March 15, 2007 Yesterday, by a vote of 143 to 4 the Missouri House of Representatives passed SB 284 related to the establishment of state franchises of video services.  I handled the legislation on the House Floor. SB 284 will make way for major investments in telecommunications infrastructure across the State of Missouri and will provide consumers with greater choice for video, broadband, and telephone services.   Competition for these services leads to lower prices and better customer service for the people we serve. Federal, state, and local regulations have not kept pace with the rapid change in technology.  Older monopolistic industries, like telephone and cable, who traditionally provided one brand of service have combined with newer technologies, like wireless and satellite providers, to bring multiple or bundled services to customers.   SB 284 will update our state laws to adapt to changes in the marketplace. Our country has led the world in technological advancement and business development for more than 100 years, not because we are the lowest cost labor provider, or because we pursue protectionist policies, or that we prop up industries with public subsidies.  The United States leads the world because we support policies which encourage investment and reward risk.  We innovate, adapt, and drive for greater efficiency and productivity in the workplace. Our responsibility, as legislators, is to ensure a level playing field for businesses to compete.  Unfairness and inconsistent regulations in the telecommunications industry are the problems that have called for this solution.  SB 284 establishes the same rules for companies who are already competing for the same customers. Listed below are Customer Service Standards contained in the legislation: • Video providers will maintain a local, toll-free phone line 24/7. • Trained company reps must be available during normal business hours. • Telephone answer time by a customer rep shall not exceed thirty seconds and transfer time on calls transferred shall not exceed thirty seconds.  A 90 percent compliance rate is required. • Customers will receive a busy signal no more than 3 percent of the time. • Standard installations must be performed within seven business days.  A 95 percent compliance rate is required. • Service interruptions must be worked on no later than 24 hours after the interruption becomes known.  A 95 percent compliance rate is required. • An appointment window for installation and service calls will be either at a specific time or, at a maximum, a four-hour time block.  A 95 percent compliance rate is required. • An operator may not cancel an appointment with a customer after the close of business on the business day prior to the scheduled appointment.  A 95 percent compliance rate is required. • If a service rep is running late for an appointment with a customer and will not be able to keep the appointment as scheduled, the customer will be contacted and the appointment rescheduled at a time when convenient for the customer. • Refund checks will be issued promptly, but no later than 30 days following the request or within the customer’s next billing cycle, whichever is earlier. • Credits for service will be issued no later than the customer’s next billing cycle following the determination that a credit is warranted. • Should a provider not comply with these requirements, a local municipality could seek to revoke the provider’s authority to provide service via an administrative process. Today SB 284 was Truly Agreed To and Finally Passed by the Senate and is on its way to the Governor for his signature.