§ 19-66. Maintenance and complaints.

(a)

Duty to provide efficient service. An operator shall render efficient service, make repairs promptly and interrupt service only for good cause and for the shortest time possible.

(b)

Regular office hours. An operator's office staff will maintain regular office hours from Monday through Friday. Complaints concerning billing, employee courtesy, programming, safety, the operator's operational policies, or any other matter raised by a resident, shall be handled during those hours.

(c)

Repair force. An operator shall maintain a sufficient repair force of technicians that shall respond to subscriber complaints, loss of service, or requests for service.

(d)

Resolution of complaints. All complaints shall be resolved within seven days from the date of the initial complaint, to the extent reasonably possible.

(e)

Prorated billing credit for service interruption. Upon request, a cable service subscriber's account shall be credited the amount of one-day charge ( 1/30 of the total monthly charges) for the service if the subscriber is without service for any reason, except subscriber-inflicted damages to the operator's equipment, for a period exceeding four hours within a calendar day. An operator shall, at least annually, provide written notice to its cable service subscribers of this right.

(f)

Complaints received by the city. All subscribers and residents may direct complaints and inquiries regarding an operator's service or performance to the city. Such complaints and inquiries will be promptly submitted to the operator. If, in the sole discretion of the franchise administrator, it is concluded that the operator may not have attempted to resolve a dispute to the reasonable satisfaction of the person initiating a complaint, and if the complaint remains unresolved, the city may conduct public hearings regarding the complaint. If a hearing is conducted, all parties to the dispute shall be invited to participate. A record shall be maintained of the hearing.

(Ord. No. 930358, § 1(43.66), 8-25-94)