans for future programming      
  16. Plans for future programming      
  and/or changes      
         
  17. Maps indicating location of      
  headends and trunk and      
  distribution lines.      
         
  18. Statement of current billing      
  practices.      
         
  19. Report on operations, affairs,      
  transactions or property as      
  may be within the City's      
  purview.      
         
  20. Status of emergency power      
  supply.      
         
  21. Current service policy      
  procedures.      
         
         
REFERENCE REPORT(S) REQUIRED WHEN REPORT DATE REPORT RECEIVED BY
MASTER CABLE   REQUIRED REPORT Signature and Department Name Required
ORDINANCE SECTION     RECEIVED  


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