(A) The franchisee shall keep an accurate log listing chronologically all complaints and trouble calls received from its subscribers. This log shall include appropriate identification of the subscriber and service affected, the time, date and nature of the report, the action taken to clear trouble or satisfy the complaint and the date and time of final disposition. This log shall be kept on file for five days and shall be available for inspection by the Town Administrator/Town Clerk upon request at any time within this period. The franchisee shall submit to the Board of Alderpersons each month a summary of the number and types of complaints received.
(Prior Code, § 4.1-19)
(B) For recurrent complaints regarding service deficiencies other than total or partial loss of service, as “ghosting,” weak audio signal, distortion and the like, the Town Administrator/Town Clerk may require the franchisee to investigate and report to him or her the causes and cures thereof and the Town Administrator/Town Clerk may also conduct his or her own investigation. Thereafter, the Town Administrator/Town Clerk may order specified remedial action to be taken within reasonably feasible time limits. If the action is not taken or is ineffective or if, within 30 days the franchisee files with the Board of Alderpersons a notice of objection to the order, the Board of Alderpersons may conduct a hearing and may, if the evidence warrants a finding of fault on the part of the franchisee, take appropriate action pursuant to the terms of this chapter.
(Prior Code, § 4.1-20)
(C) A franchisee shall ensure that all subscribers, programmers and members of the general public have recourse to a satisfactory hearing of any complaint. The Board shall work closely with a franchisee and members of the public to establish procedures for handling and settling complaints. A franchisee shall present to the Board of Alderpersons for its approval, no later than six months after the execution of the franchise agreement, a set of rules, regulations and procedures reasonably designed for the prompt handling and settling of complaints.
(Prior Code, § 4.1-21) (Ord. passed 9-19-1979)