(A) A cable operator shall maintain a local, toll-free or collect call telephone access line which will be available to its subscribers 24 hours a day, seven days a week.
(B) In addition:
(1) Trained company representatives will be available to respond to customer telephone inquiries during normal business hours;
(2) After normal business hours, the access line may be answered by a service or an automated response system, including an answering machine. Inquiries received after normal business hours must be responded to by a trained company representative on the next business day;
(3) A cable operator shall comply with any applicable FCC standards concerning customer response, installations, outages and service calls; and
(4) In order to assist the town in assessing the resolution of customer service requests, inquiries and complaints, a cable operator shall be required to keep and maintain service logs as required by the FCC, subject to any limitations imposed by state or federal law (including any subscriber privacy limitations).
(Prior Code, § 13.20.140) (Ord. 96-13.20, passed - -1996)