(a) During the term of the franchise, the grantee shall maintain a local or toll-free telephone number for the purpose of receiving and resolving all complaints regarding the quality of service, equipment malfunctions, billing inquiries and similar matters. The grantee shall provide trained personnel to receive and process telephone and in-person calls concerning service problems during normal business hours. Outside of normal business hours, the grantee may provide an answering service or answering machine to receive telephone calls concerning service problems.
(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 telephone number where 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 village casts doubt on the reliability or quality of the system, the village shall have the right and authority to require that the grantee test, analyze and report on the performance of the system. The grantee shall fully cooperate with the village in performing such testing and shall prepare results and a report, if requested, within 30 days of notice. Such report shall include the following information:
(1) The nature of the complaint or problem which precipitated the special tests;
(2) What system component was tested;
(3) The equipment used and procedures employed in testing;
(4) The method, if any, in which such complaint or problem was resolved; and
(5) Any other information pertinent to said tests and analysis which may be required.
(d) The village may require that tests be monitored by a professional engineer selected by the village at the village’s expense.
(Ord. 9-97, passed 8-11-1997)