<div class="chunk-title">Sec. 40-173. - Service calls and complaint procedures.</div>
<div class="chunk-content">
            <p class="incr0">
               (a)
               </p>
            		
            <p class="content1">
               The company granted a franchise pursuant to this article shall establish, operate
               and maintain in the county a business office and maintenance and repair facility for
               the purpose of receiving inquiries, requests and complaints concerning all aspects
               of the construction, installation, operation, and maintenance of the system and for
               the payment of subscribers' service charges.
               </p>
            		
            <p class="incr0">
               (b)
               </p>
            		
            <p class="content1">
               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.
               The grantee's number shall be published and made available to subscribers and the
               general public. The grantee shall in addition provide a nonpublic, local telephone
               number to the county and utility companies to enable the county or the utility companies
               to reach the grantee in and emergency on a 24-hour, seven-day-a-week basis.
               </p>
            		
            <p class="incr0">
               (c)
               </p>
            		
            <p class="content1">
               The grantee shall respond to and resolve subscribers' complaints or requests for service
               in connection with repairs and maintenance and malfunctions of system facilities.
               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.
               </p>
            		
            <p class="incr0">
               (d)
               </p>
            		
            <p class="content1">
               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 subscriber bill, furnish information
               concerning the procedures for making inquiries or complaints, including the address
               and local telephone number such inquiries or complaints are to be addressed, and furnish
               information concerning the county office responsible for the administration of the
               franchise, including but not limited to the telephone number of such office.
               </p>
            		
            <p class="incr0">
               (e)
               </p>
            		
            <p class="content1">
               The grantee shall keep full records in connection with all inquiries, complaints and
               requests in connection with the system which required action on the part of the grantee.
               Complaints regarding rates and programming are excluded from this subsection. 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 and time it
               was received, the resolution of the matter in question or the action taken by the
               grantee in connection with the contact, the date and time thereof, and such other
               information as may be deemed pertinent by the grantee. These records shall be made
               available for periodic inspection by the county.
               </p>
            		
            <p class="incr0">
               (f)
               </p>
            		
            <p class="content1">
               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.
               </p>
            		
            <p class="historynote0">
               (Code 1995, Â§ 517.082)
               </p></div>