(A) The company shall establish, operate and maintain in the town a business office and 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 have a listed, local, toll-free or collect telephone number for service calls and the telephone service shall be available 24 hours a day, 7 days a week according to FCC guidelines. The number shall be made available to subscribers and the general public.
(C) 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 timeframe established by the FCC.
(D) The grantee shall prepare and file with the town 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 town office responsible for the administration of the franchise, including but not limited to the address and telephone number of the office.
(E) The grantee shall keep full records, as prescribed by the FCC, in connection with customer service standards.
(F) The town may review and monitor unresolved customer complaints.