§ 10-38. Customer service standards.

(a)

A licensee shall at all times satisfy federal customer service standards and the customer service standards set forth in this chapter and in the license agreement. In the event of a conflict among standards, the stricter standard shall prevail.

(b)

A licensee shall maintain a publicly listed, toll-free or collect telephone access line which will be available to its subscribers twenty-four (24) hours a day, seven (7) days a week, and be operated so as to receive subscriber complaints, requests for repairs, service calls or billing adjustments.

(c)

A licensee shall maintain a written log listing all subscriber complaints when the subscriber complains that he or she did not receive the service requested consistent with the requirements of a license. The log shall include the name, address and telephone number, if given, of the subscriber making the complaint and the disposition of the complaint. The record shall be maintained for at least three (3) years. Upon request, a licensee shall report to the city specific complaint categories that the licensee tracks as a reasonable measure of customer service response standards.

(d)

A licensee shall render efficient service, make repairs promptly and interrupt service only for good cause and for the shortest time possible. Such interruptions, insofar as practicable, shall be preceded by notice and shall occur during periods of minimum use of the cable system. A written log shall be maintained for all major service interruptions, including trunk and feeder line outages, and the record shall be kept for a period of three (3) years.

(e)

A licensee shall maintain a repair force of technicians capable of responding to subscriber complaints or requests for service after receipt of such complaints or requests.

(f)

A licensee shall ensure that all subscribers, programmers and members of the general public have recourse to a satisfactory hearing of any complaints. A licensee shall provide each subscriber with a statement that delineates the process for submitting a complaint and that specifies:

(1)

The telephone number and the address of the licensee that the subscriber can utilize to make a complaint; and

(2)

The phone number of the official in the city designated by the city manager to review complaints.

(g)

Upon request by the city, a licensee shall submit a detailed description of any complaint, whether written or oral, and the action taken by the licensee.

(Ord. No. 2053, § 1, 12-8-98)