§ 25.28. Service, Adjustment and Complaint Procedure.

A.

Except for circumstances beyond the Grantee's control such as strikes, acts of God, weather, wars, riots and civil disturbances, the Grantee shall establish a maintenance service capable of locating and correcting major System malfunctions promptly. Said maintenance service shall be available at all hours to correct such major System malfunctions affecting Subscribers.

B.

A listed local telephone or toll-free number shall be made available to Subscribers for service calls 24 hours a day, seven days a week. Investigative and corrective action shall be initiated in response to all service interruption calls, other than major outages, promptly and in no event later than 24 hours after the call is received. In the event that interrupted service to a Subscriber is not reestablished within twenty-four (24) hours from the time the request for service is made to the Grantee, Grantee shall credit such Subscriber's account upon request on a pro rata basis for loss of service during each twenty-four (24) hours following report of loss of service to the Grantee. The Grantee must begin corrective action on other service problems the next business day after notification of the service problem. Appropriate records shall be made of service calls showing when and what corrective action was completed. Such records shall be available to the City during normal business hours and retained in Grantee's files for not less than one (1) year. A summary of such calls shall be prepared by the Grantee and submitted to the City upon request, beginning twelve (12) months after service is provided to the first Subscriber.

C.

The Grantee shall furnish each Subscriber at the time service is installed written instructions that clearly set forth procedures for placing a service call or requesting an adjustment.

D.

In the event a Subscriber does not obtain a satisfactory response or resolution to his request for service or an adjustment within a reasonable period of time, he may advise the Designee in writing of his dissatisfaction and the Designee shall have the authority to investigate the matter.

E.

The Grantee shall interrupt System service after 7:00 a.m. and before 1:00 a.m. only with good cause and for the shortest time possible. Service may be interrupted between 1:00 a.m. and 7:00 a.m. for routine testing, maintenance, and repair, with reasonable prior notification, as practicable.

(Ord. of 1-7-1985, Doc. #19125; Ord. of 9-23-1996, Doc. #29666)