A. Toll Free Telephone Number; Repair Service: The franchisee shall provide a toll free telephone number for subscriber complaints and shall maintain a repair service capable of responding to subscriber complaints or requests for service within twenty four (24) hours after receipt of the complaint or request.
B. Interruption Of Service: Whenever it is necessary to shut off or interrupt services for the purpose of making repairs, adjustments or installation, the franchisee shall do so during periods of minimum use by subscribers. Unless such interruption is unforeseen, the franchisee shall give reasonable notice thereof to the subscribers affected. All costs incurred in making such repairs, adjustments, or installation shall be borne by the franchisee unless otherwise provided for in this chapter or subscriber contract.
C. Complaints: All complaints by the franchisor, subscribers, or other citizens regarding the quality of service, equipment malfunction, billing disputes, and any other matters relative to the cable television system shall be investigated by the franchisee within twenty four (24) hours. The franchisee shall rectify the cause of the complaint if reasonably possible. If a subscriber or citizen complaint cannot be resolved within ten (10) days, the complainant may then file the complaint with the city clerk-treasurer who shall inform the Sabin citizens' advisory cable board that the franchisee and complainant have been unable to resolve the complaint. The franchisor or complainant may file a written complaint with the citizens' advisory cable board. The Sabin citizens' advisory cable board will then schedule a date and time for a hearing on said complaint and give the franchisor, the complainant and the franchisee seven (7) days' written notice in advance of said hearing. At said hearing, each party shall have a right to be heard and to be represented by counsel. The decision of the citizens' advisory cable board may be appealed to the city council, provided a written notice of appeal be filed with the city clerk-treasurer within fifteen (15) days after the date of receipt of written notice of the decision of the citizens' advisory cable board. Consideration on appeal by the city council will be of the evidence and records produced at the hearing before the citizens' advisory cable board and will not be a hearing de novo. (Ord. 115, 4-10-1990)