Service, adjustment and complaint procedure

(a)

Except for circumstances beyond the grantee's control such as strikes, acts of God, weather, wars, riots and civil disturbances, the grantee shall establish a maintenance service capable of locating and correcting major system malfunctions promptly. Maintenance service shall be available at all hours to correct such major system malfunctions affecting a number of subscribers.

(b)

A listed local telephone number shall be made available to subscribers for service calls at any time of the day or night. Investigative action shall be initiated in response to all service calls, other than major outages, not later than the next business day after the call is received. Corrective action shall be completed as promptly as practicable. If service to a subscriber is not reestablished within forty-eight (48) hours from the time the request for service is made to the grantee, grantee shall credit such subscriber's account on a pro rata basis for loss of service during each twenty-four (24) hours following report of loss of service to the grantee. Appropriate records shall be made of service calls showing when and what corrective action was completed. Such records shall be available to the city during normal business hours and retained in grantee's files for not less than three (3) years. A summary of such calls shall be prepared by the grantee and submitted to the city annually, beginning twelve (12) months after service is provided to the first subscriber.

(c)

The grantee shall furnish each subscriber, at the time service is installed, written instructions that clearly set forth procedures for placing a service call or requesting an adjustment. The instructions shall also include the name, address and telephone number of the designee or other designated employee of the city and a reminder that the subscriber can call or write the designee or other designated employee for information regarding terms and conditions of the grantee's franchise if the grantee fails to respond to the subscriber's request for installation, service or adjustment within a reasonable period of time.

(d)

If a subscriber does not obtain a satisfactory response or resolution to his request for service or an adjustment within a reasonable period of time, he may advise the designee in writing of his dissatisfaction, and the designee shall have the authority to investigate the matter and order corrective action as may be appropriate.

(e)

The grantee shall interrupt system service after 7:00 a.m. and before 1:00 a.m. only with good cause and for the shortest time possible and, except in emergency situations, only after cablecasting notice of service interruption at least twenty-four (24) hours in advance of the service interruption. Service may be interrupted between 1:00 a.m. and 7:00 a.m. for routine testing, maintenance and repair, with reasonable prior notification, on any day except Saturday or Sunday or a holiday.

(Code 1971, § 52-66; Ord. No. 7864-A, § 1(Art. VI, § 6), 1-28-82)