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 Sutter County
 Code of Ordinances
 Appendix 1000. FRANCHISES
 Chapter 1060. CABLE TELEVISION SYSTEMS

  § 1060-060. SUBSCRIBER COMPLAINTS  

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  • In addition to other service regulations adopted by the Grantor, and excepting circumstances beyond Grantee's control, such as Acts of God, riots and civil disturbances, and in providing the foregoing services, the Grantee shall:

    (a)

    Limit system failures to minimum time duration by locating and correcting the malfunction promptly, but in no event longer than 24 hours after occurrence, irrespective of holidays or other non-business hours.

    (b)

    Upon a complaint by a subscriber, make a demonstration satisfactory to the Chief Administrative Officer that a signal is being delivered to the subscriber which is of sufficient strength and quality to meet the standards set forth in the regulations of the Federal Communications Commission.

    (c)

    Render efficient service, making repairs promptly and interrupting services only for good cause and for the shortest time possible. Planned interruptions, insofar as possible, shall be preceded by notice given to subscribers no less than 24 hours in advance and shall occur during period of minimum use of the system.

    (d)

    Maintain an office in the County or at a location which subscribers may call without incurring added message or toll charges and which office shall be open during all the usual business hours, with its telephone listed in directories of the telephone company serving the Grantor, and be so operated that complaints and requests for repairs or adjustment may be received at any time, day or night, seven days a week, or provide a local telephone directory listing and "toll free" telephone service maintained on a seven day, 24-hour basis for the receipt of consumer complaints.

    (e)

    Maintain a written or electronic record, "Log" or written complaint file listing date of complaints, identifying the subscriber and describing the nature of the complaint, and when and what action was taken by Grantee in response thereto; said record shall be kept at Grantee's local office, for a period of two years from the date of complaint, and shall be available for inspection during regular business hours without further notice of demand, by the Chief Administrative Officer (or his designee).

    (f)

    Within 60 days of acceptance of the grant of a franchise, Grantee shall establish written procedures for receiving, acting upon and resolving subscriber complaints without intervention by the Grantor. The written procedures shall prescribe the manner in which a subscriber may submit a complaint either orally or in writing specifying the subscriber's grounds for dissatisfaction. The procedures shall include a requirement that the Grantee respond to any written complaint from a subscriber within 30 days of its receipt. Grantee shall file a copy of these procedures with the Grantor. The Grantee shall provide to each subscriber upon commencement of the subscriber's service and at least annually thereafter, a copy of the complaint procedure.