A. All cable communications systems shall be designed for operation twenty four (24) hours per day and shall endure service interruptions only for good cause and for a reasonable time. Permissible interruptions of service shall be for the shortest possible time.
B. The cable operator shall maintain an office in the city which shall be open to the general public during normal business hours, and staffed sufficiently to service the community.
C. The cable operator shall have a publicly listed telephone number and shall employ an operator or maintain a telephone answering device twenty four (24) hours per day, each day of the year, to receive subscriber complaints.
D. The cable operator shall maintain a maintenance and repair service capable of responding to subscriber complaints or requests for repairs within twenty four (24) hours after the receipt of the complaint or request.
E. If the operator or any of its shareholders owning at least three percent (3%) of its stock, or any subsidiary, parent or affiliated corporation of the operator engages in the business or activity of selling, leasing, repairing, dismantling or installing television or radio receivers, or accessories for such receivers, cameras, audio or video tape machines, videotapes, microphones, converters, modulators or other equipment utilized by users or subscribers in the operation of any cable communications system, the operator shall not condition cable communications service or the continuation thereof of usage of community communications facilities on a person's purchase of or failure to purchase any of such services or equipment.
F. In the event that its service to subscribers is interrupted for twenty four (24) or more consecutive hours, except for acts of God, riots, or a state of emergency declared by the president of the United States, governor of the state of Illinois, or the mayor, the operator shall grant affected subscribers a pro rata credit or rebate for the full duration of the interruption.
G. The cable operator shall not delay service or use of community communications facilities or otherwise discriminate against subscribers or users on the basis of race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, national origin or ancestry. The operator shall strictly adhere to the equal employment opportunity regulations of the FCC and to all federal, state, and local laws, and executive orders pertaining to discrimination, equal employment opportunity and affirmative action.
H. The cable operator shall notify each subscriber at the time service is initially requested, of all fees and procedures regarding payments, deposits, return of deposits, and disconnection.
I. Upon the granting of any franchise, the cable operator, in conjunction with the city, shall establish a complaint procedure and notify all subscribers of the complaint process. (Ord. 2003-66)