The licensee’s subscriber complaint procedures shall include, but not be limited to the following:
(a) Response to Subscriber Complaints. Except as provided in § 42.0541(d), responses to subscriber complaints shall be initiated within one business day of receipt. Resolution of the complaint, unless for good cause shown, shall be accomplished by the licensee not later than five business days after receipt of the complaint. If a subscriber has notified the licensee in writing that a bill or any portion thereof is in dispute, the licensee shall not terminate service pending resolution of the dispute, nor shall the account be turned over or reported to a collection agency, provided that the remaining balance of the bill is current. A bill shall not be considered in dispute solely by reason of nonpayment by the subscriber.
(b) Subscriber Complaint Record. The licensee shall maintain a written and/or computerized subscriber complaint record containing the following information:
(1) Date and time of subscriber complaint;
(2) Identification of the complainant by name, address, and telephone number;
(3) Description of the nature of the complaint; and
(4) A record of when and what action was taken by the licensee to resolve the complaint.
The complaint record shall be kept at the licensee’s local office for a period of three years after receipt of any complaint. A copy of said subscriber complaint record shall be made available in accordance with applicable confidentiality laws by the licensee to the Director upon his request.
(c) Outage Log. The licensee shall maintain an outage log showing the date, approximate time and duration, type, and probable cause of all head-end, trunk, or distribution line service failures occurring within the calendar year. Each log shall be kept for a minimum period of three years after the close of that calendar year. The log shall also include information relating to routine testing or scheduled maintenance outages. A copy of such outage log shall be provided by the licensee to the Director upon request.
(d) Special Tests and Reports. When substantiated complaints result in an unresolved controversy involving significant noncompliance with license standards, or when circumstances exist which, in the judgment of the Director, cast doubt upon the reliability or quality of cable service, the Director may require the licensee, at the licensee’s cost, to test, analyze, and provide a written report on the performance of the system as provided in § 42.0538. Said report shall be delivered to the Director, no later than 30 days after the licensee is notified in writing of the required report. The Director may require at licensee’s expense that these tests and analyses be supervised by an independent professional engineer acceptable to the County. Test reports shall be forwarded to the Director with interpretation of the test results and recommending actions to be taken.
(e) Subscriber Terminal Tests. The licensee shall, upon reasonable request or complaint by a subscriber, perform such tests as necessary at the subscriber’s terminal to establish whether a signal of requisite quality is being delivered to the subscriber’s premises. The results of such test(s) shall be communicated to the subscriber as soon as the test is completed and evaluated, and in no event later than ten days after the test has been concluded.
(Ord. 1281, passed - -1966; Am. Ord. 2053, passed - -1976; Am. Ord. 2667, passed - -1982; Am. Ord. 3440, passed - -1991)