(A) The company shall operate and maintain within 1 of the cities of LaSalle, Oglesby, Peru and Spring Valley a business office (business office) and agent for the purpose of receiving inquiries, requests and complaints concerning all aspects of the establishment, construction, maintenance, and operation of the system and the payment of subscribers’ service charges. The office shall have a listed telephone and shall be open during reasonable business hours.
(B) The company shall respond to and resolve subscribers’ complaints or requests for service in connection with repairs and maintenance and malfunctions of the system. The company shall respond as soon as possible to such complaints or request, but in any event not more than 24 hours after receipt of the complaint.
(C) The company shall file with the municipality copies of all of its rules and regulations in connection with the handling of inquiries, requests and complaints. The company shall furnish in writing to subscribers at the time they connect to the system information concerning procedures for making inquiries, requests and complaints about the system. The information shall at least include names, addresses and telephone numbers of the business office and agent. The company shall provide such information as will reasonably permit subscribers to effectively submit inquiries, requests and complaints and to obtain satisfactory resolution or handling in connection with the quality of the company’s delivery of services.
(D) The company shall keep full records in connection with all inquiries, complaints and requests for service or information in connection with the system at its business office for a period of 1 year. Minimally, such records shall identify the method and time of resolution of the matter in question and the date of the action taken by the company in connection with the contact.
(E) The company shall provide 30-days’ advance written notice of any change in channel assignment or in the video program service provided over any system channel.
(F) The company shall inform subscribers, via written notice, that comments on programming and channel position changes are being recorded by a designated office of the municipality.
(Ord. 1416, passed 5-25-1993)