§ 111.06 COMPLAINT AND SERVICE PROCEDURE.
   (A)   Office.
      (1)   The operator shall maintain a local office in the town which shall be open during all usual business hours, have a listed telephone number and shall be operated so that complaints or requests for repairs or adjustments may be received at any time, whether the office is open or closed. The local office shall be established by the operator within 90 days from the adoption of this chapter, said office to be a full and complete service office including the taking of payments, complaints, new service and dispatch for service work.
      (2)   The operator shall furnish each subscriber written instructions that clearly set forth procedures for placing a service call or requesting an adjustment. Investigative action shall be initiated by operator in response to all service calls, other than major outages, within the normal maximum response time of the same business day that the call is made. In any event, operator shall properly respond not later than one business day after said call is made with corrective action to be completed as promptly as practicable. Appropriate records shall be made of service calls showing when and what corrective action was taken. The operator shall provide emergency service to be available for weekend and evening hours and in the event subscribers have service problems that extend longer than three days, rebates shall be awarded to the subscriber by the operator, the amounts and nature of rebates to be furnished each subscriber to the cable television system.
   (B)   Termination of service.
      (1)   Upon termination of service to any subscriber, the operator shall promptly remove all of its facilities equipment from premises of such subscriber upon request.
      (2)   If any subscriber terminates service during the first year’s subscription because of the operator’s failure to render service to such subscriber, or if the service to a subscriber is terminated without good cause or because the operator ceases to operate the cable television system for any reason, except expiration of the franchise, the operator shall refund to such subscriber an amount equal to the initial tap-in connection charge paid by the subscriber.
(1996 Code, § 11-20) (Ord. 82-3, passed - -)