Gov. Works to Improve Cable Service

Reinforcing his commitment to protecting New Jersey's consumers, Governor James E. McGreevey yesterday outlined a number of proposed cable regulations for the state's 2.5 million cable subscribers that will improve the overall quality of customer service.

The proposed regulations will strengthen the State's regulatory power by setting guidelines that govern installation of cable service, cable service appointments and answering phone calls. The proposed regulations are amendments to the current regulations

"The proposals we are announcing today are yet another example of how our Administration is working aggressively to safeguard and protect New Jersey's consumers," said McGreevey. "Too often, cable customers waste an entire day waiting for the cable company to arrive to repair and install service. We have a fundamental obligation to ensure reliable, affordable, customer-focused service to the State's 2.5 million cable subscribers."

"New Jersey residents have suffered for far too long at the hands of cable companies who continue to service their customers with costly inconveniences and frustration," said Democratic Senate President Richard J. Codey, (D-Essex). "The Senate has been fighting for years to improve the quality of customer service among New Jersey's cable providers. I am pleased that Governor McGreevey has joined in our efforts to make cable companies more accountable to their customers."

"Nearly every cable customer in New Jersey has experienced the headache of interrupted cable service," said Senator Garry J. Furnari, (D-Bergen, Essex, and Passaic). "Such interruptions are even more intolerable when they are accompanied by poor customer service. The measures announced today will help to ensure that cable customers receive prompt attention to service problems and fair compensation for their inconvenience."

"As the sponsor of corresponding pro-consumer cable legislation, I am pleased that Governor McGreevey has acted to ensure that the needs of cable TV customers are a top priority," said Assemblyman Jeff Van Drew (D-Cape May). "The proposed reforms are a dream come true for cable TV customers who have suffered through the nightmare of cable service in New Jersey."

About the proposed regulations:
The Governor announced several consumer protection measures that are being proposed including a bill credit for outages; adopting regulations requiring service call appointments within a four-hour window, and adopting federal standards on telephone performance.

Specifically, the new regulations include a proposed bill credit for outages after three or more hours as a result of the cable operator's plant failure. Currently cable customers must request credit when there are outages of more than six hours.

The new regulations also call for adopting regulations requiring service call appointments have a four-hour window. Currently appointments are scheduled as either morning or afternoon without regard to a specific time. Federal standards on telephone performance are also proposed in the new regulation. This standard will require cable companies to answer calls within 30 seconds and transfer calls within 30 seconds. This is the first time this standard has been used in the cable industry in New Jersey.

The Governor also acknowledged that the BPU continues to be an advocate for cable subscribers statewide. New Jersey cable customers enjoy one of the lowest basic cable rates in the country, averaging $12, the same rate today as in 1993. While the state has no control over rates above the basic tier, which include premium channels like HBO and Showtime, the State can regulate customer service.

As of November New Jersey has recovered over $185.4 million for cable subscribers in rate reductions, basic rate credits and rate freezes. This is more than any other franchising authority in the country since the re-regulation of this industryby thefederal government in 1993.

The NJBPU Office of Cable Television is proposing the new regulations. A public hearing on the amendments is scheduled for February 19 in Newark. The public may comment on the amendments at the hearing or in writing. The amendments are available on the NJBPU web site at www.bpu.state.nj.us. The deadline for comments is March 7, 2003.

The Governor's pro-consumer efforts:
Over the past year, the McGreevey Administration has been proactive in its efforts to fight for New Jersey's consumers, particularly with its proposal to overhaul the Division of Motor Vehicles to make the agency more customer-friendly.

Most recently, the Attorney General's office has announced lawsuits against major corporate defendants that were responsible for more than $150 million in losses to the State pension system. The State has also filed suits against dozens of individuals and companies that have engaged in fraudulent, unethical behaviors ranging from elder fraud to auto repair fraud.

The Governor has also held a series of educational seminars with AARP focusing on consumer issues such as the restoring public advocate, creating strong pro-consumer predatory lending laws, and establishing the strongest do not call list in the nation.

"NJPIRG congratulates and thanks Governor McGreevey for creating a culture of consumer advocacy within his Administration, and for aggressively promoting and enforcing the laws necessary to protect the public, especially our pocketbooks, from special interests who put profit ahead of the interests of the hardworking people of this state," said Dena Mottola, Acting Director of NJPIRG.

"AARP appreciates the Governor's strong commitment toward improving the quality of life for New Jersey's older population," said Jim Dieterle, AARP New Jersey State Director. "The Administration's ongoing collaboration with AARP in bringing to the public's attention important issues which need positive social change has been outstanding. AARP looks forward to continuing our work with Governor McGreevey in support of consumer protection via educational forums, legislation and regulatory solutions."

"On behalf of the New Jersey League of Municipalities, I want to applaud the Governor for taking these pro-active steps towards making the cable industry more focused on customer service," said Bill Dressel, Executive Director of the NJ League of Municipalities. "Local officials are often the first to hear about problems with the cable company. The League looks forward to working with the Administration, as well as the cable industry, as we continue to seek regulations that work for New Jersey's 566 municipalities."

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Author: Press Release-Micah Rasmussen