(A) A grantee shall maintain a local business office within the city limits. Inquiries or complaints shall be received during normal business hours, 9:00 a.m. to 5:00 p.m., Monday through Friday at the local business office or by a toll free telephone number. All complaints and inquiries will be investigated, responded to or acted upon as promptly as practical, and unless circumstances otherwise require, within three days of their receipt; except, however, that all service interruptions will be investigated, responded to or acted upon within 24 hours of the grantee’s receipt of complaint or inquiry. The grantee shall, by appropriate means, such as a card or brochure, as subscribers are connected or reconnected to the cable system, furnish information about the procedures for making inquiries and/or complaints; that is, the name, address and local phone number of the grantee’s employee or agent and of the city’s agent to whom such inquiries or complaints may be directed. The grantee shall maintain a maintenance service log indicating the date and time complaints are received and resolved, and the nature of the complaint and resolution. This log shall be made available for reasonable inspection by the city.
(B) The city appoints its Mayor as the official with primary responsibility for the continuing administration of this franchise and implementation of these complaint procedures, and its agent to receive inquiries or complaints about the grantee’s operations. The above complaint procedures may be supplemented or amended as deemed necessary during the term of this franchise by regulations adopted by the city and grantee.
(Ord. 94-0-6, passed 9-12-94)