(A) The grantee shall maintain an office in the Town which shall be open during all usual business hours having a publicly listed telephone and be so operated that complaints and requests for repairs or adjustments may be received on a 24-hour basis.
(B) The grantee shall maintain a repair and maintenance crew capable of responding to subscriber complaints or request for service within 24 hours after receipt of the complaint or request. No charge shall be made to the subscriber for this service.
(C) The grantee shall establish procedures for receiving, acting upon and resolving subscriber complaints which procedures shall be satisfactory to the Town Council. The grantee shall furnish a notice of such procedures to each subscriber at the time of initial subscription to the system.
(D) In the event that 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 Town Council for a hearing and resolution.
(E) When there have been similar complaints made or when there exists other evidence which, in the judgment of the Town Council, casts a doubt on the reliability or quality of cable service, the Town Council 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 Town Council no later than 14 days after the Town Council formally notifies the grantee and shall include the following information:
(1) The nature of the complaints which precipitated the special test;
(2) What system component was tested, the equipment used and procedures employed in said testing; and
(3) The results of such tests and the method in which the said complaints were resolved.
(F) Said tests and analysis shall be supervised by a professional engineer not on the permanent staff of the grantee company. The aforesaid engineer should sign all records of the special test and forward to the Town Council such records with a report interpreting the results of the tests and recommending actions to be taken by the Town.
(2005 Code, § 95.17)