(A) Maintenance of Local Office. The grantee shall maintain at least one office within Stanly County, North Carolina, for the purposes of handling subscriber complaints and providing prompt maintenance service. The grantee shall have a listed, local, to11-free, or collect telephone number for service calls and such telephone service shall be available 24 hours a day, seven days a week according to FCC guidelines. Said number shall be made available to subscribers and the general public.
(B) Response to Complaints. The grantee shall respond to and resolve subscribers' complaints or requests for service in connection with repairs and maintenance and malfunctions of system facilities. The grantee shall respond as quickly as possible to such complaints and requests, but shall in any case respond within 24 hours. Complaints or requests which may pose a potential health and safety hazard will be responded to immediately. In connection with billing complaints, the grantee shall respond within seven business days.
(C) Rules and Regulations. The grantee shall prepare and file with the city copies of all of its rules and regulations in connection with the handling of inquiries, requests and complaints. The grantee shall, by appropriate means, such as a card or brochure, furnish information concerning the procedures for making inquiries or complaints, including the name, address and local telephone number of the office where such inquiries or complaints are to be addressed, and furnish information concerning the city office responsible for the administration of the franchise, including, but not limited to, the address and telephone number of said office. The grantee shall clearly explain, as a part of the information and materials grantee provides to subscribers, that although questions and complaints regarding cable rates should be directed to the city, all service inquiries and requests are to be reported directly to the grantee.
(D) Maintenance of Records. The grantee shall keep full records in connection with all inquiries, complaints and requests in connection with the system. Such records shall identify the person contacting the grantee, and the person responding on behalf of the grantee, the subject matter of the contact, the date and time it was received, the resolution of the matter in question or the action taken by the grantee in connection with the contact, and the date and time thereof, and such other information as may be deemed pertinent by the grantee. These records shall be made available for periodic inspection by the city.
(E) Replacement of Equipment. The grantee shall service or replace without charge all equipment provided by it to the subscriber, provided, however, that the grantee may charge a subscriber for service to or replacement of any equipment damaged due to negligence of such subscriber or lost or stolen from the subscriber's residence or place of business.
(F) Review of Complaints. The city may review and monitor unresolved customer complaints.
(Ord. 99-38, passed 7-6-99)