<div class="chunk-title">Sec. 23-133. - Service calls and complaint procedures.</div>
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            <p class="incr0">
               (a)
               </p>
            		
            <p class="content1">
               The grantee shall establish, operate and maintain in the county a business office
               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, and providing facilities for the production
               of programming.
               </p>
            		
            <p class="incr0">
               (b)
               </p>
            		
            <p class="content1">
               The grantee shall have a listed, toll free, staffed telephone number for subscriber
               service calls 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 made
               available to subscribers and the general public.
               </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 current 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 of complaints, including the name,
               address and local telephone number of the employee or employees or agent to whom 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 address and telephone number of said office.
               </p>
            		
            <p class="incr0">
               (e)
               </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 grantee provided equipment damaged due to negligence of such
               subscriber or lost or stolen from the subscriber's residence or place of business.
               </p>
            		
            <p class="incr0">
               (f)
               </p>
            		
            <p class="content1">
               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 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 may order specified remedial action to be taken within
               reasonably feasible time limits.
               </p>
            		
            <p class="historynote0">
               (Ord. of 10-10-05, Â§ 25-153)
               </p></div>