<div class="chunk-title">Sec. 20-83. - Service calls and complaint procedures.</div>
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            <p class="incr0">
               (a)
               
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               <span class="ital">Business office.</span> 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.
               
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               (b)
               
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               <span class="ital">Telephone service.</span> The grantee shall have a listed, locally-staffed telephone number for subscriber
               service calls and such telephone service shall be available 24 hours a day, seven
               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.
               
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            <p class="incr0">
               (c)
               
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               <span class="ital">Response time.</span> 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 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 business days.
               
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               (d)
               
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               <span class="ital">Grantee rules.</span> 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.
               
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            <p class="incr0">
               (e)
               
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               <span class="ital">Complaint records.</span> 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 24 months and shall be made available for periodic inspection
               by the county upon reasonable notice.
               
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               If requested by the county, grantee shall prepare a summary of service calls for the
               previous 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 30 days following its request in a form reasonable acceptable
               to the grantor.
               
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               (f)
               
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               <span class="ital">Equipment service.</span> 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.
               
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               (g)
               
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               <span class="ital">Investigation and remedial action.</span> 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 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 chapter.
               
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               (h)
               
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               <span class="ital">Subscriber solicitation.</span> If the grantee undertakes a direct solicitation campaign the grantee shall provide
               the county with a list of names of all representatives who will be soliciting within
               the county and the dates within such solicitations shall take place. Each such representative
               entering upon private property shall be required to display an employee identification
               card issued by the grantee bearing a picture of said representative.
               
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            <p class="incr0">
               (i)
               
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               <span class="ital">Sales information.</span> Grantee shall provide to all subscribers annually and all prospective subscribers
               or users complete written information concerning all services and rates provided by
               the grantee upon solicitation and prior to consummation of any agreement for installation
               of service.
               
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            <p class="incr0">
               (j)
               
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            <p class="content1">
               <span class="ital">Billing practices information.</span> Grantee shall inform all subscribers and all prospective subscribers or users of
               complete information respecting billing and collection procedures, procedures for
               ordering changes in or termination of services, and refund policies, upon solicitation
               of service or prior to the consummation of any agreement for installation of service.
               
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            <p class="historynote0">
               (Ord. No. 1998-05, art. VIII, Â§ 8.3, 2-16-98)
               
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