(A) The grantee shall maintain an office with telephone service in a place reasonably accessible to residents of the city, for so long as it continues to operate the system hereunder, and hereby designates the office as the place where all notices, directions, orders and requests may be served or delivered under this franchise. The grantee shall file a notification with the city whenever the address is changed.
(B) All complaints against the grantee relating to its performance under this franchise, including but not limited to those concerning quality of service, equipment malfunctions and billing disputes, shall be received at the office required by division (A) above by duly-authorized employees. All complaints so received will be turned over to the head of the department to which the complaint relates. The manager of the system shall establish a follow-up procedure for all complaints other than those concerning equipment or system malfunction, so that the resolution of all complaints shall be reviewed weekly.
(C) Regarding complaints of equipment or system malfunction, the grantee shall respond to the complaints within 24 hours after receipt thereof and correct malfunctions as promptly as possible. The grantee shall provide a daily pro-rata credit to any subscriber who is without service for any continuous period in excess of 24 hours due to the fault of the grantee.
(Prior Code, § 115.12) (Ord. 4565, passed 11-13-1979) Penalty, see § 115.99