(a) A franchisee must maintain in the City a business office open during normal business hours with a listed local or toll free telephone number and employ a sufficient number of telephone lines to allow reasonable access by subscribers and members of the public. When the franchisee's business office is closed, an answering machine or service capable of receiving service complaints and inquiries must be employed.
(b) A franchisee must have available at all times personnel, equipment and procedures capable of locating and correcting major system malfunctions. Major system malfunctions must be corrected without delay. Corrective action for all other malfunctions must be initiated not later than the next business day after the subscriber service call is received, and must be completed as promptly as possible.
(c) A franchisee must provide each subscriber at the time cable service is installed written instructions for placing a service call, filing a complaint or requesting an adjustment. Each subscriber, at the time of initial installation, must also be provided with a schedule of the subscriber's rates and charges, a copy of the service contract, delinquent subscriber disconnect and reconnect procedures, and a description of any other of the franchisee's policies in connection with its subscribers.
(d) A franchisee must maintain a complete record of service complaints received and action taken. These records must be open to the City for inspection during normal business hours. Such records must be retained for not less than two (2) years.
(e) Upon termination of service to a subscriber and at the subscriber's request, a franchisee must remove all its facilities and equipment from the subscriber's premises within thirty (30) days of the subscriber's request. Where removal is impractical, such as with buried cable or internal wiring, facilities and equipment may be disconnected and abandoned rather than removed.
(Ord. 75-89. Passed 6-26-89.)