(A) The City of Lawrence adopts the Federal Communications Commission customer service standards, and the operator shall comply with these standards and any modifications to the standards adopted by the Federal Communications Commission during the term of its franchise.
(B) The operator shall maintain a local office within Marion County staffed with at least one customer service representative and with normal business hours, including evening hours at least two days a week. In addition, the operator shall have a listed telephone, and be so operated that complaints and requests for repairs or adjustments may be received at any time, whether the office is open or closed.
(C) Maintenance service shall be immediately available to correct major outages from 8:00 a.m. until 12:30 a.m. every day, including Saturdays, Sundays and holidays. Investigative action shall be initiated in response to all service calls, other than major outages, not later than the next business day after the call is received. Corrective action shall be completed as promptly as practicable.
(D) The operator shall provide consumer billing information at the time of installation, at least annually to all subscribers and at any time upon request. This information shall include written instructions that clearly set forth procedures for placing a service call or requesting an adjustment. These instructions shall also include a name, address and telephone number of the franchise administrator and a reminder that the subscriber can call or write for information regarding terms and conditions of the operator’s franchise if the operator fails to respond to the subscriber’s request for installation, service or adjustment within a reasonable period of time.
(E) In the event a subscriber does not obtain a satisfactory response or resolution to his or her request for service or an adjustment within a reasonable period of time, the subscriber may advise the Mayor of his or her dissatisfaction in writing, and the Mayor shall advise the City Clerk of all the complaints. The operator shall maintain records of customer complaints, of responses to customer complaints and of service calls in a form adequate for the Mayor to determine compliance with this article.
(F) All complaints and every rating filing (and supplementary filing) shall become the sole property of the City of Lawrence and will be available for public inspection unless otherwise properly designated as confidential by the complainant or operator in accordance with applicable law. The complainant or operator shall submit information which it believes is confidential separately in a sealed envelope marked “confidential,” or the City of Lawrence will treat the information as public. The complainant or operator cannot designate information as confidential after a filing is made.
(G) The Clerk shall rule on requests for confidentiality. If the City of Lawrence receives a request for information submitted by the operator as confidential and the City Clerk determines that, in the City Clerk’s judgment, the designation is inappropriate under applicable law, the City will treat the information as public unless the operator agrees to defend and indemnify the City from any and all losses, liabilities, claims, judgments and liens, including costs and attorney’s fees, arising out of or resulting from the City of Lawrence’s denial of a request for the information under Indiana’s public records law (I.C. 5-14-3 and its successors). An operator may appeal any decision that may result in release of information which the operator has designated as confidential within timelines contemplated within FCC regulations.
(H) The privacy of subscribers shall be protected in accordance with the provisions of § 631 of the Cable Communications Policy Act of 1984 (47 U.S.C. § 551).
Penalty, see § 1-1-2-3