(A) The franchisee shall render efficient service, make repairs promptly, and interrupt service only for good cause and for the shortest time possible. Such interruptions, insofar as possible, shall be preceded by notice and shall occur during periods of minimum use of the system. Upon receipt of a complaint regarding the quality of service, equipment malfunctions and similar matters, the franchisee shall promptly investigate such complaint as set forth below.
(B) The franchisee shall give a publicly listed telephone which shall be operated so that complaints and requests for repairs may be received on a 24 hour a day basis. The franchisee shall respond to service complaints within 24 hours of their receipt. Resolution of such service complaints shall be made promptly.
(C) The subscriber shall not be responsible for payment for cable television service for any period in excess of 24 hours during which service was not provided; provided that the complaint has been documented prior to the onset of the 24-hour period.
(D) The franchisee shall advise all subscribers of the complaint procedures and standards of service in writing within 90 days of the date of the acceptance of the franchise.
(E) Companies shall maintain work orders or similar service records of each complaint, including the date of notification thereof and the nature of the complaint, and the means in which it was resolved. Such records shall be maintained for a reasonable period of time and shall be available to township when subscriber complaints are made directly to the township.
(Ord. 91, passed 12-10-1991)