Grantee shall maintain a local office or offices which provide the necessary facilities, equipment and personnel to comply, under normal operating conditions, with the customer service standards set forth in divisions (a) through (e) of this section. For purposes of this section, "normal operating conditions" embrace all conditions which are within the control of Grantee, including special promotions, pay-per-view events, rate increases and maintenance or upgrade of the cable system, but excluding conditions outside Grantee's control, such as, natural disasters, civil disturbances, power outages, telephone network outages and extreme weather:
(a) On a monthly basis, sufficient customer service representatives and toll-free telephone line capacity during normal business hours to assure that a minimum of ninety percent of all calls will be answered within thirty seconds and ninety percent of all calls for service will not be required to wait more than thirty seconds after such call has been answered before being connected to a service representative. All incoming customer service lines shall not be simultaneously busy more than three percent of the total time the cable office is open on any business day;
(b) Staffed emergency toll-free telephone line capacity on a 24 hour basis, including weekends and holidays;
(c) Maintenance of an office in the franchise area of the Western Oakland County Cable Communications Authority (hereinafter "the Authority") with adequate office hours to meet public demand. The Authority may require Grantee to alter or extend these hours if there is significant evidence through subscriber complaints that the posted hours are not adequate;
(d) An emergency system maintenance and repair staff, capable of responding to and repairing system malfunctions on a 24 hour basis;
(e) An installation staff, capable of furnishing standard installation to any subscriber within seven days after receipt of a request. "Standard installations" means those located up to 175 feet from where trunk and feeder cable have been activated. Grantee shall, at its sole expense, cause all drops required to be buried to be properly buried within 15 days of installation of service unless conditions during such period make burial impracticable, in which case the drop shall be buried within 15 days after physical conditions reasonably allow for such burial. In the event of any dispute between Grantee and the subscriber as to when conditions permit burial of the drop, such dispute shall be resolved by the decision of the Village's building official or other official designated by the Village to resolve such disputes;
(f) Grantee shall provide written instructions and information at the time of installation and reinstallation, and at least annually thereafter, to all subscribers on products and services, prices and options, installation and service maintenance policies, instructions for using the system, and billing and complaint procedures. Such instructions and information shall include Grantee's business address, applicable phone number, and the name of the appropriate official or department of Grantee to whose attention the subscriber should direct a request for service, request for billing adjustment or complaint. Such instructions and information shall also include the name, business address and telephone number of the Authority's executive director and the title, business address and telephone number of the designated Village employee to whom the subscriber can call or write for information regarding the terms, conditions and provisions governing Grantee's franchise if Grantee fails to respond within a reasonable period of time to the subscriber's complaint or request for installation, service or billing adjustment.
(1) Grantee shall promptly furnish revised written instructions and information to each subscriber whenever the instructions and information previously provided have been changed.
(2) The written instructions and information provided for herein shall be subject to the review and approval of the Authority which shall not withhold its approval unreasonably. The Authority shall have the power to compel changes in such material if the Authority deems the same to be misleading, incorrect or inadequate in any material respect; and Grantee shall promptly institute any changes so required by the Authority.
(Ord. 141. Passed 2-12-03.)