(A) Subscriber notice of complaint procedures. The franchisee shall establish procedures for receiving, acting upon, and resolving subscriber complaints to the satisfaction of the Council. The franchisee shall furnish a notice of the procedures to each subscriber at the time of initial subscription to the system.
(B) Complaint records. The franchisee shall maintain a written record or “log,” listing date and time of customer complaints, identifying the subscriber and describing the nature of the complaints and when and what action was taken by the franchisee in response thereto. The record shall be kept at franchisee’s local office, reflecting the operations to date for a period of at least one year, and shall be available for inspection during regular business hours without further notice or demand by the Council.
(C) Repetition of similar complaints. When there have been similar complaints made or where there exists other evidence, which, in the judgment of the Council, casts doubt on the reliability or quality of cable service, the Council shall have the right and authority to compel the franchisee to test, analyze, and report on the performance of the system. The test or tests shall be made, and the reports of the test or tests shall be delivered to the city no later than 14 days after the city formally notifies the franchisee.
(1) The report shall include the following information:
(a) The nature of the complaint which precipitated the special tests;
(b) The equipment used and procedures employed in the testing;
(c) What system component was tested;
(d) The method in which the complaints were recorded; and
(e) Any other information pertinent to the special test shall be recorded.
(2) The city’s right under this provision shall be limited to requiring tests, analysis, and reports covering specific subjects and characteristics based on the complaints or other evidence when and under the circumstances as the city has reasonable grounds to believe that the complaints or other evidence require that tests be performed to protect the public against substandard cable service.
(1972 Code, § 10-731) (Ord. 638, passed 4-15-1980)