(A) The company shall establish, operate, and maintain in the county 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 subscriber service charges, and providing facilities for the production of programming.
(B) The grantee shall have a listed, local, toll- free, or collect telephone number for service calls, and such telephone service shall be available 24 hours a day, seven days a week, according to FCC guide- lines. Said number shall be made available to subscribers and the general public. The grantee shall provide an unlisted telephone number to the county and utility companies to enable the county or utility companies to reach the grantee in case of emergency.
(C) The grantee shall respond to and resolve subscriber 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 such complaints and requests but shall in any case respond within 24 hours. Complaints or requests which may pose a potential health and safety hazard will be responded to immediately. In connection with billing complaints, the grantee shall respond within seven business days.
(D) The grantee shall prepare and file with the county 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 informa- tion concerning the procedures for making inquiries or complaints, including the name, address, and local telephone number of the employee or employees or agent to whom such inquiries or complaints are to be addressed and furnish information concerning the county office responsible for the administration of the franchise, including but not limited to the address and telephone number of said office.
(E) The grantee shall keep full records in connection with all inquiries, complaints, and requests in connection with the system. Such records shall identify the person contacting the grantee, the person responding on behalf of the grantee, the subject matter of the contact, the date and time it was received, the resolution of the matter in question or the action taken by the grantee in connection with the contact, and the date and time thereof, and such other information as may be deemed pertinent by the grantee. These records shall be made available for periodic inspection by the county.
(F) The grantee shall service or replace without charge all equipment provided by it to the subscriber, provided, however, that the grantee may charge a subscriber for service to or replacement of any equipment damaged due to negligence of such subscriber or lost or stolen from the subscriber's residence or place of business.
(G) The county may review and monitor unresolved customer complaints.
(Ord. passed 12-2-96)