96-051 Ordinance - Laserfiche WebLink

Home Browse Search

C. The GRANTEE shall by the 10th day following the end of each calendar quarter provide to the City, a summary of all complaints received the preceding quarter. The summary shall contain the nature of complaints summarized by category, the number of complaints and the description of the action taken. The City agrees to consider any future request by GRANTEE to cease providing such summary should circumstances justify such cessation. The GRANTEE shall by the 10th day following the end of each quarter also provide to the City a report of the number of times the main distribution System has failed to provide service to five percent (5%) or more subscribers including the duration of such downtime, probable cause, number of homes affected and action taken. D. The GRANTEE shall have available a supply of forms, number FCC329, Cable Programming Service Rate Complaint Form or similar forms as revised and /or re-numbered. The GRANTEE shall upon request, provide said form to anyone requesting such form at no cost to the requesting party. E. The GRANTEE will maintain a local, toll-free or collect call telephone access line which will be available to its subscribers 24 hours a day, 7 days a week. Trained representatives of GRANTEE will be available to respond to customer telephone inquiries, 24 hours a day, 7 days a week. The GRANTEE shall maintain a sufficient number of business telephone lines and personnel to assure that all telephone inquires and complaints are handled promptly. The GRANTEE shall also maintain staffing levels and support equipment sufficient to assure that under normal operating conditions, telephone inquiries and complaints shall be answered within thirty seconds (0:30) on average measured on a quarterly basis. The GRANTEE shall insure that all telephone inquires are responded to on the same day of receipt, and that all written inquires are responded to within thirty (30) calendar days of postmark date, or ten (10) days from date of receipt, whichever is less. F. The GRANTEE shall maintain, at a minimum, office hours at the location referred to in A, above consistent with those hours listed herein: MONDAY THROUGH FRIDAY: 8:30 am to 12:00 p.m. 1:30 p.m. to 5:00 p.m. SATURDAYS: 9:00 am to 1:00 p.m. G. The GRANTEE shall install service to all dwelling units entitled to service and within the areas served by the System within five (5) calendar days for Standard Installations. H. Installations shall be offered during those business hours listed within Subsection F of this Section. The GRANTEE shall offer prompt repair service, available at least on an a.m. or p.m. basis and on weekends. 18