6.17.260 Complaint procedure.
A. The office of the information technology department is designated as having primary responsibility for the continuing administration of the franchise and implementation of complaint procedures.
B. During the term of this franchise, and any renewal thereof, the company shall maintain a local business office for the purpose of receiving and resolving all complaints regarding the quality of service, equipment malfunctions, and similar matters. The office must be reachable by a local, toll-free telephone call to receive complaints regarding quality of service, equipment malfunctions and similar matters. The local office shall be open to receive inquiries or complaints from subscribers during normal business hours, and in no event less than 9:00 a.m. to 5:00 p.m., Monday through Friday, excluding legal holidays. Company shall provide the means to accept complaint calls 24 hours a day, seven days a week. Any service complaints shall be investigated by the company within 48 hours of receipt. The company shall keep a maintenance service log which will indicate the nature of each service complaint, the date and time it was received, the disposition of said complaint, and the time and date thereof. This log shall be made available for periodic inspections by the city.
C. As subscribers are connected or reconnected to the system, the company shall, by appropriate means, such as a card or brochure, furnish information concerning the procedures for making inquiries or complaints, including the name, address and local telephone number of the employee or employees or agent to whom such inquiries or complaints are to be addressed, and furnish information concerning the city office responsible for administration of the franchise with the address and telephone number of the office.
D. Complaint procedure shall be as follows:
1. When there have been similar complaints made, or where there exists other evidence, which, in the judgment of the city council, casts doubt on the reliability or quality of cable service, the city shall have the right and authority to require company to test, analyze, and report on the performance of the system. The company shall fully cooperate with the city in performing such testing, and shall prepare results and a report, if requested, within 30 days after notice. Such report shall include the following information:
a. The nature of the complaint or problem which precipitated the special tests;
b. What system component was tested;
c. The equipment used and procedures employed in tests;
d. The method, if any, in which such complaint or problem was resolved;
e. Any other information pertinent to said tests and analysis which may be required.
2. The city may require that tests be supervised, at company’s expense, by a professional engineer, not on the permanent staff of the company. The engineer should sign all records of special tests and forward to the city such records with a report interpreting the results of the tests and recommending actions to be taken.
3. The city’s right under this section shall be limited to requiring tests, analyses and reports covering specific subjects and characteristics based on said complaints or other evidence when and under such circumstances as the city has reasonable grounds to believe that the complaints or other evidence require that tests be performed to protect the public against substandard cable service. [Ord. 1998-09-075; Ord. 8999 § 26, 1981].