(a) The Village Administrator, Clerk, and highest elected official, as appropriate, is designated by the Village Board as having primary responsibility for the continuing administration of the franchise, and for implementation of complaint procedures.
(b) The grantee shall maintain an office which shall be open during all usual business hours, having a publicly-listed toll-free telephone and be so operated that complaints and requests for repairs or adjustments may be received on a 24-hour basis.
(c) The grantee shall maintain a repair and maintenance crew capable of responding to subscriber’s complaints or requests for service within 48 hours after receipt of the complaint or request.
(d) The grantee shall establish procedures for receiving, acting upon, and resolving subscriber complaints to the satisfaction of the Village Board. The grantee shall furnish a notice of such procedures to each subscriber at the time of initial subscription to the system.
(e) If a customer complaint is not resolved to the mutual satisfaction of the customer or the grantee, either the customer or the grantee may request that the matter be presented to the Village Board for a hearing and resolution.
(f) When there have been similar complaints made or when there exists other evidence, which, in the judgment of the Village Board, casts doubt on the reliability or quality of cable service, the Village Board shall have the right and authority to compel the grantee to test, analyze, and report on the performance of the system. Such report shall be delivered to the Village Board no later than 14 days after the Village Board formally notifies the grantee, and shall include the following information: the nature of the complaints which precipitated the special tests; what system component was tested; the equipment used and procedures employed in such testing; the results of such tests; and the method in which the complaints were resolved.
(g) The test and analysis should be supervised by a professional engineer not on a permanent staff of the company who shall sign all records of the special tests and forward to the Village Board such records with a report interpreting the results of the tests and recommending actions to be taken by the village. The grantee shall pay 50% of supervising engineer’s costs, and the village shall pay the balance.
(Prior Code, § 9-3-16)