Millennium FINAL audit REPORT, July 2000

EXECUTIVE SUMMARY The offices of the City Auditor and Cable Communications began this audit of Summit Cable in July 1999 to evaluate the cable operators’ compliance with the City’s Cable Customer Bill of Rights (SMC 21.60). During the course of this audit Summit Cable *changed its owners and name to become Millennium Digital Media. We performed a limited review of Millennium Digital Media’s documents and operations, and conducted interviews with its staff. We have concluded that Millennium Digital Media is out of compliance with some, but not all, of the requirements of the City’s Cable Customer Bill of Rights. Millennium Digital Media has been compliant in those areas where its existing practices match the requirements of the Cable Customer Bill of Rights. Its internal procedures emphasize providing good customer service. The Cable Customer Bill of Rights is mentioned in Millennium Digital Media’s Customer Service Representatives training manual; however, there is no evidence that the Cable Customer Bill of Rights is otherwise used or referenced in training staff or in regular communications with its customers. Millennium Digital Media has not met reporting requirements, does not collect data that would enable the City to determine the number and resolution of customer complaints, and does not always provide credits to customers as required by the Cable Customer Bill of Rights. During the course of this audit, Millennium Digital Media ...