(a) During the term of this Franchise, the Grantee shall maintain a local or toll-free telephone number for the purpose of receiving and resolving all complaints regarding the quality of service, equipment, malfunctions, billing inquiries and similar matters. The Grantee shall provide trained personnel to receive and process telephone and in-person calls concerning service problems during normal business hours. Outside of normal business hours, the Grantee may provide an answering service or answering machine to receive telephone calls concerning service problems.
(b) As subscribers are connected or reconnected to the System, the Grantee shall, by appropriate means, such as a card or brochure, furnish information concerning the procedures for making inquiries or complaints, including the name, address and local telephone number where such inquiries or complaints are to be addressed.
(Ord. 02-016. Passed 1-13-03.)