(A) The City Manager is specified by the city as having primary responsibility for the continuing administration of the franchise and implementation of complaint procedures.
(B) The Grantee shall maintain an office or location in the city for the payment of bills , which shall be open during all usual business hours. In addition, the Grantee shall have a publicly listed telephone, and be so operated that complaints and requests for repairs or adjustments may be received on a 24-hour basis.
(C) The Grantee shall maintain a repair and maintenance crew capable of responding to subscriber complaints or requests for service within 24 hours after receipt of the complaint or request.
(D) The Grantee shall establish procedures for receiving, acting upon, and resolving subscriber complaints to the reasonable satisfaction of the City Manager. The Grantee shall furnish a notice of these procedures to each subscriber at the time of initial subscription to the system.
(E) In the event that a subscriber complaint is not resolved to the mutual satisfaction of the subscriber or the Grantee, either the subscriber or the Grantee may request that the matter be presented to the Council or to a body designated by the Council for a hearing and resolution.
(F) When there have been similar complaints made or when there exists other evidence, which, in the judgment of the Council, casts doubt on the reliability or quality of cable service, the Council shall have the right and authority to compel the Grantee to test, analyze, and report on the performance of the System. The report shall be delivered to the Council no later than 14 days after the Council formally notifies the Grantee, and shall include the nature of the complaints which precipitated the special tests; what system component was tested, the equipment used, and procedures employed in testing; the results of the tests; and the method in which the complaints were resolved.
(G) Tests and analyses shall be supervised by a professional engineer not on the permanent staff of the company. The costs of these tests shall be paid for by the Grantee, but the engineer shall be acting under the direction of the city. The aforesaid engineer should sign all records of the special tests and
forward to the Council the records with a report interpreting the results of the tests and recommending actions to be taken by the city.
(‘83 Code, § 123.17) (Ord. 82-036, passed 6-21-82; Am. Ord. 96-003, passed 4-1-96) Penalty, see § 121.99