(A) The contractor shall maintain a regional office in the area which shall be open during the usual business hours, have a listed toll-free telephone number and be so operated that complaints and requests for repairs or adjustments may be received at any time, 24 hours per day.
(B) The contractor shall render efficient service, make repairs promptly, and interrupt service only for good cause and for the shortest time possible. Such interruptions, insofar as is possible, shall be preceded by notice, and shall occur during the period of minimum use of the system.
(C) The contractor shall limit failures to a minimum by locating and correcting malfunctions promptly, but in no event longer than 24 hours after receiving notice of same, except as provided herein.
(D) Should it be impossible or impractical to correct any malfunction within 24 hours or less, then each subscriber whose television reception is so disrupted shall receive a rebate from the contractor in the amount of one-thirtieth of such subscriber’s monthly charge for every additional 24-hour period that said subscriber’s television reception is so disrupted, unless that disruption in service was entirely beyond the contractor’s control.
(E) Any rebate made to any subscriber under this section, in any month, shall not exceed said subscriber’s normal monthly fee paid to the contractor.
(F) Complaint procedures shall be given to each new subscriber at the time of initial subscription to the CATV system. In the instance of existing subscribers, changes in complaint procedure shall be included with the next monthly billing. Further, the contractor shall, in writing, advise the City Clerk Treasurer of the procedures and personnel which shall be available for the handling of consumer complaints. The City Clerk Treasurer, or such other person as the City Council designates, shall be accorded an opportunity to review all consumer complaints and methods in which the same have been handled by the contractor.
(1990 Code, § 25.011) (Ord. 60, passed 8-14-1984; Ord. 60A, passed 5-26-1985)