(a) The Village, through the Village Administrator, has the primary responsibility for the continuing administration of this chapter, the contract and implementation of complaint procedures.
(b) During the term of the contract, and any renewal thereof, the Company shall maintain a business office in the Village for the purpose of receiving and resolving all complaints regarding the quality of service, equipment malfunctions, and similar matters. The office must be reachable by a local, toll-free telephone call to receive complaints regarding quality of service, equipment malfunctions and similar matters. The local office shall be open to receive inquiries or complaints from subscribers during normal business hours, Monday through Friday, excluding legal holidays. The Company shall provide the means to accept complaint calls twenty- four hours a day, seven days a week. Any service complaints shall be remedied within forty-eight hours of receipt. The Company shall keep a maintenance service log which will indicate the nature of each service complaint, the date and time it was received, the disposition of the complaint and the time and date thereof. The log shall be made available for periodic inspection by the Village.
(c) As subscribers are connected or reconnected to the system the Company 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 employee or employees or agent to whom such inquiries or complaints are to be addressed, and furnish information concerning the Village office responsible for the administration of the contract, including but not limited to the address and telephone of the office.
(d) 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 cable service, the Village shall have the right and authority to require that the Company test, analyze and report on the performance of the system. The Company shall fully cooperate with the Village in performing such testing and shall prepare results and a report, if requested, within thirty days after 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.
(5) Any other information pertinent to such tests and analysis which may be required.
(e) The Village may require that tests be supervised, at Company's expense, by a professional engineer, not on the permanent staff of the Company. The engineer shall sign all records of special tests and forward to the Village such records with a report interpreting the results of the tests and recommending actions to be taken. (Ord. 12-83. Passed 2-15-83.)