A franchisee shall provide a local and a toll-free telephone number, a local office and adequately trained customer service representatives to receive and act upon requests for repairs and consumer complaints. Said telephone numbers shall be so operated that calls can be received and responded to on a twenty-four (24) hour basis, seven days a week, including weekends and holidays. When a regular customer service representative is not on duty, an adequately trained answering service or automated response unit shall take the name, address and telephone number of each caller to report back to the franchisee. The answering service or automated response unit shall be able to contact and dispatch a repair technician to meet the requirements of this section for a system service interruption. For non-emergency problems (e.g., requests for adding premium services), a franchisee’s customer service representative is to return the phone call to the customer the next business day after the customer’s call to the answering service or automated response unit. In addition, franchisee shall develop or cause to be developed a log which, at a minimum, contains and segregates the number and nature of calls made to its answering service or automated response unit from subscribers within the city on an ongoing basis, and the franchisee shall report this information, when requested by the cable administrator. For purposes of this section “adequately trained” includes the capability to provide for the dispatch of technical personnel and information as to business hours and appropriate telephone numbers for business hour contacts. (Ord. 205 § 3, 2001)