1980 069 Ordinance - Laserfiche WebLink

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M.V. ORDINANCE NO. 80-69 Page -11- (2) If any subscriber terminates Basic Subscriber Service prior to the end of a prepaid period, all unearned service fees as of the end of the month in which the Grantee receives written notice of said termination shall be refunded to the subscriber. SECTION 13. SERVICE STANDARDS The Grantee shall put, keep, and maintain all parts of the system in good condition throughout the entire franchise period. Grantee shall render efficient service, make repairs promptly and interrupt service only for good cause and for the shortest time possible. Such interruptions, insofar as possible, shall be preceded by notice and shall occur during periods of minimum system use. Grantee shall not allow its cable or other operations to interfere with television reception of persons not served by Grantee, nor shall the system interefere with, obstruct or hinder in any manner, the operation of the various utilities serving the residents of the Village. SECTION 14. COMPLAINT PROCEDURE City Official Responsible. The Mayor is designated by the Village as having primary responsibility for the continuing administration of the franchise and implementation of complaint procedures. A delegate of the Mayor may fulfill this function. The Grantee shall maintain a local office which shall be open during all usual business hours, or a publicly listed toll-free telephone, and be so operated that complaints and requests for repairs or adjustments may be received on twenty-four (24) hour basis. The Grantee shall maintain repair and maintenance crews and shall respond to subscriber complaints or requests for service prior to the close of the second business day after receipt of the complaint or request. No charge shall be made to the subscriber for this service. The Grantee shall establish procedures for receiving, acting upon, and resolving subscriber complaints to the satisfaction of the Village Council. The Grantee shall furnish a notice of such procedure to each subscriber at the time of initial subscription to the system. In the event that a customer complaint is not resolved to the mutual satisfaction of the customer and the Grantee, either the customer or the Grantee may request that the matter be presented to the Mayor for a hearing and resolution.