(A) The grantee shall:
(1) Render efficient service, making repairs promptly and interrupting service only for good cause and for the shortest time reasonably possible. Such interruptions insofar as is reasonably possible shall be preceded by notice given to subscribers 24 hours in advance and shall occur during periods of minimum use of the system;
(2) Limit system failures to minimum time duration by locating and correcting malfunctions promptly but, in no event, any longer than 24 hours after occurrence, if reasonably possible, irrespective of holidays or other nonbusiness hours. No charge shall be made to the subscriber for such service, unless such service is required due to acts or omissions of the subscriber;
(3) Establish procedures for receiving, acting upon, and resolving subscriber complaints to the reasonable satisfaction of the City Manager. The grantee shall furnish notice of such procedures to each subscriber at the time of the initial subscription to the system; and
(4) Maintain a written or computerized record or log listing the dates and times of customer complaints, identifying the subscriber, and describing the nature of the complaints and when and what action was taken by the grantee in response thereto. Such record shall be kept at the grantee's local office, reflecting the operations to date for a period of at least three years, and shall be available for inspection during regular business hours without further notice or demand by the City Manager.
(B) In the event a customer complaint is not resolved to the mutual satisfaction of the customer and the grantee, either the customer or the grantee may request that the matter be presented to the City Manager for recommendations on resolving the matter.
(C) When there have been similar complaints made or where there exists other evidence which, in the judgment of the City Manager, casts doubt on the reliability or quality of cable service, the City Manager shall have the right and authority to compel the grantee to test, analyze, and report on the performance of that part of the system involved in the problem. Such test or tests shall be made, and the reports of such test or tests shall be delivered to the city no later than 14 calendar days after the City Manager formally makes such a request to the grantee. Such report shall include the following information: the nature of the complaint which precipitated the special tests; what system component was tested; and the equipment used and procedures employed if complaints were resolved. Any other information pertinent to the special test shall also be recorded.
(D) The city's right under this division shall be limited to requiring tests, analyses, and reports, covering specific subjects and characteristics based on such complaints or other evidence, when and under such circumstances as the city has reasonable grounds to believe that the complaints or other evidence require that tests be performed to protect the public against substandard cable service.
('66 Code, § 5-5.23) (Ord. 590-C-S, passed 9-11-84) Penalty, see §§ 1-2.01 et seq.