(A) The grantee shall put, keep and maintain all parts of the system in good condition throughout the term of the franchise. Service to subscribers shall not be shut off or interrupted by grantee except when necessary, and then only during periods of minimum use of the system. Unless such interruption is unforeseen or immediately necessary, grantee shall give 48 hours' notice thereof to affected subscribers. All costs incurred in repairing system shall be borne by grantee. If service is interrupted for more than 24 hours, subscriber shall be credited on a pro rata basis for such interruption. In all cases, the cause of interruption of service shall be removed and remedied by grantee as promptly as possible.
(B) Grantee shall maintain an office in the city, or other location as approved by the City Council, which shall be open during normal business hours and in no event less than from 9:00 a.m. - 5:00 p.m. Monday - Friday exclusive of legal holidays. Further, said office shall have a publicly listed local telephone and shall be so operated to receive complaints and requests for repairs or adjustments on a 24-hour-a-day basis, seven days per week. This office shall have sufficient telephone service to permit subscribers to communicate with grantee without excessive delay. Notwithstanding anything to the contrary, grantee shall maintain customer service hours from 9:00 a.m. to 9:00 p.m. for telephone inquiries. The use of an answering machine, answering service or similar instrument shall not meet the requirements of the preceding sentence. Notice of this information shall be provided to all new subscribers at the time of subscription and to existing subscribers annually.
(C) All complaints by city, subscribers, or other persons regarding the quality of service, equipment malfunction, billing disputes, and any other matters relative to the system shall be investigated and responded to by a service representative of grantee within 24 hours. If the complainant is not satisfied by the action taken by the grantee, the complainant shall file a complaint with the City Council or its designate. Grantee must provide the City Council or its designate with a statement of the action taken to resolve the complaint and/or to preclude any recurrence of the complaint. The City Council or its designate shall cooperate with the company in rectifying the complaint.
(D) Grantee shall employ repair technicians capable of responding to and resolving requests for repair service within 24 hours following receipt of the subscriber complaint or request for repair service. Request for repairs or adjustments received prior to 2:00 p.m. shall be responded to the same day. In no event shall the response time for calls received after 2:00 p.m. exceed 24 hours. Service shall be restored as promptly as possible, and in all cases within three calendar days from receipt of the request for repair service. The cost of repair service maintenance of the system shall be borne by grantee. If service is not restored within 24 hours, the subscriber shall be credited on a pro rata basis for such loss of service.
(E) Grantee shall prepare and maintain a record of all complaints made to grantee. This record shall indicate the nature of each complaint, the date and time of receipt, the disposition of said complaint and the time and date thereof. This record shall be made available for inspection upon request by the city.
(F) Grantee shall maintain the system in conformance with this code and all applicable codes and shall handle service complaints consistent with this code and industry practice.
('77 Code, § 11.114) (Am. Ord. 982, passed 11-9-81; Am. Ord. 1125, passed 5-27-86; Am. Ord. 1202, passed 6-25-90)