A. The company shall respond to and resolve subscribers' complaints or requests for service in conjunction with repairs and maintenance and malfunctions of system facilities. The company shall respond as soon as possible on such complaints and requests, but in any event not more than twenty four (24) hours after receipt of the complaint.
B. The company will provide to the village a payment center in New Lenox for the purpose of receiving payments during reasonable hours unless otherwise mutually agreed by the municipality and the company.
C. The company shall file with the municipality copies of all of its rules and regulations in connection with the handling of inquiries, requests and complaints. The company shall furnish, in writing, to subscribers at the time they connect to the system, information concerning procedures for making inquiries, requests and complaints about the system. The information shall at least include names, addresses and telephone numbers of the business office and agent. The company shall provide such information as will reasonably permit subscribers to effectively submit inquiries, requests and complaints and to obtain satisfactory resolution or handling in connection therewith, especially in connection with the quality of the company's delivery of services.
D. The company shall keep full records in connection with all inquiries, complaints and requests in connection with the system. Minimally, such records shall identify the person in contact, the subject matter of the contact and the resolution of the matter in question or the action taken by the company in connection with the contact.
E. The company will provide a toll free telephone number for the purpose of service inquiries, billing inquiries, or cable business in general. (Ord. 1019, 11-25-1985)