(A) During the term of the franchise and any renewal thereof, the grantee shall maintain a central office for the purpose of receiving and resolving all complaints regarding the quality of service, equipment malfunctions, billing, and similar matters. The office must be reachable by a local and/or toll-free telephone call to receive complaints regarding quality of service, equipment functions and similar matters. The grantee will make good faith efforts to arrange for one or more payment locations in a central location where customers can pay bills or conduct other business activities.
(B) As subscribers are connected or reconnected to the system, the grantee shall, by appropriate means such as a card or brochure, furnish information concerning the procedures for making inquiries or complaints, including the name, address and local or toll free telephone number of the employee or employees or agent to whom such inquiries or complaints are to be addressed.
(C) When there have been similar complaints made, or where there exists other evidence, which, in the judgment of the municipality, in consultation with the grantee, casts doubt on the reliability or quality of cable service, the municipality shall have the right and authority to require the grantee to test, analyze and report on the performance of the system. The grantee shall fully cooperate with the municipality in performing such testing and shall prepare results and a report, if requested, within 30 days after notice. Such report shall include the following information:
(1) The nature of the complaint or problem that precipitated the special tests;
(2) The system component(s) tested;
(3) The equipment used and procedures employed in testing;
(4) The method, if any, in which such complaint or problem was resolved;
(5) Any other information pertinent to the tests and analysis which may be required.
(D) If, after receiving grantee's report, and after the grantee has completed any corrective action identified in the report, the municipality determines that reasonable evidence still exists of inadequate cable system performance, then the municipality may enlist an independent engineer at grantee's expense to perform tests and analysis directed toward such suspected failures to meet the requirements of this chapter. Grantee shall cooperate and permit such testing.
(E) The municipality shall require tests, analysis and reports covering specific subjects and characteristics based on complaints or other evidence only when the municipality has reasonable grounds to believe that the complaints or other evidence require that tests be performed to protect the public against substandard cable service.
(Ord. 2000-10, passed 4-10-00)