(A) A grantee shall maintain an office in the franchise area which shall be open during all usual business hours, have a publicly listed toll-free telephone, and be so operated to receive user complaints and requests for repairs or adjustments on a 24-hour a day basis. A written log shall be maintained listing all complaints, the name and address of the user, and the disposition of each complaint.
(B) A grantee shall render efficient service, make repairs promptly, and interrupt service only for good cause and for the shortest time possible. Such interruptions, insofar as possible, shall be preceded by notice and shall occur during period of minimum use of the system. A written log shall be maintained for all service interruptions.
(C) A grantee shall maintain a repair force of technical personnel capable of responding to user complaints, system outages, or requests for service within 24 hours after receipt of the complaint or request. No charge shall be made to a user in the event of a system outage, or if a repair is the result of a problem with the grantee’s system.
(D) A grantee shall furnish each user, at the time service is installed, written instructions that clearly set forth procedures, 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 grantor office responsible for administration of a franchise with the address and telephone number of the office.
(2011 Code, § 14.28.030) Penalty, see § 114.999