Failure to meet the requirements of this section will result in foreseeable damages in an amount specified in the section titled “liquidated damages.” The franchisee shall institute a complaint logging procedure as follows:
4.20.110.5.1. The franchisee shall maintain a log of all installation and service requests which require a service call to the subscriber's residence, place of business or other location as set forth in the ordinance codified in this title, together with a log of all complaints received requiring corrective action by the franchisee, whether such complaints are written, telephonic or otherwise. Franchisee's logs shall include the identity and address of the subscriber, the date of the request for installation or service or of the complaint, a description of the nature of the service request or of the complaint, the date of the service request or complaint and a description of any response by franchisee to the service request or corrective action by franchisee to remedy the complaint, together with the report of the service representative dispatched to such service location, if applicable.
4.20.110.5.2. This log shall be available for inspection by the city. Regarding complaints of the same type of problem, which evidence a violation by the franchisee in its obligations under the ordinance codified in this title or its franchise agreement, the city may serve the franchisee with a notice to cure. If no, or inadequate, corrective action is taken by the franchisee, the cable administrator may institute an inspection of the franchisee's system. If such inspection discloses a violation of any requirement of the ordinance codified in this title or the agreement, then the franchisee shall bear the costs of such inspection which are in excess of any liquidated damages assessed by the city for such violation. In the cable administrator's discretion, repeated complaints or lack of corrective action may constitute cause for imposition of liquidated damages and/or termination of the franchisee's franchise.
4.20.110.5.3. Upon request of the cable administrator, the franchisee shall, within ten (10) days after receiving such a request, send a written report to the cable administrator with respect to any such complaint and its disposition. Such report shall provide a full explanation of the investigation, findings and corrective steps taken by the franchisee.
4.20.110.5.4. Franchisee shall keep and retain on file a copy of such subscriber service and complaint logs for a period of one year. The franchisee shall submit to the cable administrator this log, including a summary, of the number and nature of requests for installation and service and complaints received as well as their disposition. A copy of the summary shall be completed for each six month period and submitted to city by the thirtieth day of the succeeding month. Copies of complaints received through the mail, together with copies of the franchisee's responses (if any), shall also be retained and made available for inspection in the franchisee's public file for not less than one year following the date of their receipt by the franchisee. (Ord. 205 § 3, 2001)