CENTRAL : SANTA ANA : New Law Mandates Fast Cable Response

The City Council has approved an ordinance requiring cable companies to respond promptly to service interruptions and provide detailed information about rates and services to customers when requested.

At its regular meeting last week, the council approved the cable subscriber protection ordinance, which was based on recommendations made by the city’s Cable Television Advisory Board.

Since 1991, the board has been developing rules to ensure that cable consumers receive a high level of service at all times.

The ordinance states that cable firms’ bills must be clear and concise, and the companies must respond to service interruptions within 24 hours of learning of them.

Furthermore, companies must perform installations at a specific appointment time or within a four-hour period agreed upon in advance. Company representatives may not cancel appointments after the close of business on the day before the installation is to take place.

Councilwoman Patricia McGuigan said the law largely duplicates state and federal regulations, but added that having it on the city’s books as well would make enforcement easier should the need arise.

“It really just puts in writing many of the things that are already in the (cable provider’s service) contract and makes it law here in Santa Ana specifically. This brings it closer to home. We have our own ordinance, so we can be more receptive to our customers’ concerns,” she said.

The Cable Television Advisory Board began formulating guidelines following complaints about the service provided by the city’s cable company, Comcast Cablevision. Since then, however, the company’ performance has improved markedly, McGuigan said.

At the council meeting, McGuigan praised Comcast executives for their help in creating the ordinance and said that “they are looking to be very supportive to the community. I think it’s made for a good working relationship.”