(A) The Cable Board is designated as having primary responsibility for the continuing administration of the franchise and implementation of complaint procedures.
(B) During the term of the franchise, and any renewal thereof, the company shall maintain a local business office for the purpose of receiving and resolving all complaints regarding the quality of service, equipment malfunctions, and similar matters. The office must be reachable by a local, toll-free telephone call to receive complaints regarding quality of service, equipment malfunctions and similar matters. The local office shall be open to receive inquiries or complaints from subscribers during normal business hours, and in no event less than 9:00 a.m. to 5:00 p.m., Monday through Friday, excluding legal holidays. The company shall provide the means to accept complaint calls 24 hours a day, seven days a week. Any service complaints shall be investigated within 48 hours of receipt. The company shall keep a maintenance service log which will indicate the nature of each service complaint, the date and time it was received, the disposition of the complaint and the time and date thereof. This log shall be made available for periodic inspection by the Board.
(C) As subscribers are connected or reconnected to the system, the company shall, by appropriate means, such as a card or brochure, furnish information 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 administration of the franchise with the address and telephone number of the office.
(D) When there have been similar complaints made, or where there exists other evidence which, in the judgment of the Cable Board, casts doubt on the reliability or quality of cable service, the Board shall have the right and authority to require the company to test, analyze, and report on the performance of the system. The company shall fully cooperate with the Board in performing such testing and shall prepare results and a report, if requested, within 30 days after notice. Such report shall include the following information:
(1) The nature of the complaint or problem which precipitated the special tests.
(2) What system component was tested.
(3) The equipment used and procedures employed in testing.
(4) The method, if any, in which such complaint or problem was resolved.
(5) Any other information pertinent to said tests and analysis which may be required.
(E) The Board may require that tests be supervised, at the company's expense, by a professional engineer not on the permanent staff of the company. The engineer should sign all records of special tests and forward to the Board such records with a report interpreting the results of the tests and recommending actions to be taken.
(F) The Board's right under this section shall be limited to requiring tests, analyses, and reports covering specific subjects and characteristics based on the complaints or other evidence when and under such circumstances as the Board has reasonable grounds to believe that the complaints or other evidence require that tests be performed to protect the public against substandard cable service.
(Ord. 450.1, passed 12-4-80)