(A) A franchise must maintain in the city a business office or agent open during normal business hours with a listed local or toll free telephone number and employ a sufficient number of telephone lines to allow reasonable access by subscribers and members of the public. When the business office is closed, an answering machine or service capable of receiving service complaints and inquiries must be employed.
(B) A franchisee must have available at all times personnel, equipment and procedures capable of locating and correcting major system malfunctions. Major system malfunctions must be corrected without delay. Under normal business conditions, corrective action for all other malfunctions must be initiated not later than the next business day after the subscriber service call is received and must be completed as promptly as possible under the circumstances.
(C) (1) A franchisee must provide each subscriber at the time cable service is installed written instructions for placing a service call, filing a complaint, or requesting an adjustment.
(2) Each subscriber at the time cable service is installed must also be provided with a schedule of the subscriber's standard rates and charges, a copy of the service contract, and delinquent customer disconnect and reconnect procedures.
(D) (1) A franchisee must maintain a record of service complaints requiring on site technical attention and an outage log. The records shall include actions taken by the franchisee.
(2) Subject to the provisions of 47 U.S.C. § 551, these records must be open to the city for inspection during normal business hours.
(3) Such records must be retained for not less than two years.
(1989 Code, § 115.45) (Ord. 1988, passed 11-9-1992)