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240 <br /> <br />12.3 <br /> <br />12.4 <br /> <br />12.5 <br /> <br />12.6 <br /> <br />12.7 <br /> <br />of subscriber inconvenience and, unless the inter- <br />ruption is unforeseen and immediatley necessary, the <br />franchisee shall give reasonable advance notice <br />thereof to the affected subscribers. <br /> <br />Service Force Required: The franchisee shall provide <br />a service force seven (.7) days a week for all complaints <br />and requests for adjustments. Such force shall be <br />capable of responding to subscriber complaints with- <br />in twenty-four (24) hours of receipt of the complaint. <br />Total loss of service attributable to the cable <br />system shall be cleared within twenty-four (24) <br />hours, except to the extent that restoration of <br />service is prevented by strikes, fires, injunction or <br />other cause beyond the franchisee's control. <br /> <br />Complaint Log: The franchisee shall keep an accurate <br />log listing chronologicaliy all complaints and trouble <br />calls received from its subscribers. This log shall <br />include appropriate identification of the subscriber <br />and service affected, the time, date and nature of <br />the report, the action taken to clear trouble or <br />satisfy the complaint, and the date and time of <br />final disposition. This log shall be kept on file <br />for five (5) years and shall be available for in- <br />spection by the County Manager upon request at any <br />time within this period. Franchisee shall submit <br />the County each month a summary of the number and <br />types of complaints received. <br /> <br />Complaints Regarding Service Deficiencies: For re- <br />current complaints regarding service deficiencies <br />other than total or partial loss of service, such as <br />"ghosting", we~k audio signal, distortion, and the <br />like, the County Manager may require the franchisee <br />to investigate and report to him the causes and cures <br />thereof, and the County Manager may also conduct his <br />own investigation. Thereafter, the County Manager <br />may order specified remedial action to be taken <br />within reasonably feasible time limits. If such <br />action is not taken, or is ineffective, or if within <br />thirty (30) days the franchisee files with the Board <br />of Commissioners a notice of objection to the order, <br />the Board of Commissioners may conduct a hearing and <br />may, if the evidence warrants a finding of fault on <br />the part of the franchisee, take appropriate action <br />pursuant to the terms of this ordinance. <br /> <br />Complaint Review Procedures: A franchisee shall ensure <br />that all subscribers, programmers and members of the <br />general public have recourse to a satisfactory hear- <br />ing of any complaint. The County shall work closely <br />with a franchisee and members of the public to <br />establish procedures for handling and settling <br />complaints. A franchisee shall present to the Board <br />of Commissioners for i~s approval, no later than six <br />(6) months after the execution of the franchise agree- <br />ment, a set of rules., regulations and procedures <br />reasonably designed for the prompt handling and <br />settling of complaints. <br /> <br />Sale and Service of Receivers Prohibited: The fran- <br /> <br />chisee shall not engage in the sale, service~ repair, <br />rental or leasing of television receivers, radio re- <br />ceivers, parts of accessories, and shall not require <br />or attempt to influence its subscribers to deal with <br />any particular person in regard thereto. Further, the <br />franchisee shall not require the removal nor offer to <br />remove any existing antenna as a condition of pro- <br />viding cable service. <br /> <br /> <br />