BC 1998 02 16 - Laserfiche WebLink

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520 possible. The Grantee shall use due care in the process of installation and shall repair any damage to the subscriber's property caused by said installation. Such restoration shall be commenced within no more than ten (10) days after the damage is incurred and shall be completed as soon as possible thereafter° B. Antennae and Antennae Switches. The Grantee shall not, as a condition to providing cable television service, require any subscriber or potential subscriber, to remove any existing antennae structUres for the receipt of over-the-air television signals. The Grantee shall install, upon the request of the subscriber, an RF or antennae switch where required for the provision of services provided by the Grantee. D. Lockout Devices. The Grantee shall provide to new subscribers, information concerning the availability of a lockout device for use by 'a subscriber and shall provide annual notice of the availability of a lockout device to all subscribers. The Grantee reserves the right to require a reasonable deposit for the use of this device, as set forth in the rate schedule. The lockout device described herein shall be made available to all subscribers requesting it beginning on the first day that. any cable service is provided. E. Reconnection. Grantee shall restore service to customers wishing restoration of service provided customer shall first satisfy any previous obligations owed. F. Delinquent Accounts. Grantee shall use reasonable efforts to collect on delinquent subscriber accounts. In all cases, the Grantee shall provide the customer with at least ten (10) working days written notice prior to disconnection. H. Prohibited Activities. In the conduct of its business franchised hereunder, neither the Grantee nor its officers, employees, or agents shall directly or indirectly sell, lease, repair, install, or maintain television sets or receivers or antennae; provided, however, that nothing hereunder shall prohibit Grantee, at customer's request and without payment, from examining or adjusting customer's receiving set to determine whether reception difficulties originate in the set or in the Grantee's system. I. Subscriber Policies. The Grantee shall comply with all subscriber policies in the Cable Ordinance and the Franchise agreement. 8.3 SERVICE CALLS AND COMPLAINT PROCEDURES. A. Business Office. The Grantee shall establish, operate and maintain in Cabarrus County a business office, which shall, at a minimum, be open for business and for repair 45 hours per week. Grantee shall also provide personnel, telephone service, including a locally listed telephone number, and other equipment, as needed, to ensure timely, efficient and effective service to consumers and for the purpose of receiving inquiries, requests and complaints concerning all aspects of the construction, installation, operation and maintenance of the system and for payment of subscriber's service charges. B. Telephone Service. The Grantee shall have a listed, locally- staffed telephone number for subscriber service calls and such telephone service shall be available twenty-four (24) hours a day, seven (7) days a week. The Grantee shall provide a sufficient number of telephone lines and telephone staff members to enable subscribers to reach the Grantee without unreasonable delay. Grantee's number shall be published and provided to subscribers and the general public. In addition, the Grantee shall provide a method (e.g. private telephone or beeper number) to the County which will enable the County to reach agents of the Grantee in the event of an emergency. C. Response Time. The Grantee shall respond to and resolve subscribers' complaints or requests for service in connection with repairs and maintenance and 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