A. An MCS provider shall be required to keep and maintain service inquiry logs, subject to any limitations imposed by State or Federal law, including (for MCS providers classified as cable operators) any subscriber privacy limitations imposed by the CCPA.
B. The purpose of the service inquiry logs is to assist the City in assessing the type, degree, and rate of resolution of customer service requests, inquiries, and complaints.
C. At a minimum, the service inquiry logs should contain the following:
1. the time and date of initial receipt of any service request, inquiry, or complaint, together with the time and date of initial response to that service request, inquiry or complaint;
2. the nature of the service request, inquiry, or complaint;
3. the precise action taken by an MCS provider in order to resolve the service inquiry, request, or complaint;
4. whether the service request, inquiry, or complaint was resolved by allowing a credit or refund of some sort; and
5. the area, location, or quadrant of the City where the service request, inquiry, or request was generated.
D. In addition to any other right of inspection that the Council/franchising authority may possess, it shall have the right to review and inspect a compilation of such logs. However, the Council/franchising authority shall not have the right of access, review, or inspection for any service inquiry logs or any information contained within service inquiry logs that are otherwise protected from access, review, or inspection by State or Federal law.
E. This Section does not require MCS providers to maintain service inquiry logs on scheduled installations.