Section 5.34.060 Customer Service.

A. Local office. The operator shall maintain an office within the City as well as a local telephone listing which will accommodate customer walk-in traffic and requests for service connections and disconnections, request for maintenance service, any change of additional or optional service, and any questions regarding programming or billing. The office shall be open during normal business hours: at least seven (7) hours Monday through Friday.

1. Effective April 1, 1999, however, the operator shall not be required to maintain a local office within the City. If the City determines that such a local office becomes necessary in the future in order to meet the cable-related needs and interests of the subscribers in the service area, then the City shall provide in writing to the operator its intention to require such a local office. Should such notice be provided to the operator by the City, the operator shall establish a local office within ninety (90) days from the receipt of the notice from the City and in accordance with Section 6 (A).

2. If the operator is required to provide a local office as prescribed in this Section, then the City and the operator agree that the costs of meeting this requirement can be treated as an external cost, subject to pass through to subscribers, pursuant to the Cable Act.

B. Telephone equipment. The operator shall maintain adequate telephone equipment to receive incoming calls. The Operator shall list the telephone number that provides twenty-four hours a day customer assistance. The local office hours, if a local office is maintained, and telephone number for customer shall be noticed in the monthly billing statements.

C. Customer service representative. All telephone calls and all local office walk-in customers, if a local office is maintained, shall be assisted by a customer service representative or a device capable of problem resolution. The operator shall periodically train all customer service representatives to accurately and courteously respond to customer requests.

D. Requests for services. A minimum of ninety percent (90%) of all customer requests for connection or modification of service shall be completed within fifteen (15) working days. A minimum of ninety percent (90%) of all appointments for repair or service scheduled by the operator and an individual subscriber shall be met by the operator on the day of the appointed repair or service. As expeditiously as reasonably possible after receipt of any subscriber complaint regarding any service provided by the operator, and in any event within four (4) working days, the operator shall investigate and resolve the complaint to the extent reasonably possible.

E. Notice to subscribers. At the time of entering into an agreement to provide service and once a year thereafter, the operator shall provide each subscriber with written information concerning:

1. The procedures for making inquiries or complaints, including the name, address, and local telephone number of the employee or agent to whom inquiries or complaints are to be directed;

2. The City official designated to be responsible for regulating the franchise, including the title and telephone number of the official; and

3. The operator's business hours, legal holidays, telephone number end procedures for responding to inquiries after normal business hours. Operator shall include the above-referenced notices as part of its normal, federally required mailings.