(A) (1) The grantee 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 24 hours after receipt of the complaint or request for service.
(2) All complaints by the city, subscribers, or other citizens regarding the quality of service, equipment malfunction, billing disputes, and any other matters relative to the cable system shall be investigated by the grantee within 24 hours. The grantee shall rectify the cause of the complaint if reasonably possible. If a subscriber or citizen complaint is not resolved within ten working days the complainant may then file the complaint with the city. After consideration of the complaint and a finding that the grantee is at fault, the city may enact the provisions for termination of the franchise.
(B) Whenever it is necessary to shut off or interrupt services for the purpose of making repairs, adjustments, or installations, the grantee shall do so during periods of minimum use by subscribers. Unless such interruption is unforeseen, the grantee shall give reasonable notice thereof to the subscribers affected.
(Ord. 51, passed 4-12-83)