Unless the City Manager waives the requirement, a franchisee shall at all times maintain:
(A) Complaint records. Records of all complaints received, their nature and resolution. The term COMPLAINTS refers to complaints about any aspect of the franchisee's operations or customer service.
(B) Outage records. Records of outages known to the franchisee, their cause and duration.
(C) Complaint response. Records of service calls for repair and maintenance indicating the date and time service was requested, the date of acknowledgment and date and time service was scheduled (if it was scheduled), and the date and time service was provided, and (if different) the date and time the problem was solved.
(D) Installation records. Records of installation/reconnection and requests for service extension, indicating date of request, date of acknowledgment, and the date and time service was extended.
(E) Customer service. Records sufficient to show whether the franchisee has complied with each customer service standard that applies to it.
(Ord. 678-C.S., passed 4-20-04)