(A) The grantee shall establish, operate and maintain in the county an adequate number of toll-free numbers operational 24 hours of every day and not less than one maintenance and repair facility for the purpose of receiving inquiries, requests and complaints concerning all aspects of the construction, installation, operation and maintenance of the system and for the payment of subscribers' service charges.
(B) The grantee shall establish not less than one payment drop center within the county. The centers shall accept payments for any cable service rendered, including, but not limited to monthly service charges, installation fees and other amounts due from a customer. Payments made at a payment center shall be considered as payments made to any other central or regional payment center of the grantee. The intent is that payments made at a payment center shall be applied to any amount due from the payer on the date the payment is received at the payment center in the county.
(C) The grantee shall have a listed, local, toll-free or collect telephone number for service calls and the telephone service shall be available 24 hours a day, seven days a week according to FCC guidelines. The number shall be made available to subscribers and the general public.
(D) 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 the complaints and requests, but shall, in any case, respond within the guidelines published by the FCC. Complaints or requests which may pose a potential health and safety hazard will be responded to immediately, following notification of the grantee. In connection with billing complaints, the grantee shall respond within the time frame established by the FCC.
(E) The grantee shall prepare and file with the county 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 and furnish information concerning the county office responsible for the administration of the franchise, including, but not limited to the address and telephone number of the office.
(F) The grantee shall keep full records, as prescribed by the FCC, in connection with customer service standards.
(G) The county may review and monitor unresolved customer complaints.
(Ord. passed 10-19-98)