§ 14-12. Service complaint procedure.

(a)

System maintenance. The franchisee shall keep, repair and maintain all parts of the cable television system in such a manner that the entire system complies with section 14-8 throughout the entire franchise period.

(b)

Customer service. The franchisee shall render efficient service, make repairs promptly and interrupt service only for good cause and for the shortest reasonable time practical.

(c)

Complaint office. The franchisee shall maintain an office within the area of the county which shall be open during all usual business hours, have a publicly listed telephone, and be so operated that complaints and request for repairs and adjustments may be received on a daily basis during each day of the year.

(d)

Complaint response. The franchisee shall maintain a capability for responding to subscriber complaints or requests for service within 24 hours after receipt of the complaint or request under normal circumstances. Nothing contained in this section shall prohibit the franchisee from seeking and receiving recompense for damages to its equipment.

(e)

Subscriber notice of complaint procedures. The franchisee has established procedures for receiving, acting upon and resolving subscriber complaints in accordance with FCC regulations. These procedures shall be filed with the county clerk. The franchisee shall furnish a notice of such procedures to each subscriber at the time of initial subscription to the system. The franchisee shall advise its subscribers when a change or alteration in complaint procedures occurs.

(f)

County official responsible. In accordance with FCC regulations, section 76.31(a)(5)(iii), the county clerk is hereby designated by the county as having primary responsibility for the continuing administration of the franchise and implementation of complaint procedures.

(Code 1992, § 12-12)