(A) The company shall establish, operate, and maintain in the town a business office and maintenance and repair facility for the purpose of receiving inquiries, requests, and complaints concerning all aspects of the construction, installation, operation, and maintenance of the system and for the payment of subscribers’ service charges.
(B) The grantee shall have a listed, locally staffed telephone number for service calls, and the telephone service shall be available 24 hours a day, seven days a week.
(C) The grantee shall respond to and resolve subscribers’ complaints or requests for service in connection with repairs and maintenance and malfunctions of system facilities. The grantee shall respond as quickly as possible to the complaints and requests. Complaints or requests which may pose a potential health and safety hazard will be responded to immediately. In connection with billing complaints, the grantee shall respond within seven business days.
(D) The grantee shall prepare and file with the town copies of all of its rules and regulations in connection with the handling of inquiries, requests, and complaints. 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 of the office or agent to whom the inquiries or complaints are to be addressed, and furnish information concerning the town office responsible for the administration of the franchise, including, but not limited to, the address and telephone number of the office.
(E) The grantee shall keep full records in connection with all complaints and requests in the nature of complaints in connection with the system. The records shall identify the person contacting the grantee and the person responding on behalf of the grantee, the subject matter of the contract, the date and time it was received, the resolution of the matter in question or the action taken by the grantee in connection with the contact, and the date and time thereof, and any other information as may be deemed pertinent by the grantee. These records shall be made available for periodic inspection by the town after 48 hours notice to grantee.
(F) The grantee shall service or replace without charge all equipment provided by it to the subscriber, provided, however, that the grantee may charge a subscriber for service to or replacement of any equipment damaged directly or indirectly by a subscriber.
(G) The town may review and monitor unresolved customer complaints.
(H) In the event that any subscriber is interrupted for 24 or more consecutive hours due to causes within the grantee’s control, the grantee shall provide a prorated rebate of monthly fees to the affected subscriber upon the subscriber’s request.
(Ord. passed 10-13-1998)