(a) A Company shall establish, operate and maintain in the Village a business office and agent for the purpose of receiving inquiries, requests and complaints concerning all aspects of the establishment, construction, maintenance and operation of the System, and the payment of Subscribers' service charges. The office shall have a listed local telephone number, and shall be open and sufficiently manned during reasonable business hours. A Company shall have a local listed telephone number for service calls, and such telephone service shall be available twenty-four (24) hours a day, seven (7) days a week. Said number shall be made available to the Subscribers and the general public.
(b) Customer Service. During the term of a Grant, a Company shall provide customer service in concert with the standards established by the FCC. To validate agreement with these standards, a Company shall keep maintenance service records that will indicate the nature of all service complaints, date and time the complaint was received, the disposition of such complaints and the time and date thereof. These records shall be available for inspection by the Village. A Company shall maintain all service complaint records for a minimum period of three years.