AG 1998 02 16 - Laserfiche WebLink

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malfunctions of the system. The Grantee shall respond as quickly as possible to such complaints and requests, but shall in any case respond within twenty-four (24) hours. Complaints or requests which may pose a potential health and safety hazard will be responded to immediately. In connection with billing complaints, the Grantee shall respond within seven (7) business days. D. Grantee Rules. The Grantee shall prepare and file with the County copies of all of its rules and regulations in connection with the handling of inquiries, requests and complaints. The Grantee shall, by appropriate means, such as a card or brochure, furnish information concerning the procedures for making inquiries or complaints, including the name, address and local telephone number of the department to whom such inquiries or complaints are to be addressed. E. Complaint Records. The Grantee shall keep full records in connection with all written complaints in connection with the system. Such records shall identify the person contacting the Grantee, and the person responding on behalf of the Grantee, the subject matter of the contact, the date it was received, the resolution of the matter in question or the action taken by the Grantee in connection with the contact and the date thereof, and such other information as may be deemed pertinent by the Grantee. These records shall be retained for twenty-four (24) months and shall be made available for periodic inspection by the County upon reasonable notice. If requested by the County, Grantee shall prepare a summary of service calls for the previous twelve (12) months identifying the number, general nature and disposition of such calls, on a month by month basis. A summary of such service calls shall be submitted to the Grantor within thirty (30) days following its request in a form reasonable acceptable to the Grantor. F. Equipment Service. The Grantee shall service or replace without charge all equipment provided by it to the subscriber, provided, however, that the Grantee may charge a subscriber for service to or replacement of any equipment damaged due to negligence of such subscriber. G. Investigation and Remedial Action. For recurrent complaints regarding service deficiencies (other than total or partial loss of service, such as "ghosting", weak audio signal, distortion, and the like), the County Manager or designee may require the Grantee to investigate and report to him/her the causes and cures thereof, and the County Manager may also conduct his/her own investigation. Thereafter, the County Manager or designee may order the Grantee to take corrective action within reasonably feasible time limits. If such action is not taken, or is ineffective, or if within thirty (30) days the Grantee files with the County a notice of objection to the order, the County may conduct a hearing and may, if the evidence warrants a finding of fault on the part of the Grantee, take appropriate action pursuant to the terms of this Ordinance. 38