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Section 7.3 Telephone Inquiries and Complaints. <br />A Grantee must maintain local, toll-free or collect call telephone access lines which will be available <br />to its Subscribers 24 hours a day, seven days a week. A Grantee must comply with the FCC's <br />customer service standards, as amended, a current copy of which is attached hereto. <br />Section 7.4 Complaint and Other Service Records. <br />a. Upon written request by the City, and subject to a Grantee's obligation to maintain the <br />privacy of certain information, a Grantee must prepare and maintain written records of all written <br />complaints received and the resolution of such complaints for a period of three (3) years, including <br />the date of such resolution. <br />b. Written complaint records for a period of three (3) years must be on file at the office of <br />a Grantee. Upon written request by the City, a Grantee must provide the City with a written <br />summary of such complaints and their resolution and in a form mutually agreeable to the City and <br />Grantee. <br />c. Upon written request by the City, a Grantee must provide detailed compliance reports <br />on a quarterly basis for a period of three (3) years with respect to the objectively measurable service <br />standards required in this Section. A Grantee will not be required to acquire equipment or perform <br />surveys to measure compliance with the telephone answering standards contained in this Section <br />unless a historical record of complaints indicates a failure to comply. <br />Section 7.5 Subscriber Contracts. <br />A Grantee must provide to the City upon request any standard form residential Subscriber contract <br />utilized. <br />Section 7.6 Video Programming. <br />All Franchises will comply with 47 U.S.C. § 544(b), regarding the broad categories of video <br />programming provided. Individual programming decisions may be made in the Grantee's sole <br />discretion. <br />Section 7.7 Billing and Subscriber Communications. <br />a. A Grantee shall comply with federal law regarding giving the City and Subscribers prior <br />notice of any changes in rates, programming services, or channel alignments. <br />b. Bills must be clear, concise, and understandable. Bills must clearly delineate all activity <br />during the billing period, including optional charges, rebates, and credits. In case of a billing <br />dispute, the Grantee must respond to a written complaint from a Subscriber within 30 days. <br />RJV-247390v5 <br />SH255-1 <br />