(a) A Grantee shall maintain a local business office for the purpose of receiving inquiries, complaints and requests for repairs or adjustments from its customers and the general public. Such office or listing shall be so operated that complaints and requests for repairs or adjustments may be received and processed with a minimum delay. Provision shall also be made for telephonically receiving service interruption calls on a twenty-four hour basis.
(b) A Grantee shall maintain a repair and maintenance crew capable of responding to subscriber complaints within a normal service interval provided that the subscriber or his/her representative is available during this period at the premises to be serviced. No charge shall be made to the subscriber for this service unless the complaint is due to a set malfunction of which the subscriber has previously been notified by the Grantee.
(c) Any verbal, telephonic or written complaint relating to the quality or continuity of service shall be attended to within the normal service interval.
(d) A Grantee shall establish and maintain procedures for receiving, acting upon and resolving subscriber complaints. In addition, a Grantee shall maintain a written record, or "log" listing date and time of customer complaints, identifying the subscriber, and describing the nature of the complaints and when and what action was taken by the Grantee in response thereto. Such records reflecting operational performance shall be kept for a minimum of two years at the Grantee's local office and be made available during regular business hours.
(e) Upon request, Grantee shall credit a subscriber's account for each full day that service is not restored beyond the normal service interval provided that the subscriber or his/her representative is available during this period at the premises to be serviced. Such credit shall be for an amount equal to 1/30th of the subscriber's monthly service charge. Credit shall only be granted for total loss of service or loss of an entire level of service. Credit shall not be granted under the following conditions:
(1) Disconnection for non-payment of service.
(2) Disconnection upon request after the beginning of a billing period.
(3) Grantee is unable to gain access to the subscriber's residence at reasonable times.
This provision shall not apply if such delay is occasioned because of an Act of God, strike, national emergency or any other circumstance beyond the control of the Grantee.
Similarly, this provision shall not apply to service requests or complaints pertaining to television set malfunction, unauthorized changes made by subscribers to any part of the cable system, or other breakdowns not related to the operation of the cable television system.
(Ord. 58-1989. Passed 5-1-89.)