(A) Except in times of a natural or man-made emergency, or an appointment scheduled with the mutual consent of a subscriber, the operator shall respond to the service requests and complaints of subscribers within 36 hours after the need for service becomes known. Moreover, except in emergency situations, the operator shall inform the customer whether the service call is scheduled for the morning, afternoon, or evening hours. If the service call has to be canceled or rearranged, unless the subscriber decides otherwise, the operator shall make every effort to notify the customer as soon as possible, and to re-schedule the service call.
(B) The operator may rank-order service calls in order of severity. Total outages will take precedence over area outages; area outages take precedence over a single home; and a multichannel problem takes precedence over a single channel problem.
(Ord. O-19-08, passed 11-11-08)