1. Subscriber Information. At the time an installation or service agreement is to be signed or at the time Franchisee solicits residents, Franchisee shall furnish to each subscriber a simple but thorough written explanation of all services offered; the fees, charges, terms and conditions of such services; information regarding billing and service calls; complaints; information regarding the availability of parental control devices; and a complete statement of the subscriber’s right to privacy in conformance with 47 U.S.C. Section 551, as it may be amended. Thereafter, Franchisee shall provide subscribers with privacy information and other information, as required by FCC regulations, as amended. Such subscriber information shall be filed with the City concurrent with distribution to subscribers.
2. Business Offices and Personnel. Franchisee shall establish and maintain a business office within the City which shall, at a minimum, be open to receive payments and subscriber equipment for at least 40 hours per week, except for holiday periods. Franchisee shall also provide personnel, telephone service, including a locally listed telephone number, and other equipment, as needed within the area, to ensure timely, efficient, and effective service to consumers and 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.
3. Subscriber Complaints. Pursuant to Chapter 115 of this Code of Ordinances, Franchisee shall promptly respond to and resolve all subscriber complaints. However, nothing herein shall require Franchisee to maintain or repair any equipment not provided by it.
4. Major Outages. Franchisee shall maintain records of all major outages, defined as a discontinuation of cable service from one or more fiber nodes in the City. Such records shall indicate the estimated number of subscribers affected, the date and time of first notification or of Franchisee knowledge of the outage, the date and time service was restored, the cause of the outage, and a description of the corrective action taken. Such records shall be available to the City during normal business hours upon reasonable prior notice and retained in Franchisee’s files for not less than three (3) years. Upon written request of the City, a statistical summary of such records shall be prepared by Franchisee and submitted to the City annually.
5. Customer Handbook. Franchisee shall provide written customer policies or a handbook to all new subscribers and, thereafter, upon request. Franchisee’s written customer policies or handbook shall, at a minimum, comply with all notice requirements in Chapter 115 and regulations promulgated by the FCC. If Franchisee’s operating rules are changed, subscribers shall be notified in a timely manner. Rate and consumer complaint information will be distributed annually to subscribers. Franchisee shall file a consumer handbook with the City annually.
6. TDD. Within 180 days of the effective date of the franchise, Franchisee shall install a TDD machine to receive consumer messages from the hearing impaired.
7. Repair Calls. Franchisee shall offer subscribers repair service appointments in four-hour windows. The Franchisee shall endeavor to telephone the subscriber prior to arriving for a repair call. Franchisee will conduct repair calls on weekdays and Saturdays.
8. Installation. Subscriber service shall be installed within seven days of a request during normal operating conditions.
9. Administrative Fee and Disconnects. Administrative fees are charged on any accounts which have not been paid prior to the next billing cycle. Disconnection of accounts due to nonpayment occurs no sooner than after 45 days of due date.
10. Subscriber Bill. Franchisee shall include its name, address, and telephone number on the subscriber bill and the portion of the bill retained by the subscriber.