§ 16.68.120. Subscriber complaints—Investigation, resolution and recordkeeping.

A.

Response to subscriber complaints shall be initiated within one business day of receipt and the resolution of subscriber complaints shall be effected by the franchisee not later than three business days after receipt of the complaint. Should a supervisor not be available when requested by a subscriber, a supervisor shall return the subscriber's telephone call at the earliest possible time and in no event later than the end of the next business day. If a subscriber has notified franchisee in writing that a bill is in dispute, franchisee shall not terminate service pending resolution of the dispute, nor shall the account be turned over or reported to a collection agency, provided that the remaining balance of the bill is current. A bill shall not be considered to be in dispute solely by reason of nonpayment by subscriber.

B.

Upon complaint by any subscriber, franchisee shall have the burden to satisfy the director that a signal is being delivered which is of sufficient strength and quality to meet standards contained in the FCC rules and regulations, as well as the county standards in effect during the term of the franchise.

C.

Franchisee shall maintain a written complaint record containing the following information:

1.

Date and time of subscriber complaint;

2.

Identification of the complainant by name, address and telephone number;

3.

Description of the nature of the complaint;

4.

A record of when and what action was taken by franchisee to resolve the complaint.

D.

The complaint record shall be kept at franchisee's local office for a period of two years after receipt of any such complaint. A copy of said complaint record shall be submitted by franchisee to the director upon franchisee's application for extension of service area(s), modification, transfer or renewal of franchise and within 10 days following receipt of a written request therefor from the director.

1.

If required by the director, said complaint record shall contain a semi-annual (through June 30th and through December 31st) breakdown indicating the total number of complaints received for the preceding reporting period, and shall indicate the major classifications of complaints as follows: construction, billing, customer relations/service, miscellaneous.

E.

Throughout the term of the franchise, franchisee shall maintain an outage log showing the date, approximate time and duration, type and probable cause of all headend, trunk or distribution line service failures. The log shall also include information relating to routine testing or scheduled maintenance outages. A copy of said outage log shall be submitted by franchisee to county within 10 days following receipt of a written request therefor from the county.

(Ord. 88-0159F § 1 (part), 1988.)