Skip to code content (skip section selection)
(a) A franchisee must maintain in its franchise area a business office open during normal business hours with a listed local telephone number and a sufficient number of telephone lines to allow reasonable access by subscribers and members of the public. When the business office is closed, the franchisee must have an answering machine or service to take complaints and inquiries.
(b) A franchisee must have personnel and equipment available at all times to locate and correct major system malfunctions. Major system malfunctions must be corrected without delay. Corrective action for all other malfunctions must be initiated as provided in the franchise agreement but not later than the next business day after the subscriber service call is received. Corrective action must be completed as promptly as possible.
(c) A franchise agreement must include procedures to investigate and resolve all complaints, including those regarding the quality of service and equipment malfunction.
(d) A franchisee must provide each subscriber at the time cable service is installed written instructions for placing a service call, filing a complaint, or requesting an adjustment. These instructions must include the name, address, and telephone number of the County office designated to handle subscriber complaints. Each subscriber must also be provided with a schedule of the subscriber's rates and charges, a copy of the service contract, delinquent subscriber disconnect and reconnect procedures, and a description of any other relevant franchisee subscriber policies. The franchisee must provide to the County a copy of all forms describing customer service policies and procedures when they are distributed to subscribers, and if possible, should provide these forms to the County before they are distributed. All forms must be conspicuously posted in the franchisee's local business office.
(e) A franchisee may interrupt service on the cable system only for good cause and, except in emergency situations, only after prior notice to subscribers and the County of the anticipated service interruption. Any interruption must be for the shortest time possible.
(f) A franchisee must maintain a complete record of service complaints received and action taken. These records must be open to the County for inspection during normal business hours. A monthly summary of such records must be submitted to the County by all franchisees except limited franchisees. A limited franchisee must submit reports as required in the franchise agreement. Complaint records must be retained for 3 years.
(g) (1) A franchisee must promptly remove all its facilities and equipment from the subscriber's premises if service is terminated and the subscriber requests removal.
(2) Notwithstanding paragraph (1), a franchisee may disconnect and abandon facilities and equipment where removal is impractical, such as with buried cable or internal wiring. (FY 1991 L.M.C., ch. 3, § 1; 2006 L.M.C., ch. 34, § 1.)