(A) System office. The grantee shall establish, operate and maintain a local office and local telephone number within the system, including a business office and maintenance and repair facility for the purpose of receiving inquiries, requests and complaints concerning all aspects of the construction, installation, operation and maintenance of the system and for the payment of subscribers' service charges.
(B) System telephone. The grantee shall have a listed, locally staffed telephone number for service calls, and such telephone service shall be available 24 hours a day, 7 days a week.
(C) Complaint response. The grantee shall respond to and resolve subscribers' complaints or requests for service in connection with repairs and maintenance and malfunctions of system facilities.
(1) The grantee shall respond as quickly as possible to such complaints and requests.
(2) Complaints or requests which may pose a potential health and safety hazard will be responded to immediately.
(3) In connection with billing complaints, the grantee shall respond within seven business days.
(D) Rules/regulations.
(1) The grantee shall prepare and file with the county copies of all of its rules and regulations in connection with the handling of inquiries, requests and complaints.
(2) 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 of the office or agent to whom such inquiries or complaints are to be addressed, and furnish information concerning the county office responsible for the administration of the franchise, including, but not limited to, the address and telephone number of said office.
(E) Records. The grantee shall keep, for a minimum of one year from the date of occurrence, full records in connection with all complaints and requests in the nature of complaints in connection with the system which required resolution pursuant to the terms of subsection (C) above.
(1) Such records shall identify the person contacting the grantee and the person responding on behalf of the grantee, the subject matter of the complaint, the date and time it was received, the resolution of the matter in question or the action taken by the grantee in connection with the contact, and the date and time thereof, and such other information as may be deemed pertinent by the grantee.
(2) These records shall be made available for periodic inspection by the county after a seven-day notice to grantee.
(F) Equipment service/replacement. The grantee shall service or replace without charge all equipment provided by it to the subscriber, provided, however, that the grantee may charge a subscriber for service to or replacement of any equipment damaged directly or indirectly by a subscriber.
(G) Unresolved complaints. The county may review and monitor unresolved customer complaints.
(H) Service interruption rebate. In the event that any subscriber is interrupted for 24 or more consecutive hours due to causes within the grantee's control, the grantee shall provide a prorated rebate of monthly fees to the affected subscriber upon the subscriber's request.
(Ord. 3502, passed 10-7-02)