(a) General. TWC shall maintain all on-line computer subscriber information for a minimum of twelve (12) months. Microfiche copies of computerized subscriber records will be maintained for a minimum of three (3) years. Written subscriber correspondence will be maintained for a minimum of twelve (12) months. These records shall be assembled continuously.
(b) Complaint Records. TWC shall maintain complaint records, which shall record the date and time a complaint is received, the name and address of the affected subscriber, a description of the nature of the complaint, the date of resolution, and a description of the resolution.
(c) Records of Requests for Cable Service. TWC shall keep records capable of showing all requests for cable service, which shall contain, with respect to each request for service, the name and address of the person requesting service, the date on which service was initially requested, the date and appointment period on which service was initially scheduled to be provided and the date and appointment period service was actually provided.
(d) Records of Repair Service Requests. TWC shall keep records capable of showing all requests for repair service and information on outage correction (to the extent available with respect to each of the following types of information), which shall show, at a minimum, the name and address of the affected subscriber, the date and the approximate time of request, the date and approximate time TWC responds, the date and approximate time service is restored, and the type and the probable cause of the problem. Such records shall also describe the corrective action taken, if any, and in the case of outages shall estimate the number of subscribers affected. For the purposes of this section, "time" means the time of request or appointment period, as applicable.
(Ord. 1994-51. Passed 8-9-94.)